DCDial vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DCDial
Score 9.4 out of 10
Small Businesses (1-50 employees)
DCDial is a cloud call center provider located in Atlanta, GA USA. As a full-featured call center platform, DCDial renders a spectrum of services. DCDial offers solutions for a number of industries including but not limited to e-commerce, financial, healthcare, real estate, travel, insurance industries. DCDial allows integration facilities into existing CRMs as well as its own Cloud API to run with existing system. The vendor states that DCDial offers affordable and flexible pricing plans…N/A
Zendesk Talk
Score 8.1 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
DCDialZendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
DCDialZendesk Talk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Features
DCDialZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
DCDial
-
Ratings
Zendesk Talk
8.1
15 Ratings
3% below category average
Agent dashboard00 Ratings7.415 Ratings
Validate callers00 Ratings7.911 Ratings
Outbound response00 Ratings8.513 Ratings
Call forwarding00 Ratings7.814 Ratings
Click-to-call (CTC)00 Ratings8.612 Ratings
Warm transfer00 Ratings7.711 Ratings
Predictive dialing00 Ratings7.67 Ratings
Interactive voice response00 Ratings8.59 Ratings
REST APIs00 Ratings8.06 Ratings
Call scripts00 Ratings8.35 Ratings
Call tracking00 Ratings7.513 Ratings
Multichannel integration00 Ratings7.89 Ratings
CRM software integration00 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
DCDial
-
Ratings
Zendesk Talk
7.6
15 Ratings
8% below category average
Inbound call routing00 Ratings7.711 Ratings
Omnichannel inbound routing00 Ratings7.79 Ratings
Recording00 Ratings8.014 Ratings
Quality management00 Ratings7.812 Ratings
Call analytics00 Ratings7.812 Ratings
Historical reporting00 Ratings7.312 Ratings
Live reporting00 Ratings6.213 Ratings
Customer surveys00 Ratings8.07 Ratings
Customer interaction analytics00 Ratings8.19 Ratings
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DCDialZendesk Talk
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CloudTalk
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Score 9.5 out of 10
Medium-sized Companies
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User Ratings
DCDialZendesk Talk
Likelihood to Recommend
9.5
(3 ratings)
8.2
(15 ratings)
Support Rating
10.0
(1 ratings)
5.0
(3 ratings)
User Testimonials
DCDialZendesk Talk
Likelihood to Recommend
DCDial
This software is very useful to all companies that want to increase their sales through customer service or call centers for their sales. It has worked very well for us, being able to solve minor failures, it is one of the best-priced software, compared to everything it offers.
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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
DCDial
  • Integrates seamlessly with our CRM products.
  • Call tracking capabilities.
  • A fully compliant call center suite.
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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.
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Cons
DCDial
  • I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.
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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.
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Support Rating
DCDial
I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.
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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.
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Alternatives Considered
DCDial
We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.
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Zendesk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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Return on Investment
DCDial
  • Call tracking capabilities.
  • Easy monitoring and reporting features.
  • Compliant call center suite.
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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%.
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ScreenShots

DCDial Screenshots

Screenshot of Dashboard pageScreenshot of Compliance Suite