TELUSCloud Contact Center vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
TELUS Cloud Contact Center (TC3)
Score 5.1 out of 10
N/A
TELUS Cloud Contact Center (TC3) is a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco’s Hosted Collaboration platform - an end-to-end, fully managed, enterprise grade solution that allows entities to focus on their core business while leveraging TELUS International's CX expertise. TELUS International is the company formed from Xavient Digital, after that company's acquisition by TELUS in 2018.N/A
Zendesk Talk
Score 8.0 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
TELUSCloud Contact CenterZendesk Talk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
TELUS Cloud Contact Center (TC3)Zendesk Talk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
TELUSCloud Contact CenterZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
TELUSCloud Contact Center
8.3
1 Ratings
0% below category average
Zendesk Talk
8.1
15 Ratings
3% below category average
Agent dashboard8.01 Ratings7.415 Ratings
Validate callers7.01 Ratings7.911 Ratings
Call forwarding9.01 Ratings7.614 Ratings
Click-to-call (CTC)9.01 Ratings8.612 Ratings
Warm transfer8.01 Ratings7.711 Ratings
Interactive voice response9.01 Ratings8.59 Ratings
Call tracking8.01 Ratings7.513 Ratings
Outbound response00 Ratings8.513 Ratings
Predictive dialing00 Ratings7.67 Ratings
REST APIs00 Ratings8.06 Ratings
Call scripts00 Ratings8.35 Ratings
Multichannel integration00 Ratings7.69 Ratings
CRM software integration00 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
TELUSCloud Contact Center
8.2
1 Ratings
1% below category average
Zendesk Talk
7.4
15 Ratings
11% below category average
Inbound call routing9.01 Ratings7.611 Ratings
Recording8.01 Ratings7.814 Ratings
Quality management8.01 Ratings7.712 Ratings
Call analytics8.01 Ratings7.712 Ratings
Historical reporting8.01 Ratings6.912 Ratings
Omnichannel inbound routing00 Ratings7.69 Ratings
Live reporting00 Ratings5.513 Ratings
Customer surveys00 Ratings8.07 Ratings
Customer interaction analytics00 Ratings8.19 Ratings
Best Alternatives
TELUSCloud Contact CenterZendesk Talk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
TELUSCloud Contact CenterZendesk Talk
Likelihood to Recommend
8.0
(1 ratings)
8.0
(15 ratings)
Support Rating
-
(0 ratings)
5.0
(3 ratings)
User Testimonials
TELUSCloud Contact CenterZendesk Talk
Likelihood to Recommend
TELUS International
A universal communication platform
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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.
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Pros
TELUS International
  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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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.
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Cons
TELUS International
  • Hardware features
  • Some set up are not flexible
  • Cost
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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.
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Support Rating
TELUS International
No answers on this topic
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.
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Alternatives Considered
TELUS International
Shaw Smart Voice
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Zendesk
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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Return on Investment
TELUS International
  • Save on cost when combining other services
  • Easier to communicate with remote employees
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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%.
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ScreenShots