Google Cloud Speech-to-Text vs. Zendesk Talk

So, I've had scenarios like when I collaborate with a team where the people are from around the world. So, I used it there, and we spoke to each other in their native language. That boosts everyone's confidence in our collaborative efforts. I've also utilized its model and the API in my projects, including a Virtual assistant and a multilingual application that allows us to learn languages from around the world. We tested it with a group of 12 people, and that's when it failed. I mean, it's not a failure, but it can't detect every person.

Incentivized

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.

Incentivized

• An amazing tool which helps a lot in a meetings.
• It's an efficient tool for improving efficiency by saving a lot of time typing. It saves at least 40-50% of our time, thus increasing efficiency.
• Incredible accuracy with multiple accents & multiple language.
• It takes punctuation into consideration.

Incentivized

• 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.

Incentivized

• The software does occasionally get confused by confusing terminology.
• Its web-based interface can also feel a tad hard to use compared to more appealing desktop apps.
• I've experienced the occasional technical issue, though the provider's support team is quick to troubleshoot.

• 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.

Incentivized

The reasoning behind my 10 is that the UI is very intuitive; I didn't require any formal training to use it. Google's speech-to-text is not just a conversion tool; it helps automate mundane tasks, saves time, and has an almost human-like understanding.

Incentivized

Everything about it works, as I have previously detailed. Coming from different companies and using other tools like Twilio or Aircall, those are VOIP tools that are built to be plugged into other tools, Zendesk Talk is natively built into Zendesk and feels correct in the user experience of 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.

Incentivized

Earlier we were completely reliant on text pad or notepad, where we used to manually capture the information, which seems to be very hectic for the long-running meeting, because holding the information and capturing them and redocumenting it is very big process and it involves human work we were looking for some automation which can fix this issue then we got Google Cloud Speech-to-Text which converts audio to text files easier and faster and also it support many languages there by helping to align with various different clients across the globe and make the discussion seamless.

Incentivized

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.

Incentivized

• Right now it is very costly for any small company to afford price can be reduced
• Extension to skype/webex can increase connectivity to multiple systems and capture the data efficiently
• Multi language features is an great asset to this tool as it will help us to transcribe text of any language. More than 100 plus languages support
• Customer support is also great who assist us whenever we face issue and gets resolved very fastly

Incentivized

• 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%.

Incentivized