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User Review: "Zendesk Talk: it's okay"
https://www.trustradius.com/contact-centerZendesk TalkUnspecified62101
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January 08, 2019

User Review: "Zendesk Talk: it's okay"

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Talk

We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
  • 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.
  • 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
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.
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

Agent dashboard
8
Validate callers
6
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
Not Rated
Call analytics
8
Historical reporting
8
Live reporting
6
Customer surveys
Not Rated
Customer interaction analytics
Not Rated