What users are saying about

Webex Contact Center vs Zendesk Talk

Webex Contact Center
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43 Ratings
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Zendesk Talk
18 Ratings

Webex Contact Center

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43 Ratings
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Score 9.4 out of 100

Based on 43 reviews and ratings

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Zendesk Talk

18 Ratings
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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.

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Ericson Aragoza | TrustRadius Reviewer
Ericson Aragoza
View all 13 answers on this topic

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.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
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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

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Anonymous | TrustRadius Reviewer
Verified User
View all 13 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 5 answers on this topic

Cons

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.

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J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
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Zendesk Talk

  • User interface
  • Setup

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Vincent Frisina | TrustRadius Reviewer
Vincent Frisina
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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

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 13 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
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Return 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.

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J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
View all 13 answers on this topic

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.

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Shea Mworia | TrustRadius Reviewer
Shea Mworia
View all 5 answers on this topic

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