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Zendesk Talk

Zendesk Talk

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…

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Recent Reviews

Zendesk Review

9 out of 10
March 10, 2020
Incentivized
It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a …
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The Right Voice

5 out of 10
December 21, 2018
Incentivized
The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and …
Continue reading
Read all reviews

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

View all 22 features
  • Outbound response (13)
    8.5
    85%
  • Recording (14)
    7.9
    79%
  • Call forwarding (14)
    7.7
    77%
  • Agent dashboard (15)
    7.4
    74%

Reviewer Pros & Cons

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Verified User
Employee in Customer Service
Computer Software Company, 51-200 employees
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Pricing

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Zendesk Talk

Zendesk Talk

N/A
Unavailable

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.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

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Product Details

What is Zendesk Talk?

Zendesk Talk Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate CRM software integration highest, with a score of 9.6.

The most common users of Zendesk Talk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(41)

Attribute Ratings

Reviews

(1-15 of 15)
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March 10, 2023

Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.

Verified User
Employee in Product Management
Computer & Network Security Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
If you have a customer care team or support team, Zendesk Talk is an amazing platform to, manage all the customer-raised tickets, emails, phone calls, etc under one roof. Moreover, it is a cloud platform, making it easily accessible from anywhere.
July 02, 2022

A good way to improve the Customer Care service

francesca turra | TrustRadius Reviewer
francesca turra
Expert on Spain
Allianz SpA (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 22, 2022

Call Center Operations taken care by Zendesk

Nithin Rao | TrustRadius Reviewer
Nithin Rao
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Complete contact center solution from Zendesk. We used an older PSTIN model and once we changed to Zendesk. It was a world apart and we loved the UI and the way Zendesk operates. There have been cases where we faced extreme downtimes and Zendesk was a lovely team to support and help us get through.
June 22, 2022

Ideal for increasing customer satisfaction.

Brandon R Hudson | TrustRadius Reviewer
Brandon R Hudson
Software Engineer
Digi International (Information Technology & Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
"Trigger" and "Automate" can prevent overlooking the inquiry ticket or forgetting to respond, which can lead to troubleshooting. In our usage, the trigger is used to notify the person in charge when the ticket reaches a specific status, and the automate is used to send a notification when there is no response or no response from the other party after entering a comment for a certain period of time.
June 22, 2022

Solution for a connected customer experience world

Verified User
Director in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.
June 21, 2022

My Zendesk Talk Review.

JW
Jay-mar Whyte
Team Lead
Advantage Communication Inc (Telecommunications, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Talk was very helpful when we had multiple complaints from agents about call distribution. The agents used to complain about the calls not being distributed evenly. Agents that were fresh off of a call were the ones to handle the next available call. With Zendesk Talk we were able to address this problem by assigning the next available call to the agent that was available the longest.
June 21, 2022

The latest insights on Zendesk Talk from my experience

Anthony K. Bryan | TrustRadius Reviewer
Anthony K. Bryan
Relief Cashier
BlueStart Capital Jamaica Limited (Consumer Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Utilizing Zendesk, our client care delegates can get the data they need all alone. At the point when I handle the articles, I hear only beneficial things about how this program makes my occupation simpler and more useful. They might utilize Slack to search for replies, and the outcomes will be connected to significant articles in Zendesk. Zendesk might be effortlessly coordinated with different administrations, like leeway. On the other hand: The trouble of making dashboards and how much time it takes to do so irritate me. Along these lines, the dashboard may be occasionally befuddled, with noticeably off information.
June 19, 2022

Zendesk Talk single and powerful solution.

ST
Starling Trinidad
IT
PETROQUIM (Building Materials, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For us, a great feature is Unified communication, we can always communicate to give customers quick answers. also, the routing call option with language selection redirected to an accurate agent to be attended to in his native idiom it's great with that customer experience is grateful.
June 18, 2022

Zendesk Talk is the all-inclusive customer service suite.

Verified User
Vice-President in Product Management
E-Learning Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Zendesk Talk works well if you want to streamline all of your customer interactions in one place with your Zendesk tickets, chatbot, etc. It makes it simple to see what interactions have already taken place with customers and other customer service agents. Zendesk Talk is our first choice because there are no other systems out there that combine all of the features that seamlessly transfer from one to another as needed. We also appreciate how Zendesk Talk can transfer from an email ticket to a phone ticket, and back.
March 10, 2020

Zendesk Review

Verified User
Project Manager in Customer Service
Consumer Services Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
February 13, 2020

Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.

SM
Shea Mworia
Director of Customer Service
Camp Gladiator (Health, Wellness and Fitness, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
January 09, 2019

Zendesk Talk: it's okay

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
December 21, 2018

The Right Voice

Verified User
Director in Customer Service
Logistics and Supply Chain Company, 11-50 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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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