Skip to main content
TrustRadius
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…

Read more

Learn from top reviewers

Easiest Phone Option For A Fast Onboarding

Rating: 10 out of 10
August 5, 2024
Vetted ReviewVerified User
Zendesk Talk is phone option used for our customers to contact us. We needed a VOIP that would integrate perfectly with out support desk. Instead of using a 3rd party plug in,...
Continue reading
Peter Vadelnieks
Manager - Customer Service
Customer Support and Project Manager
SES-imagotag
Zendesk Talk7 years of experience

Zendesk Talk review

Rating: 7 out of 10
September 25, 2023
IncentivizedVetted ReviewVerified User
We migrated from Talkdesk to Zendesk talk in July 2023. It made ticket handling easier as relevant calls can be dumped in just one ticket. It has very low downtime as compared...
Continue reading
Verified user
Employee
Zendesk Talk5 years of experience

A good way to improve the Customer Care service

Rating: 8 out of 10
July 2, 2022
IncentivizedVetted ReviewVerified User
In our company, we use Zendesk Talk as the target ticketing system for managing communications through agents with a multi-channel approach. Agents contact us by email and by ...
Continue reading
francesca turra
Project Manager - Research & Development
Expert on Spain
Allianz SpA
Zendesk Talk1 year of experience

Call Center Operations taken care by Zendesk

Rating: 9 out of 10
June 22, 2022
IncentivizedVetted ReviewVerified User
Any call center would need telephony software. That is a given intuition. However, many do not understand the real-life problems that we face with it. Zendesk is a real-time l...
Continue reading
Nithin Rao
Manager - Corporate
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange
Zendesk Talk2 years of experience

Ideal for increasing customer satisfaction.

Rating: 9 out of 10
June 22, 2022
IncentivizedVetted ReviewVerified User
All queries are converted into tickets and the status can be viewed at a glance so that the response is not skipped. Using the tag management feature, failed responses and fre...
Continue reading
Brandon R Hudson
Engineer - Information Technology
Software Engineer
Digi International
Zendesk Talk2 years of experience
Log in with LinkedIn to see content from your network

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

Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

9 people also want pricing

Alternatives Pricing

Talkdesk

Talkdesk

$85
per month per user
What is Talkdesk?

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.

Aircall

Aircall

$30
per user/per month
What is Aircall?

Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to…

Return to navigation

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.

7.7
Avg 8.3

Workforce Optimization (WFO)

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

7.5
Avg 8.2
Return to navigation

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 Outbound response and Click-to-call (CTC) and Interactive voice response highest, with a score of 10.

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

Comparisons

View all alternatives

Compare with

Talkdesk

Talkdesk

Compare
Contact Vendor
Aircall

Aircall

Compare
Zoom Contact Center

Zoom Contact Center

Compare
Google Voice

Google Voice

Compare
Genesys Cloud CX

Genesys Cloud CX

Compare
Grasshopper

Grasshopper

Compare
8x8 Contact Center

8x8 Contact Center

Compare
Contact Vendor
NiCE CXone Mpower

NiCE CXone Mpower

Compare
Genesys Multicloud CX (discontinued)

Genesys Multicloud CX (discontinued)

Compare
Genesys PureConnect (discontinued)

Genesys PureConnect (discontinued)

Compare
Avaya Infinity™

Avaya Infinity™

Compare
Contact Vendor
Cisco Unified Contact Center

Cisco Unified Contact Center

Compare
Webex Contact Center

Webex Contact Center

Compare
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 14)

Call Center Operations taken care by Zendesk

Rating: 9 out of 10
Incentivized
June 22, 2022
NR
Nithin Rao
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange (Financial Services, 51-200 employees)
Vetted Review
Verified User
Zendesk Talk
2 years of experience
View profile
Use Cases and Deployment Scope
Any call center would need telephony software. That is a given intuition. However, many do not understand the real-life problems that we face with it. Zendesk is a real-time life saver and everything is cloud-based. We do not need an office setup or physical machines to manage the telephony. Its real-time transferable option helps in getting the workforce to start their day from any corner of the world. The analytics are out of this world and allows mid-management to understand the core functions around the contact center and improve on dips and downscales.
Pros
  • Cloud Telephony
  • User enagegement and management
  • Analytics and data structuring
  • Mobility and ease of access
Cons
  • Pricing
  • Product enhancement
  • Training for complete new joinees
  • Integration support with small fish products as well
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.

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

Rating: 7 out of 10
Incentivized
February 13, 2020
SM
Shea Mworia
Director of Customer Service
Camp Gladiator (Health, Wellness and Fitness, 1001-5000 employees)
Vetted Review
Verified User
Zendesk Talk
5 years of experience
Use Cases and Deployment Scope
Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.
Pros
  • 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.
Cons
  • 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.
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.

Solution for a connected customer experience world

Rating: 7 out of 10
Incentivized
June 22, 2022
Verified User
Director in Information Technology
Information Technology & Services Company, 10,001+ employees
Vetted Review
Verified User
Zendesk Talk
1 year of experience
Use Cases and Deployment Scope
Unified case management platform with integration to Salesforce. Prior to the implementation, we had different solutions for each division and regional call center. This created basic issues like the inability for case transfers and data mismatches. Implementing Zendesk was our answer to having a uniform platform for our disjointed call center problem.
Pros
  • 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.
Cons
  • 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.
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.

Zendesk Talk is the all-inclusive customer service suite.

Rating: 9 out of 10
Incentivized
June 18, 2022
Verified User
Vice-President in Product Management
E-Learning Company, 11-50 employees
Vetted Review
Verified User
Zendesk Talk
2 years of experience
Use Cases and Deployment Scope
We use Zendesk Talk for customer service phone calls. It makes it easy for our customer tickets to all be streamlined, whether they call, send in a chat message, or send an email to our support desk. We wanted a system that could keep all of our customer service tickets organized so that any customer service team member could jump in with efficiency to help customers. We use Zendesk Talk for all of our customer service phone calls, and it allows everything to be streamlined for our customer communications.
Pros
  • 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.
Cons
  • 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.
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.

My Zendesk Talk Review.

Rating: 9 out of 10
Incentivized
June 21, 2022
JW
Jay-mar Whyte
Team Lead
Advantage Communication Inc (Telecommunications, 5001-10,000 employees)
Vetted Review
Verified User
Zendesk Talk
1 year of experience
Use Cases and Deployment Scope
Zendesk Talk is an awesome software when assigning calls to available agents. We use this software with even distribution of calls. With Zendesk we were able to track high-call drivers and assign specific calls to specific agents. This has made agent frustration a lot less as agents now have more idle time.
Pros
  • Call Distribution.
  • Lower handle time.
  • More idle time.
Cons
  • A bit technical.
  • Slow on updates.
  • Font too small.
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.
Return to navigation