What users are saying about
2 Ratings
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Score 8 out of 100
17 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
Rolf Kramer | 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

Cloud Call Center
Zendesk Talk
6.7
Agent dashboard
Cloud Call Center
Zendesk Talk
5.1
Validate callers
Cloud Call Center
Zendesk Talk
4.1
Outbound response
Cloud Call Center
Zendesk Talk
4.8
Call forwarding
Cloud Call Center
Zendesk Talk
8.9
Click-to-call (CTC)
Cloud Call Center
Zendesk Talk
8.2
Warm transfer
Cloud Call Center
Zendesk Talk
5.5
Interactive voice response
Cloud Call Center
Zendesk Talk
5.0
REST APIs
Cloud Call Center
Zendesk Talk
9.0
Call tracking
Cloud Call Center
Zendesk Talk
7.8
Multichannel integration
Cloud Call Center
Zendesk Talk
7.5
CRM software integration
Cloud Call Center
Zendesk Talk
8.1

Workforce Optimization (WFO)

Cloud Call Center
Zendesk Talk
6.3
Inbound call routing
Cloud Call Center
Zendesk Talk
7.3
Omnichannel inbound routing
Cloud Call Center
Zendesk Talk
10.0
Recording
Cloud Call Center
Zendesk Talk
9.1
Quality management
Cloud Call Center
Zendesk Talk
6.5
Call analytics
Cloud Call Center
Zendesk Talk
4.1
Historical reporting
Cloud Call Center
Zendesk Talk
5.0
Live reporting
Cloud Call Center
Zendesk Talk
7.0
Customer surveys
Cloud Call Center
Zendesk Talk
3.2
Customer interaction analytics
Cloud Call Center
Zendesk Talk
4.5

Pros

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications
Rolf Kramer | 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

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration
Rolf Kramer | 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

Cloud Call Center

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 5.2
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

Cloud Call Center

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.
Rolf Kramer | 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

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality
Rolf Kramer | 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

Cloud Call 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

Cloud Call Center
9.0
Zendesk Talk
8.1

Support Rating

Cloud Call Center
Zendesk Talk
5.2

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