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38 Ratings
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Zendesk Talk

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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

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

Contact Center Software

9.5

TELUS Cloud Contact Center (TC3)

95%
8.3

Zendesk Talk

83%
TELUSCloud Contact Center ranks higher in 13/13 features

Agent dashboard

9.3
93%
2 Ratings
7.8
78%
15 Ratings

Validate callers

8.9
89%
2 Ratings
8.0
80%
12 Ratings

Outbound response

10.0
100%
1 Rating
8.6
86%
14 Ratings

Call forwarding

9.6
96%
2 Ratings
8.2
82%
14 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
8.6
86%
14 Ratings

Warm transfer

9.3
93%
2 Ratings
7.9
79%
12 Ratings

Predictive dialing

10.0
100%
1 Rating
8.0
80%
8 Ratings

Interactive voice response

9.6
96%
2 Ratings
8.6
86%
10 Ratings

REST APIs

9.0
90%
1 Rating
8.1
81%
8 Ratings

Call scripts

10.0
100%
1 Rating
8.6
86%
7 Ratings

Call tracking

8.6
86%
2 Ratings
8.1
81%
13 Ratings

Multichannel integration

10.0
100%
1 Rating
8.4
84%
10 Ratings

CRM software integration

10.0
100%
1 Rating
9.3
93%
10 Ratings

Workforce Optimization (WFO)

9.6

TELUS Cloud Contact Center (TC3)

96%
8.4

Zendesk Talk

84%
TELUSCloud Contact Center ranks higher in 9/9 features

Inbound call routing

9.6
96%
2 Ratings
8.4
84%
12 Ratings

Omnichannel inbound routing

10.0
100%
1 Rating
8.4
84%
10 Ratings

Recording

9.3
93%
2 Ratings
8.6
86%
14 Ratings

Quality management

9.3
93%
2 Ratings
8.3
83%
12 Ratings

Call analytics

9.3
93%
2 Ratings
8.3
83%
13 Ratings

Historical reporting

9.3
93%
2 Ratings
8.5
85%
13 Ratings

Live reporting

10.0
100%
1 Rating
8.7
87%
13 Ratings

Customer surveys

10.0
100%
1 Rating
8.3
83%
8 Ratings

Customer interaction analytics

10.0
100%
1 Rating
8.2
82%
11 Ratings

Attribute Ratings

  • TELUSCloud Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.3

TELUS Cloud Contact Center (TC3)

93%
2 Ratings
8.8

Zendesk Talk

88%
15 Ratings

Support Rating

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings
5.0

Zendesk Talk

50%
6 Ratings

Likelihood to Recommend

TELUS International

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
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

TELUS International

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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

TELUS International

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
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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.
Read full review

Pricing Details

TELUS Cloud Contact Center (TC3)

Starting Price

Editions & Modules

TELUS Cloud Contact Center (TC3) 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

      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.
      Read full review

      Alternatives Considered

      TELUS International

      Shaw Smart Voice
      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

      TELUS International

      • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
      • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
      • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
      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

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