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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
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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)
    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?

8 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.

Amazon Connect

Amazon Connect

Free
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 8.3

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 Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(41)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
September 25, 2023

Zendesk Talk review

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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 to Talkdesk, which was good. One drawback was that reporting and dashboard options are not as robust as we hoped.
Pros and Cons
  • Up time is excellent
  • Call quality is good
  • easy to roll out
  • Admin dashboard is clunky. No bulk change to all the numbers you use, you have to do it one at a time.
  • Dashboard capabilities are not as good as Talkdesk
  • Reporting is not as good as Talkdesk
Likelihood to Recommend
it's easy to use for end users but is a pain for admins.
Zendesk Talk Feature Ratings
Contact Center Software (9)
40%
4.0
Agent dashboard
70%
7.0
Call forwarding
70%
7.0
Warm transfer
80%
8.0
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
70%
7.0
Multichannel integration
70%
7.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (7)
60%
6.0
Inbound call routing
70%
7.0
Omnichannel inbound routing
70%
7.0
Recording
70%
7.0
Quality management
70%
7.0
Call analytics
70%
7.0
Historical reporting
50%
5.0
Live reporting
20%
2.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • less downtime for agents
  • easy to use for agents
  • major drawback - limited dashboard and reporting
Alternatives Considered
Both have pros and cons. We chose Zendesk Talk for stability as Talkdesk almost always encounter user issues on a daily basis.
Other Software Used
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
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 and Cons
  • 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
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 Feature Ratings
Contact Center Software (13)
83.84615384615385%
8.4
Agent dashboard
90%
9.0
Validate callers
70%
7.0
Outbound response
90%
9.0
Call forwarding
50%
5.0
Click-to-call (CTC)
90%
9.0
Warm transfer
80%
8.0
Predictive dialing
80%
8.0
Interactive voice response
100%
10.0
REST APIs
80%
8.0
Call scripts
100%
10.0
Call tracking
70%
7.0
Multichannel integration
90%
9.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
77.77777777777777%
7.8
Inbound call routing
70%
7.0
Omnichannel inbound routing
100%
10.0
Recording
90%
9.0
Quality management
70%
7.0
Call analytics
80%
8.0
Historical reporting
70%
7.0
Live reporting
80%
8.0
Customer surveys
60%
6.0
Customer interaction analytics
80%
8.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Cost management
  • Quality of service
  • Seamless connectivity
Alternatives Considered
Exotel has a fair advantage when it comes to telephony as it offers a wide range of products at a fraction of the price of Zendesk. But when it comes to premium content and ease of access. Zendesk takes away the trophy. We have been using this for a while now and clearly, it is the best.
Other Software Used
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
Use Cases and Deployment Scope
We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
Pros and Cons
  • 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.
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.
Zendesk Talk Feature Ratings
Contact Center Software (13)
41.53846153846154%
4.2
Agent dashboard
80%
8.0
Validate callers
60%
6.0
Outbound response
80%
8.0
Call forwarding
70%
7.0
Click-to-call (CTC)
70%
7.0
Warm transfer
100%
10.0
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
80%
8.0
Multichannel integration
N/A
N/A
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
34.44444444444444%
3.4
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
90%
9.0
Quality management
N/A
N/A
Call analytics
80%
8.0
Historical reporting
80%
8.0
Live reporting
60%
6.0
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • 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
Alternatives Considered
Zendesk Talk has been far more reliable and robust than Ring Central. We had a lot of unreliable instances with our old provider. We didn't have call recording before either.
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