<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
38 Ratings
23 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Zendesk Talk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
38 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    Sangoma Asterisk

    Feature Set Not Supported
    N/A
    8.3

    Zendesk Talk

    83%
    Zendesk Talk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    7.8
    78%
    15 Ratings

    Validate callers

    N/A
    0 Ratings
    8.0
    80%
    12 Ratings

    Outbound response

    N/A
    0 Ratings
    8.6
    86%
    14 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.2
    82%
    14 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.6
    86%
    14 Ratings

    Warm transfer

    N/A
    0 Ratings
    7.9
    79%
    12 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.6
    86%
    10 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    8 Ratings

    Call scripts

    N/A
    0 Ratings
    8.6
    86%
    7 Ratings

    Call tracking

    N/A
    0 Ratings
    8.1
    81%
    13 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    10 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.3
    93%
    10 Ratings

    Workforce Optimization (WFO)

    Sangoma Asterisk

    Feature Set Not Supported
    N/A
    8.4

    Zendesk Talk

    84%
    Zendesk Talk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.4
    84%
    12 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.4
    84%
    10 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    14 Ratings

    Quality management

    N/A
    0 Ratings
    8.3
    83%
    12 Ratings

    Call analytics

    N/A
    0 Ratings
    8.3
    83%
    13 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.5
    85%
    13 Ratings

    Live reporting

    N/A
    0 Ratings
    8.7
    87%
    13 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.3
    83%
    8 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.2
    82%
    11 Ratings

    Attribute Ratings

    • Sangoma Asterisk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.5

    Sangoma Asterisk

    95%
    6 Ratings
    8.8

    Zendesk Talk

    88%
    15 Ratings

    Support Rating

    8.0

    Sangoma Asterisk

    80%
    2 Ratings
    5.0

    Zendesk Talk

    50%
    6 Ratings

    Likelihood to Recommend

    Sangoma

    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.
    Read full review

    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.
    Read full review

    Pros

    Sangoma

    • 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.
    Read full review

    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.
    Read full review

    Cons

    Sangoma

    • 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.
    Read full review

    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.
    Read full review

    Pricing Details

    Sangoma Asterisk

    Starting Price

    Editions & Modules

    Sangoma Asterisk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Zendesk Talk

      Starting Price

      Editions & Modules

      Zendesk Talk editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Support Rating

        Sangoma

        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
        Read full review

        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.
        Read full review

        Alternatives Considered

        Sangoma

        [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.
        Read full review

        Zendesk

        By constantly searching for other software that allows us to have the same functions. We have found that this platform is well received because each of its functions meets what we want for the best functioning of our company in communication, thus being able to offer better telephone benefits. Powerful with high performance.
        Read full review

        Return on Investment

        Sangoma

        • 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
        Read full review

        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%.
        Read full review

        Add comparison