What users are saying about
3 Ratings
3 Ratings
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Score 7 out of 101

Likelihood to Recommend

Zendesk Talk

Overall, I have been satisfied with the product and don't think that it needs any changes for a single/small organization to opt it. ZD Talk is well suited in a common IT or Software Support industry or environment, it is a fast-paced product with a good ROI because the reports and calling information and reporting all work greatly.
Sohaib Ahmed Khattak - PCI QIR profile photo

Feature Rating Comparison

Contact Center Software

Zendesk Talk
7.0
Agent dashboard
Zendesk Talk
6.7
Validate callers
Zendesk Talk
6.5
Outbound response
Zendesk Talk
7.3
Call forwarding
Zendesk Talk
7.0
Click-to-call (CTC)
Zendesk Talk
6.6
Warm transfer
Zendesk Talk
7.3
Interactive voice response
Zendesk Talk
5.0
REST APIs
Zendesk Talk
9.0
Call tracking
Zendesk Talk
7.0
Multichannel integration
Zendesk Talk
8.0
CRM software integration
Zendesk Talk
7.0

Workforce Optimization (WFO)

Zendesk Talk
6.8
Inbound call routing
Zendesk Talk
7.0
Omnichannel inbound routing
Zendesk Talk
7.0
Recording
Zendesk Talk
8.0
Quality management
Zendesk Talk
7.5
Call analytics
Zendesk Talk
7.6
Historical reporting
Zendesk Talk
6.0
Live reporting
Zendesk Talk
5.7
Customer surveys
Zendesk Talk
7.0
Customer interaction analytics
Zendesk Talk
5.0

Pros

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.
No photo available

Cons

Zendesk Talk

  • The IVR set up could use some streamlining. Having to go to several different tabs to fully set it up is a bit tedious.
  • Not having an option to stop the recording when gathering credit card information is not an option currently.
  • The callback feature is not currently working.
No photo available

Alternatives Considered

Zendesk Talk

Zendesk is a complete package to my understanding, the reporting structure assists in daily reporting and the actual user data makes it great. I have used other systems which were Opensource but there was always a gap which lead us in searching for more better products. Zendesk also has the best way to accommodate the knowledge base for us
Sohaib Ahmed Khattak - PCI QIR profile photo

Return on Investment

Zendesk Talk

  • More reliable than our previous talk center software.
  • Call recording has been a great addition
  • We have a much better idea of how to staff phones with the metrics we get from Zendesk Talk
No photo available

Pricing Details

Zendesk Talk

General

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

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