The Right Voice
December 21, 2018

The Right Voice

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Talk

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.
  • 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.
  • 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.
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.
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

Agent dashboard
6
Validate callers
Not Rated
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
5
REST APIs
9
Multichannel integration
8
CRM software integration
8
Inbound call routing
7
Omnichannel inbound routing
7
Recording
8
Quality management
8
Call analytics
9
Historical reporting
4
Live reporting
5
Customer surveys
8
Customer interaction analytics
5