What users are saying about
13 Ratings
17 Ratings
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Score 8.8 out of 100
13 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Sangoma Asterisk

Digium Asterisk is well suited for a city government as a communications solution for internal and external use. Other options like PBX are more expensive and hard to escalate. VoIP makes it easier to use the communications infrastructure instead that already exists rather than having to wire every phone when the solution is a digital or analog phone. In my city, government offices are not in the same place, which makes it harder to communicate everything together.
Anonymous | 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

Feature Rating Comparison

Contact Center Software

Sangoma Asterisk
Zendesk Talk
6.7
Agent dashboard
Sangoma Asterisk
Zendesk Talk
5.2
Validate callers
Sangoma Asterisk
Zendesk Talk
4.1
Outbound response
Sangoma Asterisk
Zendesk Talk
4.7
Call forwarding
Sangoma Asterisk
Zendesk Talk
8.9
Click-to-call (CTC)
Sangoma Asterisk
Zendesk Talk
8.2
Warm transfer
Sangoma Asterisk
Zendesk Talk
5.6
Interactive voice response
Sangoma Asterisk
Zendesk Talk
5.0
REST APIs
Sangoma Asterisk
Zendesk Talk
9.0
Call tracking
Sangoma Asterisk
Zendesk Talk
7.8
Multichannel integration
Sangoma Asterisk
Zendesk Talk
7.5
CRM software integration
Sangoma Asterisk
Zendesk Talk
7.9

Workforce Optimization (WFO)

Sangoma Asterisk
Zendesk Talk
6.3
Inbound call routing
Sangoma Asterisk
Zendesk Talk
7.2
Omnichannel inbound routing
Sangoma Asterisk
Zendesk Talk
9.9
Recording
Sangoma Asterisk
Zendesk Talk
9.1
Quality management
Sangoma Asterisk
Zendesk Talk
6.5
Call analytics
Sangoma Asterisk
Zendesk Talk
4.2
Historical reporting
Sangoma Asterisk
Zendesk Talk
5.1
Live reporting
Sangoma Asterisk
Zendesk Talk
6.9
Customer surveys
Sangoma Asterisk
Zendesk Talk
3.2
Customer interaction analytics
Sangoma Asterisk
Zendesk Talk
4.6

Pros

Sangoma Asterisk

  • Call forwarding that I can trust stays on even if my phone "refreshes."
  • Ability to setup various call rules and save them to use as needed.
Lisa Burns | 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

Sangoma Asterisk

  • Documentation is scarce, so you have to learn by trial and error.
  • Not cloud-based, and there's no mobile app.
  • The ability to email voicemail messages would be great.
Brian Duffy | TrustRadius Reviewer

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

Sangoma Asterisk

Sangoma Asterisk 8.0
Based on 2 answers
I have asked in the not so recent past about having my phone updated with my saved Digium "favorites" list but it doesn't seem that this is possible
Lisa Burns | TrustRadius Reviewer

Zendesk Talk

Zendesk Talk 5.3
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Sangoma Asterisk

[Based on] my experience, we initially had to deal with Avaya PBXs, the same applies to client instrumentation (telephones, etc.). Surely we are talking about a product much more "business-like", but the management and implementation has a high cost and is not as simple as it can be (or better) with Asterisk.
Luca Campanelli | 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

Sangoma Asterisk

  • being zero cost, we saved at least 3 million on what a legacy pbx would have cost
  • the savings and speed means lower cost on our service making us more competitive
  • stability
Anonymous | 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

Pricing Details

Sangoma Asterisk

General

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

Zendesk Talk

General

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

Rating Summary

Likelihood to Recommend

Sangoma Asterisk
9.3
Zendesk Talk
8.0

Support Rating

Sangoma Asterisk
8.0
Zendesk Talk
5.3

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