Zendesk

Zendesk Talk

7.0 /10

Claim Software

What is Zendesk Talk?

Even in the age of emails, texts, and DMs, sometimes a problem is best solved by talking to a real human. Zendesk Talk connects a voice channel into Zendesk’s omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster. Businesses of all sizes can quickly deploy a voice solution tailored to their needs and easily adapt as their customer needs evolve.

Company Details

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Zendesk Talk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk Talk.

82 Likeliness to Recommend

2
Since last award

85 Plan to Renew

5
Since last award

79 Satisfaction of Cost Relative to Value

3
Since last award

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Emotional Footprint Overview

+75 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk Talk?

9% Negative

10% Neutral

81% Positive

Pros

Respectful
Transparent
Fair
Security Protects

Feature Ratings

Average 78

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Knowledge Management

Multi Channel Queue Management

Skills Based Routing

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 75

Ease of IT Administration

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support

Zendesk Talk Reviews

Rebecca S.

Role: Sales Marketing
Industry: Transportation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

Great product!

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

I haven't used any other products like this.

What is your favorite aspect of this product?

The ability to provide analytics regarding phone support and who needs to follow up with what.

What do you dislike most about this product?

Sometimes when the internet traffic is high the software can lag a bit.

What recommendations would you give to someone considering this product?

So far we have enjoyed using Zendesk, It has improved collaboration and communication within our organization.

Pros

Reliable
Enables Productivity
Saves Time
Helps Innovate

Arinda J.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Zendesk is easy to use

Likeliness to Recommend

10 /10

What differentiates Zendesk Talk from other similar products?

Zendesk has enough storage on the cloud that they offer for call recording which we use for future reference and training purposes

What is your favorite aspect of this product?

I like the pricing of the tool because it does not cost a lot of money to use and yet provides good communication, it is easy to use and does not require any technical knowledge.

What do you dislike most about this product?

I have not seen any dislike with the tool, they are easy to use and with professional support team, However, they should consider lowering the price

What recommendations would you give to someone considering this product?

I would recommend the software because it is easy to use.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Joy K.

Role: Student Academic
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2024

Easy tool for making business calls

Likeliness to Recommend

10 /10

What differentiates Zendesk Talk from other similar products?

Zendesk talk works well without any extra software or installation of applications, has good quality for audio and you can easily record the call for future references and training purposes

What is your favorite aspect of this product?

I like the IVR, you can set the Interactive Voice Response of the software so that it can offer support to clients, and once the need more support, they can trigger a button to talk to agent, this is saving us more time

What do you dislike most about this product?

The software is expensive to use since you pay per month per use and this makes it more expensive when you have more support operators

What recommendations would you give to someone considering this product?

The tool is simple and easy to use, it can be a good fit for every business at any stage

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zendesk Talk

What is Zendesk Talk?

Company Details

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Awards & Recognition

Zendesk Talk Ratings

82 Likeliness to Recommend

2 Since last award

85 Plan to Renew

5 Since last award

79 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+75 Net Emotional Footprint

How much do users love Zendesk Talk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Zendesk Talk Reviews

Rebecca S.

Great product!

Likeliness to Recommend

Pros

Arinda J.

Zendesk is easy to use

Likeliness to Recommend

Pros

Joy K.

Easy tool for making business calls

Likeliness to Recommend

Pros

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Feature Ratings

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Knowledge Management

Multi Channel Queue Management

Skills Based Routing

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Ease of Customization

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support