What users are saying about
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38 Ratings
4 Ratings
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Score 9.3 out of 100

Zendesk Talk

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38 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Cloud Call Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.8

Cloud Call Center

88%
8.3

Zendesk Talk

83%
Cloud Call Center ranks higher in 9/13 features

Agent dashboard

10.0
100%
1 Rating
7.8
78%
15 Ratings

Validate callers

9.0
90%
1 Rating
8.0
80%
12 Ratings

Outbound response

10.0
100%
1 Rating
8.6
86%
14 Ratings

Call forwarding

9.0
90%
1 Rating
8.2
82%
14 Ratings

Click-to-call (CTC)

8.0
80%
1 Rating
8.6
86%
14 Ratings

Warm transfer

9.0
90%
1 Rating
7.9
79%
12 Ratings

Predictive dialing

8.0
80%
1 Rating
8.0
80%
8 Ratings

Interactive voice response

8.0
80%
1 Rating
8.6
86%
10 Ratings

REST APIs

9.0
90%
1 Rating
8.1
81%
8 Ratings

Call scripts

9.0
90%
1 Rating
8.6
86%
7 Ratings

Call tracking

10.0
100%
1 Rating
8.1
81%
13 Ratings

Multichannel integration

8.0
80%
1 Rating
8.4
84%
10 Ratings

CRM software integration

8.0
80%
1 Rating
9.3
93%
10 Ratings

Workforce Optimization (WFO)

9.6

Cloud Call Center

96%
8.4

Zendesk Talk

84%
Cloud Call Center ranks higher in 8/9 features

Inbound call routing

9.0
90%
1 Rating
8.4
84%
12 Ratings

Omnichannel inbound routing

9.0
90%
1 Rating
8.4
84%
10 Ratings

Recording

8.0
80%
1 Rating
8.6
86%
14 Ratings

Quality management

10.0
100%
1 Rating
8.3
83%
12 Ratings

Call analytics

10.0
100%
1 Rating
8.3
83%
13 Ratings

Historical reporting

10.0
100%
1 Rating
8.6
86%
13 Ratings

Live reporting

10.0
100%
1 Rating
8.7
87%
13 Ratings

Customer surveys

10.0
100%
1 Rating
8.3
83%
8 Ratings

Customer interaction analytics

10.0
100%
1 Rating
8.2
82%
11 Ratings

Attribute Ratings

  • Cloud Call Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Cloud Call Center

90%
2 Ratings
8.8

Zendesk Talk

88%
15 Ratings

Support Rating

Cloud Call Center

N/A
0 Ratings
5.0

Zendesk Talk

50%
6 Ratings

Likelihood to Recommend

3CLogic.com

Cloud Call is best suited for any form of call center operations be it heavy inbound or outbound call volumes. It's an all-in-one dialer that takes care of all needs. The analytics tool will give you in-depth info on each call and also generate reports on ready-to-consume statistics for all calls in a given time period.
Read full review

Zendesk

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.
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Pros

3CLogic.com

  • Ease of Use
  • Softphones
  • Integration to other applications
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Zendesk

  • 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

3CLogic.com

  • Cost
  • Needs more feature updates.
  • More integration with third party recorders.
Read full review

Zendesk

  • 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

Pricing Details

Cloud Call Center

Starting Price

Editions & Modules

Cloud Call Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Zendesk Talk

    Starting Price

    Editions & Modules

    Zendesk Talk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Support Rating

      3CLogic.com

      No answers on this topic

      Zendesk

      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

      3CLogic.com

      Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
      Read full review

      Zendesk

      By constantly searching for other software that allows us to have the same functions. We have found that this platform is well received because each of its functions meets what we want for the best functioning of our company in communication, thus being able to offer better telephone benefits. Powerful with high performance.
      Read full review

      Return on Investment

      3CLogic.com

      • Increased efficiency.
      • Increased customer satisfaction.
      • Increased our support teams productivity.
      • Helps with training.
      Read full review

      Zendesk

      • 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

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