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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 …
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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)
    8.0
    80%
  • Call forwarding (14)
    7.8
    78%
  • Agent dashboard (15)
    7.4
    74%

Reviewer Pros & Cons

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Pricing

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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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Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

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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 8.4

Workforce Optimization (WFO)

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

7.6
Avg 8.3
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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

(1-14 of 14)
Companies can't remove reviews or game the system. Here's why
Brandon R Hudson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
  • The best thing about Zendesk Talk is that your inquiries no longer go unattended.
  • You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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%.
Anthony K. Bryan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • It's incredible as correlation with different instruments like live chat or Freshchat
  • It satisfies your clients you can message, email, live visits, and web-based entertainment.
  • There are issues on occasion with transferring information and trading information. At times information is erased or missing for not a great explanation.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
January 09, 2019

Zendesk Talk: it's okay

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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
December 21, 2018

The Right Voice

Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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