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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

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

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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.

7.5
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 Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(41)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
Zendesk gives incredible entries to answer tickets quickly with the additional penetrability to team up with partners. It grants us to make ticket numeration, and keep them coordinated, and effectively identifiable. The Zendesk computerized email sent highlight is extremely cool since it assists with holding our customers (in a few different ways) assuming we are away by sending them a mechanized email that we can undoubtedly reanalyze whenever. The stage and UI are not difficult to explore. They offer pretty reasonably evaluating plans with preliminaries as well and incredible client care upholds which will in general be perhaps the main component.
Pros and Cons
  • 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.
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.
Zendesk Talk Feature Ratings
Contact Center Software (13)
60.76923076923077%
6.1
Agent dashboard
60%
6.0
Validate callers
70%
7.0
Outbound response
100%
10.0
Call forwarding
90%
9.0
Click-to-call (CTC)
80%
8.0
Warm transfer
80%
8.0
Predictive dialing
70%
7.0
Interactive voice response
60%
6.0
REST APIs
80%
8.0
Call scripts
N/A
N/A
Call tracking
N/A
N/A
Multichannel integration
N/A
N/A
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
51.11111111111111%
5.1
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
N/A
N/A
Live reporting
90%
9.0
Customer surveys
N/A
N/A
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • 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.
Alternatives Considered
Explanations behind switching to Zendesk: It comes up short on cutting-edge customization choices and this doesn't simply turn out for us. The given ticket that executive's arrangement presented by Zendesk is incredible, and it upholds the omnichannel commitment to clients. The Knowledge Base Management framework is one of my top picks, and the announcing abilities are phenomenal.
Other Software Used
Canvas
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
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.
Zendesk Talk Feature Ratings
Contact Center Software (11)
61.81818181818181%
6.2
Agent dashboard
60%
6.0
Validate callers
N/A
N/A
Outbound response
80%
8.0
Call forwarding
80%
8.0
Click-to-call (CTC)
80%
8.0
Warm transfer
80%
8.0
Predictive dialing
N/A
N/A
Interactive voice response
50%
5.0
REST APIs
90%
9.0
Multichannel integration
80%
8.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (9)
67.77777777777777%
6.8
Inbound call routing
70%
7.0
Omnichannel inbound routing
70%
7.0
Recording
80%
8.0
Quality management
80%
8.0
Call analytics
90%
9.0
Historical reporting
40%
4.0
Live reporting
50%
5.0
Customer surveys
80%
8.0
Customer interaction analytics
50%
5.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • 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.
Alternatives Considered
Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
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