What users are saying about
13 Ratings
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Score 7.9 out of 100
10 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Zendesk Talk
6.7
Agent dashboard
Cisco Webex Contact Center
7.0
Zendesk Talk
5.3
Validate callers
Cisco Webex Contact Center
8.8
Zendesk Talk
4.2
Outbound response
Cisco Webex Contact Center
8.6
Zendesk Talk
4.6
Call forwarding
Cisco Webex Contact Center
9.1
Zendesk Talk
8.8
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Zendesk Talk
8.0
Warm transfer
Cisco Webex Contact Center
7.0
Zendesk Talk
5.6
Predictive dialing
Cisco Webex Contact Center
7.3
Zendesk Talk
Interactive voice response
Cisco Webex Contact Center
9.1
Zendesk Talk
5.0
REST APIs
Cisco Webex Contact Center
9.1
Zendesk Talk
9.0
Call scripts
Cisco Webex Contact Center
6.4
Zendesk Talk
Call tracking
Cisco Webex Contact Center
7.3
Zendesk Talk
7.9
Multichannel integration
Cisco Webex Contact Center
7.0
Zendesk Talk
7.5
CRM software integration
Cisco Webex Contact Center
7.3
Zendesk Talk
7.7

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Zendesk Talk
6.3
Inbound call routing
Cisco Webex Contact Center
9.1
Zendesk Talk
7.1
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Zendesk Talk
9.9
Recording
Cisco Webex Contact Center
6.7
Zendesk Talk
9.0
Quality management
Cisco Webex Contact Center
9.1
Zendesk Talk
6.5
Call analytics
Cisco Webex Contact Center
7.0
Zendesk Talk
4.3
Historical reporting
Cisco Webex Contact Center
7.3
Zendesk Talk
5.1
Live reporting
Cisco Webex Contact Center
9.1
Zendesk Talk
6.9
Customer surveys
Cisco Webex Contact Center
9.1
Zendesk Talk
3.4
Customer interaction analytics
Cisco Webex Contact Center
9.1
Zendesk Talk
4.8

Pros

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Zendesk 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.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 5.4
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Cisco 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.
Anonymous | TrustRadius Reviewer

Zendesk 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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

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.
Shea Mworia | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Talk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Zendesk Talk
8.0

Support Rating

Cisco Webex Contact Center
Zendesk Talk
5.4

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