Zendesk Talk review | TrustRadius

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

Return on Investment

less downtime for agents
easy to use for agents
major drawback - limited dashboard and reporting

Alternatives Considered

Talkdesk

Both have pros and cons. We chose Zendesk Talk for stability as Talkdesk almost always encounter user issues on a daily basis.

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?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Talk go as expected?

Yes

Would you buy Zendesk Talk again?

Yes

Other Software Used

Lattice, Medallia Agent Connect, Jira Software

Likelihood to Recommend

it's easy to use for end users but is a pain for admins.