GoContact vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GoContact
Score 10.0 out of 10
N/A
GoContact in Portugal is a company specialized in integrated solutions for Contact Centers (IPBX + Contact Center Software + Communications). GoContact's integrated Contact Center platform provides IPBX, IVR, Inbound / Outbound Services, Scripts, Tickets, Chat, CRM, Reporting /Analytics, Quality, E-learning, SMS, and Text to Speech.N/A
Zendesk Talk
Score 8.7 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
GoContactZendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
GoContactZendesk Talk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
GoContactZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
GoContact
9.4
2 Ratings
11% above category average
Zendesk Talk
8.2
14 Ratings
3% below category average
Agent dashboard9.02 Ratings7.614 Ratings
Validate callers10.02 Ratings7.911 Ratings
Outbound response9.02 Ratings8.513 Ratings
Call forwarding9.02 Ratings8.113 Ratings
Click-to-call (CTC)9.01 Ratings8.612 Ratings
Warm transfer10.02 Ratings7.510 Ratings
Predictive dialing10.02 Ratings7.77 Ratings
Interactive voice response9.02 Ratings8.69 Ratings
REST APIs10.01 Ratings8.06 Ratings
Call scripts9.02 Ratings8.45 Ratings
Call tracking9.02 Ratings7.912 Ratings
Multichannel integration9.02 Ratings8.48 Ratings
CRM software integration10.02 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
GoContact
9.4
2 Ratings
10% above category average
Zendesk Talk
8.3
14 Ratings
2% below category average
Inbound call routing9.92 Ratings8.210 Ratings
Omnichannel inbound routing9.92 Ratings8.28 Ratings
Recording9.02 Ratings8.613 Ratings
Quality management10.01 Ratings8.311 Ratings
Call analytics9.02 Ratings8.311 Ratings
Historical reporting9.02 Ratings8.611 Ratings
Live reporting9.02 Ratings8.612 Ratings
Customer surveys9.01 Ratings8.07 Ratings
Customer interaction analytics10.01 Ratings8.29 Ratings
Best Alternatives
GoContactZendesk Talk
Small Businesses
CloudTalk
CloudTalk
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.2 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.2 out of 10
CloudTalk
CloudTalk
Score 9.2 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GoContactZendesk Talk
Likelihood to Recommend
10.0
(2 ratings)
8.7
(14 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(1 ratings)
5.0
(6 ratings)
User Testimonials
GoContactZendesk Talk
Likelihood to Recommend
GoContact
GoContact is a good choice for medium and larger contact centers who deal with more than 2k calls per day for example. This software is a leader in managing Outbound Campaigns and it's easy to use. It's also suitable if you don't have a CRM and want to manage tickets and omnichannel customer service. If you just want an easy to use and easy to setup software and just making occasional outbound calls there's cheaper solutions.
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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
GoContact
  • Outbound Campaings
  • Dashboards
  • Scripting
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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
GoContact
  • External SIP Phone method
  • Managing DDI's
  • Workforce Management
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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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Usability
GoContact
Every user adapts quicky to the workspace and functionality but technically it should be easier to deal with the soft phone configuration. Team Leaders and Business Managers can get all the information they need to make decisions with a high level of usability. GoContact should think about bringing their software to an app version like their competition is doing.
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Zendesk
No answers on this topic
Support Rating
GoContact
Their support was in fact an extension of my team since day 1 and helped us in a big way with training, set up and solving operational doubts and issues in a fast and truly interested way. Personally, I had an account manager 24/7 at my disposal without any additional charge or something. They also care about our business and provide tips so we can get better results.
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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
GoContact
Since I was looking for a solution that allowed me to move about 50 door-to-door sellers to remote telemarketing work I needed a solution that was easy and fast to set up and to manage from a distance. GoContact is a leader in massive outbound solutions and very well recommended by people in my network.
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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
GoContact
  • Fast Implementation during COVID19
  • Fair Retribution Model
  • Techincal Support easy to acess
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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