What users are saying about
Webex Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.4 out of 100
Based on 43 reviews and ratings
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 18 reviews and ratings
Feature Set Ratings
- Webex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
9.1
Webex Contact Center
91%
6.8
Zendesk Talk
68%
Webex Contact Center ranks higher in 11/13 features
Webex Contact Center ranks higher in 11/13 features
Agent dashboard
9.5
95%
13 Ratings
5.0
50%
5 Ratings
Validate callers
8.7
87%
13 Ratings
4.0
40%
3 Ratings
Outbound response
9.7
97%
10 Ratings
5.0
50%
4 Ratings
Call forwarding
8.9
89%
12 Ratings
9.0
90%
4 Ratings
Click-to-call (CTC)
9.1
91%
11 Ratings
8.4
84%
5 Ratings
Warm transfer
9.6
96%
13 Ratings
5.6
56%
4 Ratings
Predictive dialing
8.6
86%
9 Ratings
N/A
0 Ratings
Interactive voice response
9.0
90%
11 Ratings
5.0
50%
1 Rating
REST APIs
8.6
86%
11 Ratings
9.0
90%
1 Rating
Call scripts
8.6
86%
13 Ratings
N/A
0 Ratings
Call tracking
9.1
91%
12 Ratings
7.8
78%
4 Ratings
Multichannel integration
9.2
92%
12 Ratings
7.5
75%
3 Ratings
CRM software integration
9.6
96%
11 Ratings
8.3
83%
3 Ratings
Workforce Optimization (WFO)
9.3
Webex Contact Center
93%
6.3
Zendesk Talk
63%
Webex Contact Center ranks higher in 8/9 features
Webex Contact Center ranks higher in 8/9 features
Inbound call routing
9.0
90%
11 Ratings
7.4
74%
4 Ratings
Omnichannel inbound routing
9.3
93%
12 Ratings
10.0
100%
2 Ratings
Recording
9.7
97%
12 Ratings
9.2
92%
5 Ratings
Quality management
9.7
97%
11 Ratings
6.5
65%
3 Ratings
Call analytics
9.7
97%
12 Ratings
4.1
41%
4 Ratings
Historical reporting
8.4
84%
12 Ratings
5.0
50%
4 Ratings
Live reporting
9.4
94%
11 Ratings
7.0
70%
4 Ratings
Customer surveys
8.7
87%
11 Ratings
3.1
31%
2 Ratings
Customer interaction analytics
9.4
94%
10 Ratings
4.4
44%
3 Ratings
Attribute Ratings
- Webex Contact Center is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
9.6
Webex Contact Center
96%
13 Ratings
8.1
Zendesk Talk
81%
5 Ratings
Support Rating
Webex Contact Center
N/A
0 Ratings
5.0
Zendesk Talk
50%
6 Ratings
Likelihood to Recommend
Webex Contact Center
It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Unified Communications Engineer
VisionsConnectedTelecommunications, 501-1000 employees
Zendesk Talk
Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
Pros
Webex Contact Center
- Simple and easy to use dashboard
- Auto generation of transcripts
- AI supporting the operator as a virtual assistant
- Well suited for a large number of user
- Customer support

Verified User
Professional in Marketing
Education Management Company, 201-500 employeesZendesk Talk
- 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.

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
Webex Contact Center
- The chat space could be improved within the call rooms to be able to share quick writings.
- In international calls there are usually failures, especially audio.
- Being able to have an unlimited number of users at the same time in basic rooms.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
Zendesk Talk
- User interface
- Setup
Director of Marketing
Visage MobileWireless, 11-50 employees
Pricing Details
Webex Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Zendesk Talk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Support Rating
Webex Contact Center
No score
No answers yet
No answers on this topic
Zendesk Talk
Zendesk Talk 5.0
Based on 6 answers
It did what was expected, but could have looked better. The interface seems to be lacking

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 employeesAlternatives Considered
Webex Contact Center
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.

Verified User
Account Manager in Sales
Information Technology & Services Company, 51-200 employeesZendesk Talk
Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.

Verified User
Director in Customer Service
Logistics and Supply Chain Company, 11-50 employeesReturn on Investment
Webex Contact Center
- It doesn't take a lot of investment to train new Webex users.
- Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
- It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
Zendesk Talk
- A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
- Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees