Likelihood to Recommend The solution has almost everything I need to do my job, which is to keep in touch with my customers by phone calls and meetings. On the go, the softphone has room to improve user experience (Cisco Jabber), and as far as I know, Webex App should fill the gaps left by Jabber, but it depends to upgrade the system to the last version and that costs. Besides that, the solution is rock solid! Good audio quality in voice and video, integration with MSFT Teams and so reliable.
Read full review Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
Read full review Pros Local routing on remote branches Telephony features flexibility Different endpoint alternatives for all use cases Real integration with other systems or platforms Read full review Call recording is a nice feature! It is great for training purposes and for quality assurance. The metrics you get from Explore are a great insight into how the team is handling the call volumes. Zendesk Talk has met most of our needs. It can be a bit unreliable at times. Read full review Cons The setup flow was limited, unclear, and was not working for a while, IT didn't manage to fix it. The UI looks terribly old, not even a little bit looking like a hardphone. More options during a call. Read full review The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP. Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong. Read full review Usability All main features is very easy to access and use, only pressing a button or two (when you need to page up or page down the features set!) in the desk phone or a click of the mouse to place a call, start a chat, video call or a meeting. Very straight forward.
Read full review Support Rating Cisco offers online instruction on the use of the VoIP but it has to be sought out. Likely, the do offer additional support but this is managed by our IT department so it is difficult to determine just how accessible Cisco has been regarding the implementation and ongoing support for this product.
Read full review In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
Read full review Alternatives Considered As we all know,Cisco is one of the best and trusted companies when it comes to networking,most of our materials were all Cisco,Cisco routers,Cisco IP phones..etc They're more handy and easy to use and don't require an IT experience,I used an IP phone to receive a call,and it was very easy to use and the sound was clear,here it comes the good configuration of a Cisco Voip PBx
Read full review Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
Read full review Return on Investment Positive impact is users are happy with service provided by Cisco VoIP PBX. End-users are happy by using multiple functions like conferencing, transferring, call park, etc. Read full review We were able to reduce global headcount by 20% in our call centers. Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution. Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%. Read full review ScreenShots