What users are saying about
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Top Rated
254 Ratings
18 Ratings

Dialpad Talk

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Top Rated
254 Ratings
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Score 8.3 out of 100
18 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Contact Center Software

    Dialpad Talk

    Feature Set Not Supported
    N/A
    6.8

    Zendesk Talk

    68%
    Zendesk Talk ranks higher in 11/11 features

    Agent dashboard

    N/A
    0 Ratings
    5.0
    50%
    5 Ratings

    Validate callers

    N/A
    0 Ratings
    4.0
    40%
    3 Ratings

    Outbound response

    N/A
    0 Ratings
    5.0
    50%
    4 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.0
    90%
    4 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.4
    84%
    5 Ratings

    Warm transfer

    N/A
    0 Ratings
    5.6
    56%
    4 Ratings

    Interactive voice response

    N/A
    0 Ratings
    5.0
    50%
    1 Rating

    REST APIs

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Call tracking

    N/A
    0 Ratings
    7.8
    78%
    4 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.5
    75%
    3 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.3
    83%
    3 Ratings

    Workforce Optimization (WFO)

    Dialpad Talk

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Talk

    63%
    Zendesk Talk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    7.4
    74%
    4 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Recording

    N/A
    0 Ratings
    9.2
    92%
    5 Ratings

    Quality management

    N/A
    0 Ratings
    6.5
    65%
    3 Ratings

    Call analytics

    N/A
    0 Ratings
    4.1
    41%
    4 Ratings

    Historical reporting

    N/A
    0 Ratings
    5.0
    50%
    4 Ratings

    Live reporting

    N/A
    0 Ratings
    7.0
    70%
    4 Ratings

    Customer surveys

    N/A
    0 Ratings
    3.1
    31%
    2 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    4.4
    44%
    3 Ratings

    Attribute Ratings

    • Dialpad Talk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.9

    Dialpad Talk

    89%
    150 Ratings
    8.1

    Zendesk Talk

    81%
    5 Ratings

    Likelihood to Renew

    9.1

    Dialpad Talk

    91%
    1 Rating

    Zendesk Talk

    N/A
    0 Ratings

    Usability

    8.7

    Dialpad Talk

    87%
    18 Ratings

    Zendesk Talk

    N/A
    0 Ratings

    Support Rating

    6.6

    Dialpad Talk

    66%
    71 Ratings
    5.0

    Zendesk Talk

    50%
    6 Ratings

    Likelihood to Recommend

    Dialpad Talk

    Small to mid-size professional services businesses, such as ourselves, are well suited particularly if you are going away from desk phones in favor of soft phones through an application. The AI/Voice Intelligence features were very good in testing, although our compliance department does not allow us to use them for customer phone calls.
    Ryan Helder | 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

    Pros

    Dialpad Talk

    • Manages the calls that need to be returned.
    • Sends a recording of the voicemail to the correct email so an agent can review it and call back.
    • Allows you to transfer to a certain agent if necessary. This is helpful because sometimes certain agents deal with certain callers because they know the caller’s history and needs better.
    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

    Dialpad Talk

    • I would like to see more configuration options with desk phones. Right now, I can add a phone by entering in the device-specific provisioning server and then thats it. I then have the option to remove it. I want more!
    • As an admin, Id like to be able to login to each of my users' accounts and make sure settings are correct vs having to walk over to their computers or asking them for their login info.
    • Some sort of application self checker. What I mean by this is I have some users using the desktop app, some not using it and some using a combination of both. Since there are multiple options for a user to accomplish the goal of taking calls, it would make sense to me to have the app actively check for all simultaneous instances of Dialpad [Talk] running and make the suggestion to use one or the other or even link you to the place you should be. This may be a unique situation to us as we are using Dialpad [Talk] as an integrated service in our dispatching software.
    Matt Halleck | TrustRadius Reviewer

    Zendesk Talk

    • User interface
    • Setup
    Vincent Frisina | TrustRadius Reviewer

    Pricing Details

    Dialpad Talk

    General

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

    Starting Price

    $0

    Dialpad Talk Editions & Modules

    Edition
    Standard$20.001
    Pro$30.001
    EnterpriseContact sales team
    1. per user/per month
    2. none
    Additional Pricing Details

    Zendesk Talk

    General

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

    Starting Price

    Zendesk Talk Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Dialpad Talk

    Dialpad Talk 9.1
    Based on 1 answer
    As of now, the way this system allows us to call each other, text each other (inner office) as well as communicate with customers while being fully integrated with our CRM (Service Titan) has made everything so much easier for everyone. Thus far, I am super thrilled with the ease of use, integration and all the reasons we chose Dialpad Talk are working great
    Anonymous | TrustRadius Reviewer

    Zendesk Talk

    No score
    No answers yet
    No answers on this topic

    Usability

    Dialpad Talk

    Dialpad Talk 8.7
    Based on 18 answers
    The Dialpad app is very user friendly. It took very little time for even our most technically-challenged users to adopt it. Dialpad is also constantly upgrading their software so that functionality is gained. User adoption was really amazing. All it took was just making a few outbound calls and a few short videos to train our people.
    Gregg Skala | TrustRadius Reviewer

    Zendesk Talk

    No score
    No answers yet
    No answers on this topic

    Support Rating

    Dialpad Talk

    Dialpad Talk 6.6
    Based on 71 answers
    1. Dialpad Onboarding support was okay. I think this was because we used a 3rd party vendor. We had a lot of issues with provisioning the phones.
    2. The Dialpad sales rep forgot to mention that Dialpad is only compatible with Polycom desk phones so we bad to purchase new phones last minute.
    3. We were supposed to get 3 months free when we signed up with Dialpad as a courtesy but the charged us for the 3rd month. They have resolved this error but I think there was no designated point of contact on Dialpad's end to help things move more smoothly.
    Anonymous | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Dialpad Talk

    I personally find Dialpad Talk to be extremely easy to use. At one point we has a large group of agents who weren't tech saavy whatsoever. This had concerned us but after seeing how fast they learned how to use it, mainly because of how user friendly Dialpad Talk is, those concerns went away.
    Gina Yfarraguerri | 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

    Dialpad Talk

    • Positive- better work/life balance therefore better retention rates and employee happiness
    • Positive- smoother correspondence on administrative items by using the chat functions and the ability to use the laptop to make calls while doing other work
    • Negative- confusion with number sand some functions that cause time to figure out and therefore disrupt workflow
    Laura Samoisette, LEED AP, WELL AP | 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

    Add comparison