What users are saying about

Talkdesk vs Zendesk Talk

Talkdesk
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Top Rated
497 Ratings
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Zendesk Talk
34 Ratings

Talkdesk

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Top Rated
497 Ratings
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Score 8.7 out of 100

Based on 497 reviews and ratings

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Zendesk Talk

34 Ratings
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Score 8.6 out of 100

Based on 34 reviews and ratings

Feature Set Ratings

  • Talkdesk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.6

Talkdesk

86%
8.4

Zendesk Talk

84%
Talkdesk ranks higher in 10/13 features
Talkdesk ranks higher in 10/13 features

Agent dashboard

8.5
85%
366 Ratings
7.9
79%
14 Ratings

Validate callers

8.4
84%
324 Ratings
8.1
81%
11 Ratings

Outbound response

8.6
86%
338 Ratings
8.5
85%
13 Ratings

Call forwarding

8.7
87%
328 Ratings
7.9
79%
13 Ratings

Click-to-call (CTC)

8.7
87%
306 Ratings
8.6
86%
13 Ratings

Warm transfer

9.1
91%
346 Ratings
8.0
80%
11 Ratings

Predictive dialing

8.2
82%
169 Ratings
8.1
81%
7 Ratings

Interactive voice response

9.0
90%
238 Ratings
8.8
88%
9 Ratings

REST APIs

8.0
80%
197 Ratings
8.0
80%
8 Ratings

Call scripts

8.5
85%
165 Ratings
9.0
90%
6 Ratings

Call tracking

8.7
87%
338 Ratings
8.4
84%
12 Ratings

Multichannel integration

8.5
85%
250 Ratings
9.0
90%
9 Ratings

CRM software integration

8.5
85%
298 Ratings
9.4
94%
10 Ratings

Workforce Optimization (WFO)

8.8

Talkdesk

88%
8.7

Zendesk Talk

87%
Talkdesk ranks higher in 6/9 features
Talkdesk ranks higher in 6/9 features

Inbound call routing

8.9
89%
334 Ratings
8.7
87%
11 Ratings

Omnichannel inbound routing

8.6
86%
239 Ratings
8.4
84%
9 Ratings

Recording

9.4
94%
358 Ratings
8.9
89%
13 Ratings

Quality management

9.0
90%
324 Ratings
8.6
86%
11 Ratings

Call analytics

8.7
87%
335 Ratings
9.0
90%
12 Ratings

Historical reporting

8.8
88%
338 Ratings
8.6
86%
12 Ratings

Live reporting

9.0
90%
335 Ratings
9.1
91%
12 Ratings

Customer surveys

8.6
86%
187 Ratings
8.2
82%
7 Ratings

Customer interaction analytics

8.7
87%
210 Ratings
8.8
88%
10 Ratings

Attribute Ratings

  • Talkdesk is rated higher in 2 areas: Usability, Support Rating
  • Zendesk Talk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.8

Talkdesk

88%
396 Ratings
8.9

Zendesk Talk

89%
14 Ratings

Likelihood to Renew

8.5

Talkdesk

85%
15 Ratings

Zendesk Talk

N/A
0 Ratings

Usability

8.9

Talkdesk

89%
204 Ratings
8.0

Zendesk Talk

80%
1 Rating

Availability

10.0

Talkdesk

100%
2 Ratings

Zendesk Talk

N/A
0 Ratings

Performance

10.0

Talkdesk

100%
2 Ratings

Zendesk Talk

N/A
0 Ratings

Support Rating

8.1

Talkdesk

81%
189 Ratings
6.7

Zendesk Talk

67%
7 Ratings

In-Person Training

10.0

Talkdesk

100%
1 Rating

Zendesk Talk

N/A
0 Ratings

Online Training

10.0

Talkdesk

100%
1 Rating

Zendesk Talk

N/A
0 Ratings

Implementation Rating

8.7

Talkdesk

87%
168 Ratings

Zendesk Talk

N/A
0 Ratings

Product Scalability

10.0

Talkdesk

100%
2 Ratings

Zendesk Talk

N/A
0 Ratings

Likelihood to Recommend

Talkdesk

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

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Anonymous | TrustRadius Reviewer
Verified User
View all 396 answers on this topic

Zendesk Talk

This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.

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Anonymous | TrustRadius Reviewer
Verified User
View all 14 answers on this topic

Pros

Talkdesk

  • Studio Academy - We / our team can self learn on how to address our own problems
  • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
  • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system

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Tyler Neuwirth | TrustRadius Reviewer
Tyler Neuwirth
View all 396 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 14 answers on this topic

Cons

Talkdesk

  • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

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Anonymous | TrustRadius Reviewer
Verified User
View all 396 answers on this topic

Zendesk Talk

  • 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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Shea Mworia | TrustRadius Reviewer
Shea Mworia
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Pricing Details

Talkdesk

General

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

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details
—

Zendesk Talk

General

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

Starting Price

—

Zendesk Talk Editions & Modules

—
Additional Pricing Details
—

Likelihood to Renew

Talkdesk

Talkdesk 8.5
Based on 15 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

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Anonymous | TrustRadius Reviewer
Verified User
View all 15 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Usability

Talkdesk

Talkdesk 8.9
Based on 204 answers
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.

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Desiree Moore | TrustRadius Reviewer
Desiree Moore
View all 204 answers on this topic

Zendesk Talk

Zendesk Talk 8.0
Based on 1 answer
My organization used it as a point of contact for client inquiries. Our knowledgeable customer service representatives tried it and had a positive experience with it.

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Omi Das | TrustRadius Reviewer
Omi Das
View all 1 answers on this topic

Reliability and Availability

Talkdesk

Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.

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Anonymous | TrustRadius Reviewer
Verified User
View all 2 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Performance

Talkdesk

Talkdesk 10.0
Based on 2 answers
We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.

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Ken Cohen | TrustRadius Reviewer
Ken Cohen
View all 2 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

Talkdesk

Talkdesk 8.1
Based on 189 answers
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

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Mark de Gruiter | TrustRadius Reviewer
Mark de Gruiter
View all 189 answers on this topic

Zendesk Talk

Zendesk Talk 6.7
Based on 7 answers
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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Shea Mworia | TrustRadius Reviewer
Shea Mworia
View all 7 answers on this topic

In-Person Training

Talkdesk

Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.

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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Online Training

Talkdesk

Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information

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Ken Cohen | TrustRadius Reviewer
Ken Cohen
View all 1 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Implementation Rating

Talkdesk

Talkdesk 8.7
Based on 168 answers
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

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Anonymous | TrustRadius Reviewer
Verified User
View all 168 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Alternatives Considered

Talkdesk

I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.

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Anonymous | TrustRadius Reviewer
Verified User
View all 396 answers on this topic

Zendesk Talk

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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Anonymous | TrustRadius Reviewer
Verified User
View all 14 answers on this topic

Scalability

Talkdesk

Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.

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Anonymous | TrustRadius Reviewer
Verified User
View all 2 answers on this topic

Zendesk Talk

No score
No answers yet
No answers on this topic

Return on Investment

Talkdesk

  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.

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Carlos A | TrustRadius Reviewer
Carlos A
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Zendesk Talk

  • Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
  • The best thing about Zendesk Talk is that your inquiries no longer go unattended.
  • You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.

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Brandon R Hudson | TrustRadius Reviewer
Brandon R Hudson
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