Overview
What is Zendesk Talk?
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…
Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.
A good way to improve the Customer Care service
Call Center Operations taken care by Zendesk
Ideal for increasing customer satisfaction.
Solution for a connected customer experience world
My Zendesk Talk Review.
The latest insights on Zendesk Talk from my experience
Zendesk Talk single and powerful solution.
Zendesk Talk is the all-inclusive customer service suite.
Zendesk Review
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.
Zendesk Talk
Zendesk Talk: it's okay
The Right Voice
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Outbound response (13)8.585%
- Recording (14)8.080%
- Call forwarding (14)7.878%
- Agent dashboard (15)7.474%
Reviewer Pros & Cons
Pricing
What is Zendesk Talk?
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.4Agent dashboard(15) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(11) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.8Call forwarding(14) Ratings
Forwarding of calls to the appropriate agents.
- 8.6Click-to-call (CTC)(12) Ratings
Allows one-click calling for agents.
- 7.7Warm transfer(11) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.6Predictive dialing(7) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.5Interactive voice response(9) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8REST APIs(6) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(5) Ratings
Providing agents with a predefined conversation script.
- 7.6Call tracking(13) Ratings
Enables agents and managers to see the origin of the call.
- 7.8Multichannel integration(9) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.6CRM software integration(8) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.7Inbound call routing(11) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.7Omnichannel inbound routing(9) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8Recording(14) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.8Quality management(12) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.8Call analytics(12) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.4Historical reporting(12) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 6.4Live reporting(13) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8Customer surveys(7) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.1Customer interaction analytics(9) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Tech Details
- FAQs
What is Zendesk Talk?
Zendesk Talk Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(41)Attribute Ratings
Reviews
(1-15 of 15)Zendesk Talk review
Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.
- All requests (at different time moments) from a single customer incorporated into a single ticket - helping respond to them easier and faster.
- Less customer waiting time.
- easy assigning tickets to those in-charge
- A feature for scheduled automatic replies to customers would be helpful
- During an issue, always directed to FAQ articles and not easy to get in touch with their customer care.
A good way to improve the Customer Care service
- Control over single task even if requests were made in different time moments.
- Customer waiting times decreasing.
- Simple and speed follow up to the customer who contact us.
- Starting from a set of keywords (in an email text or also recognised from a phone call), give a standard and automatic reply without operator participation.
- Starting from a set of keywords (in an email text or also recognised from a phone call), categorized the single task into the right topic area.
- Technical integration with other technological systems, for instance Snow.
Call Center Operations taken care by Zendesk
- Cloud Telephony
- User enagegement and management
- Analytics and data structuring
- Mobility and ease of access
- Pricing
- Product enhancement
- Training for complete new joinees
- Integration support with small fish products as well
Ideal for increasing customer satisfaction.
- It is reasonably priced and may be implemented immediately.
- By making full use of triggers and automation, it can be flexibly configured according to the company's query flow.
- You can assign people in charge of each type of ticket.
- Support is primarily directed to frequently asked questions articles.
- Many FAQ articles are not translated.
- Cooperation with other applications is easy, but support does not support application cooperation.
Solution for a connected customer experience world
- Interactive voice response allowed us to decrease queue manning headcount.
- Dashboards and reporting allowed our operations leaders to keep a watchful eye on how individual call centers are doing.
- Call transfer takes a lot of steps and is a bit cumbersome. This increased our call resolution time.
- While extensive, the reporting feature is difficult to use as the UI is a bit disjointed thus making it hard to understand.
My Zendesk Talk Review.
- Call Distribution.
- Lower handle time.
- More idle time.
- A bit technical.
- Slow on updates.
- Font too small.
- Overall, it was satisfactory given the product's wealth of features and functions. Obtaining assistance in understanding how to best use the product was occasionally difficult.
- Zendesk is an excellent customer service software that we have been using for the past six months.
- It makes your customers happy because you can communicate with them via text, email, live chat, and social media. The best software because it is available in 40 different languages.
- It just vanishes when you close it, but it could be something I'm missing.
- There are occasional issues with uploading and exporting data. Data is sometimes deleted or lost for no apparent reason.
- Their customer service was appalling. They had a recurring $731 USD subscription set up when we signed up and would not even consider canceling it when we were a day into the recurring payment.
Zendesk Talk single and powerful solution.
- Send texts message.
- Zendesk can be integrated with any environment and platform.
- An easy way to set up phone, voicemail, and text messages.
- Also come with this great feature called Unified conversations.
- Maybe Improve IVR option.
- Add a dashboard with more options.
- Review reporting option and add friendly one where user can customize.
- Improve customers option in order to reach an agent quickly getting questions answered.
- Streamlined customer communications.
- Efficiency in sharing customer interactions with other team members.
- Reliable use with few client issues and system down time.
- Client training and education about using the product more efficiently.
- Can be complex to learn how to use; not user-friendly interface.
- Configuring and optimizing data can take some time.
- Not easy to set up an account, pricing, etc. without a sales rep.
Zendesk Review
- Clear sound makes callers easy to understand.
- Easy to understand software.
- Maybe an updates display, it seems out of date.
- Larger text and numbers.
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.
- Allows for quick resolve with a one touch resolution for our customers.
- The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.
- 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.
Zendesk Talk
- Logging calls
- Availability management
- User interface
- Setup
Zendesk Talk: it's okay
- 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.
The Right Voice
- 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.