Zendesk Talk
Zendesk Talk
380 reviews
WH Score
9.5
Contact Vendor

Zendesk Talk Reviews & Overview

What is Zendesk Talk?

Zendesk Voice is the cloud based contact center software solution from Zendesk. It can be seamlessly integrated with the Zendesk solution. Using Zendesk Voice, call center operations can improve their efficiency and reduce their costs of operations.  

Key Features

Routing and IVT: Zendesk Voice offers flexible IVT, real-time queue monitoring so as to remove incidence of bottlenecks, and group routing so that the call queueing times can be reduced. It comes along with Zendesk analytics which provide valuable insights into the call center operations, KPIs, metrics, agent performance, etc. Combined together with Zendesk help desk, it becomes a powerful solution to monitor call center operations.

Recording & Monitoring: Agent calls can be recorded and evaluated for troubleshooting and quality assurance. Managers can view agent statuses and activities, and manage agent availability as needed.

Help desk integration: Zendesk Voice integrates seamlessly with the help desk, so that agents have access to previous conversations, customer profile, past purchase details, past history, etc. Zendesk Voice creates a single centralized support system through which agents can provide quality phone support irrespective of the channel.

Real-time insights: Zendesk Voice supports real-time decisions utilizing real-time call details. Through interactive dashboards, it is possible to work on the team data and drill down to specific parameters such as wait time, abandoned calls, hold time etc. so that managers can make the necessary decisions to cater to the call volume fluctuations. This improves customer experience greatly.

Advanced Analytics: Zendesk Voice provides insights into call center operations, and analyzes metrics to track and measure agents performance.


Company:Zendesk
Categories:Contact Center
Platforms:

Zendesk Talk Pricing


Suite Team
$49
per user / per month
Zendesk Talk Pricing Details

Zendesk Talk Key Features


Reporting & Analytics
  • Call Log Reports
  • Call Recording
  • Voice Analytics
  • Customer Surveys
  • Real-Time Dashboards
Inbound Communications
  • IVR (Interactive Voice Response)
  • Custom Caller ID
Integrations
  • APIs
System Management
  • Sandboxing
Security/Compliance
  • Encryption
  • RBAC (Role Based Access Control)
  • Single-Sign-On
  • Active Failover
  • HIPAA
  • Two-Factor Authentication (2FA)
Contact Center Types
  • Contact Center + VoIP
Core Features
  • Self-Service
  • Web Callback
  • Social Media Integrations
  • Audio Conferencing
  • Voicemail
  • Chat/IM
  • Call Mute
  • Call Hold
  • Toll-Free Numbers
  • Mass Emails
Automations and AI
  • Chatbots
  • Skills-Based Routing
  • Event-Driven Routing
  • Automatic Routing
After-Sales Service
  • Training
  • Dedicated Account Manager
  • Product Guide
  • Onboarding Guide
  • Knowledge Base
  • Forum
  • Customer Portal
  • Chat Support
  • Email Support
  • Telephone Support
Service-Level Agreement?
  • Yes
Zendesk Talk Features Details

Zendesk Talk Media



Zendesk Talk Reviews


Pros & Cons Preview
  • After adopting Zendesk, I found myself more productive and active.
  • Price is affordable and the user interface is awesome.
  • The pop-ups get lost with the use of multiple tabs.

Zendesk Talk has no reviews yet.

Zendesk Talk Usability Score

5.0
out of 10

The Average Usability score for the Contact Center category is 6.8

  • Ease of Use
    7.9
  • Meets Requirements
    7.4
  • Learning Curve
    6.3
  • Setup & Support
    5.3
  • Quality of Support
    5.4
  • Ease of Admin
    5.3

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