IBM® watsonx™ Orchestrate® leverages AI to automate complex workflows. The solution helps build, deploy, and manage AI assistants and agents. It offers a catalogue of pre-built agents and tools, low-code agent builder, multi-agent collaboration capabilities, and integrations with enterprise apps.
$530
per month
Zendesk Talk
Score8.5 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
IBM watsonx Orchestrate
Zendesk Talk
Editions & Modules
Essential
$500
per month per subscription
Essentials
$500
per month Per subscription
Standard
Enterprise
Standard
Enterprise
per month Per subscription
No answers on this topic
Offerings
Pricing Offerings
IBM watsonx Orchestrate
Zendesk Talk
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
IBM watsonx Orchestrate can be deployed and run on IBM Cloud, AWS, or on-premises. Prices shown are indicative, may vary by country, exclude any applicable taxes and duties, and are subject to product offering availability in a locale.
For starters, most enterprise-grade organizations and Customers struggle to align their current IT estate and landscape with fast-moving, agile, AI-driven automation and development initiatives. All tooling, governance, structure, and frameworks available to support and facilitate the incorporation of this new but still cross-system technology layer are essential to minimize the risks of data leaks, unauthorized access, unbridled token consumption, and other issues. For some businesses and organizations with a handful of systems or a smaller footprint, the platform could be a bit too complex.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
New and improved natural language processing yielding better results helps the assistants understand the intention behind the query.
Preserves context of communication, allowing the customers to establish inquiries on the website and continue on the mobile app without having extra informational input.
Intelligent conversations mean that complex paths that are branched based on the user's inputs allow for a much more natural flow of the conversation than fixed scripts.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I think that it needs to be able to integrate better with the knowledge catalogs. It currently provides a default database, which isn't quite large enough for enterprise use. We can connect that then to an external source, but it'd be nice if we could able just to instantiate one straight away.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Currently we are using to develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library. Action flow and dialog flow we are currently in chatbot.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
With the growing use of AI and chatbots, it's very easy to use, and the conversational language makes it easier than keyword searches in a document. The contextual language processing is impressive. It's easy to integrate into our internal portal. The use of this tool would depend on each company's security and data sensitivity.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
To develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library. IBM Watson library anyone can easily learn and develop chatbots.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We've rarely had to engage support, but they've always been prompt in responding and very attentive. Support experiences have been extremely positive (but we're mostly happy that we just don't have any cause to routinely need support in the first place!).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Strong ITSM and HR workflow automation with governance, ServiceNow excels in IT/HR but lacks flexibility for cross-departmental use cases such as demand planning, finance close, or procurement analytics. Orchestrate supports a broader set of enterprise functions beyond IT service automation. So, watsonx is a better approach than any other available tool in the market as of now, based on the use cases I've encountered and my efforts to understand the essence of the service.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
From past 3+ years I am using IBM Watson in our current project easily can implement and manage and monitor user how their using. Is there and update also just update dialog is just enough to change no need to touch any other templates. Multiple language will support, and action and dialog speak recognize chatbot we can create as per client requirement. Overall, as of now good experience with IBM Watson.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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%.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
