Zendesk

Zendesk Talk

6.8 /10

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.

80 Likeliness to Recommend

4
Since last award

80 Plan to Renew

1
Since last award

82 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+68 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?

12% Negative

14% Neutral

74% Positive

Pros

Respectful
Transparent
Fair
Security Protects

Feature Ratings

Average 75

Contact Center Analytics

Workforce Management

Knowledge Management

Screen Prompts

Multi Channel Intake Integration

Skills Based Routing

Multi Channel Queue Management

Contact Center Compliance Management

Ticket Management

Call Recording

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 74

Ease of IT Administration

Business Value Created

Ease of Implementation

Ease of Data Integration

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Breadth of Features

Quality of Features

Product Strategy and Rate of Improvement

Zendesk Talk Reviews

Timmyleh P.

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

Validated Review

Verified Reviewer

Submitted Apr 2023

A great accompaniment to Zendesk

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

Zendesk Talk integrates well with Zendesk CRM, so users can easily create a ticket associated with the call. If you're a Zendesk user, you'll appreciate using Zendesk Talk because you don't have to toggle between tools, as it is already embedded on Zendesk.

What is your favorite aspect of this product?

The fact that Zendesk Talk is embedded with Zendesk makes it easy for users to create and manage talks associated with each conversation that they have with their customers.

What do you dislike most about this product?

I guess that Zendesk Talk has limited options in terms of features (i.e. call conference).

What recommendations would you give to someone considering this product?

Zendesk Talk will be much appreciated as long as you also include purchasing Zendesk.

Pros

Reliable
Fair
Helps Innovate
Continually Improving Product

Role: Operations
Industry: Media
Involvement: Vendor Management and Renewal

Validated Review

Anonymous Reviewer

Submitted Dec 2022

Features disappoint

Likeliness to Recommend

6 /10

Pros

Effective Service
Caring
Fair
Altruistic

Cons

Inhibits Innovation
Less Performance Enhancing
Leverages Incumbent Status

Washington N.

Role: Information Technology
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2022

easily to use

Likeliness to Recommend

6 /10

What differentiates Zendesk Talk from other similar products?

see other people in different queue

What is your favorite aspect of this product?

easily to use

What do you dislike most about this product?

I would like to know whos the next person that will take the calls

What recommendations would you give to someone considering this product?

none at the moment

Pros

Efficient Service
Inspires Innovation
Respectful
Acts with Integrity

Zendesk Talk

What is Zendesk Talk?

Company Details

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Awards & Recognition

Zendesk Talk Ratings

80 Likeliness to Recommend

4 Since last award

80 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+68 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.

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

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).

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

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

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 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).

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.

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

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.

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.

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.

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.

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.

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.

Zendesk Talk Reviews

Timmyleh P.

A great accompaniment to Zendesk

Likeliness to Recommend

Pros

Features disappoint

Likeliness to Recommend

Pros

Cons

Washington N.

easily to use

Likeliness to Recommend

Pros

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4
Since last award

1
Since last award

Feature Ratings

Contact Center Analytics

Workforce Management

Knowledge Management

Screen Prompts

Multi Channel Intake Integration

Skills Based Routing

Multi Channel Queue Management

Contact Center Compliance Management

Ticket Management

Call Recording

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Business Value Created

Ease of Implementation

Ease of Data Integration

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Breadth of Features

Quality of Features

Product Strategy and Rate of Improvement