Item: Zendesk Talk
Rating: 9
Author: Jay-mar Whyte

Use Cases and Deployment Scope

Zendesk Talk is an awesome software when assigning calls to available agents. We use this software with even distribution of calls. With Zendesk we were able to track high-call drivers and assign specific calls to specific agents. This has made agent frustration a lot less as agents now have more idle time.

Pros and Cons

Call Distribution.
Lower handle time.
More idle time.

A bit technical.
Slow on updates.
Font too small.

Return on Investment

Alternatives Considered

Genesys Cloud CX and Avaya Cloud Office

We were made aware of Zendesk Talk through good reviews from reputable sites. Zendesk Talk's ACD was very outstanding and this is what attracted us as this was what we needed. The other products mentioned they glitched a lot and caused multiple dropped calls.

Key Insights

Do you think Zendesk Talk delivers good value for the price?

Yes

Are you happy with Zendesk Talk's feature set?

Yes

Did Zendesk Talk live up to sales and marketing promises?

Yes

Did implementation of Zendesk Talk go as expected?

Yes

Would you buy Zendesk Talk again?

Yes

Other Software Used

Genesys Cloud CX, Avaya Cloud Office

Likelihood to Recommend

Zendesk Talk was very helpful when we had multiple complaints from agents about call distribution. The agents used to complain about the calls not being distributed evenly. Agents that were fresh off of a call were the ones to handle the next available call. With Zendesk Talk we were able to address this problem by assigning the next available call to the agent that was available the longest.

My Zendesk Talk Review.

Overall Satisfaction with Zendesk Talk