TrustRadius
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrated 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. Features include inbound and outbound calling, warm transfers, automatic ticket creation, call recording, IVR, integration with Zendesk Support text channel, real-time call analytics, call monitoring. Zendesk Talk is a subscription based software and includes a free lite version of their paid products. They offer paid team, professional, and enterprise level options with free trials included. Pricing for these solutions starts at $19 per agent per month and increases to $89 per agent per month.https://media.trustradius.com/product-logos/OR/Ln/2CG17KCJ98RP.PNGZendesk - The Lifesaver!!I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product.,Make Calls Transfer Calls Call Recordings Merging of calls from one to other,Call transfer should be much easier A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system Text to speech would be awesome,9,Great reporting Satisfied customers No downtime,Skype, Skype for Business (formerly Lync), Freshdesk, SugarCRM and Zoho CRM Plus,Skype for Business (formerly Lync), Skype, Asana, Jira Service DeskZendesk Talk: it's okayWe use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.,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.,Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay. Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time. We've had some instances where call recordings didn't record or had weird glitches.,7,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,The Right VoiceThe whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and eliminates the need to run external applications.,Easy to use.,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.,5,Having our phone app inside of our support platform streamlines our workflow and allows our agents to get back to available faster. Not having the ability to pause recordings while gathering payment information creates the need for additional human touches to remain PCI compliant.,Talkdesk and NICE inContact CXone
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Zendesk Talk
3 Ratings
Score 7.0 out of 101
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Zendesk Talk Reviews

Zendesk Talk
3 Ratings
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Score 7.0 out of 101

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Sohaib Ahmed Khattak - PCI QIR profile photo
March 04, 2019

Zendesk - The Lifesaver!!

Score 9 out of 10
Vetted Review
Verified User
Review Source
I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product.
  • Make Calls
  • Transfer Calls
  • Call Recordings
  • Merging of calls from one to other
  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
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.
Read Sohaib Ahmed Khattak - PCI QIR's full review
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January 08, 2019

Zendesk Talk: it's okay

Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
  • 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.
  • Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay.
  • Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time.
  • We've had some instances where call recordings didn't record or had weird glitches.
Zendesk Talk is just okay and works well for us because we already use Zendesk. It gets the job done and has good uptime. Besides the times where computers have to be restarted to get Zendesk Talk to work, there aren't a lot of issues.
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December 21, 2018

The Right Voice

Score 5 out of 10
Vetted Review
Verified User
Review Source
The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and eliminates the need to run external applications.
  • Easy to use.
  • 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.
Currently, Zendesk Talk is not well suited for clients that gather PCI information over the phone. They offer some redaction apps in their marketplace; however, none of them eliminate the need for human resources to ensure important non-payment information is not lost forever.
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Zendesk Talk Scorecard Summary

Feature Scorecard Summary

Agent dashboard (3)
6.7
Validate callers (2)
6.5
Outbound response (3)
7.3
Call forwarding (3)
7.0
Click-to-call (CTC) (3)
6.7
Warm transfer (3)
7.3
Interactive voice response (1)
5
REST APIs (1)
9
Call tracking (2)
7.0
Multichannel integration (1)
8
CRM software integration (2)
7.0
Inbound call routing (2)
7.0
Omnichannel inbound routing (1)
7
Recording (3)
8.0
Quality management (2)
7.5
Call analytics (3)
7.7
Historical reporting (3)
6.0
Live reporting (3)
5.7
Customer surveys (2)
7.0
Customer interaction analytics (1)
5

About Zendesk Talk

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrated 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.

Features include inbound and outbound calling, warm transfers, automatic ticket creation, call recording, IVR, integration with Zendesk Support text channel, real-time call analytics, call monitoring.

Zendesk Talk is a subscription based software and includes a free lite version of their paid products. They offer paid team, professional, and enterprise level options with free trials included. Pricing for these solutions starts at $19 per agent per month and increases to $89 per agent per month.

Categories:  Contact Center

Zendesk Talk Technical Details

Operating Systems: Unspecified
Mobile Application:No