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…
Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.
A good way to improve the Customer Care service
Call Center Operations taken care by Zendesk
Ideal for increasing customer satisfaction.
Solution for a connected customer experience world
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Zendesk Talk single and powerful solution.
Zendesk Talk is the all-inclusive customer service suite.
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Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.
Zendesk Talk
Zendesk Talk: it's okay
The Right Voice
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
- Outbound response (13)8.585%
- Recording (14)7.979%
- Call forwarding (14)7.777%
- Agent dashboard (15)7.474%
Reviewer Pros & Cons
Pricing
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.
- 7.4Agent dashboard(15) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(11) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.7Call forwarding(14) Ratings
Forwarding of calls to the appropriate agents.
- 8.6Click-to-call (CTC)(12) Ratings
Allows one-click calling for agents.
- 7.7Warm transfer(11) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.6Predictive dialing(7) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.5Interactive voice response(9) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8REST APIs(6) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(5) Ratings
Providing agents with a predefined conversation script.
- 7.5Call tracking(13) Ratings
Enables agents and managers to see the origin of the call.
- 7.7Multichannel integration(9) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.6CRM software integration(8) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.6Inbound call routing(11) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.6Omnichannel inbound routing(9) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.9Recording(14) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.7Quality management(12) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.7Call analytics(12) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.1Historical reporting(12) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 5.9Live reporting(13) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8Customer surveys(7) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.1Customer interaction analytics(9) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
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- Tech Details
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What is Zendesk Talk?
Zendesk Talk Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |