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

Hannah O.

Role: Public Sector
Industry: Energy
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2020

Lots of great features

Likeliness to Recommend

8 /10

What differentiates Zendesk Talk from other similar products?

Its ease of use from multiple roles

What is your favorite aspect of this product?

The scope of features

What do you dislike most about this product?

Requires clearly defined roles to drive workflow

What recommendations would you give to someone considering this product?

Look at tutorials to get a better idea of workflow

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Feb 2020

Great entry level call center option

Likeliness to Recommend

8 /10

Pros

Caring
Acts with Integrity
Transparent
Helps Innovate

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

Hannah O.

Lots of great features

Likeliness to Recommend

Pros

Great entry level call center option

Likeliness to Recommend

Pros

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4
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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