Zendesk Talk Reviews, Features & Pricing 2022 - Wheelhouse

  • Overview
  • Reviews
  • Features
  • Pricing
Contact Vendor

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.

Excellent
rating
/ 5

We calculate our Rating by using real reviews written by people who used the software products directly. You can find out more by checking our Methodology Page. The Average score for the Contact Center category is 4.26.

Average
features
/ 5

Our Features lists contain updated sets taken directly from the software providers. We update our list every three months.

Above Average
usability
/ 5
Ease of Use
Meets Requirements
Learning Curve
Setup & Support
Quality of Support
Ease of Admin

We determine our Usability Metrics by using our powerful proprietary machine learning algorithm. Our data is updated frequently and we work hard on correcting any skewed metrics.

Zendesk Talk Reviews

We determine our Usability Metrics by using our powerful proprietary machine learning algorithm. Our data is updated frequently and we work hard on correcting any skewed metrics.

Customer Reviews
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customer ratings
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Excellent
Usability Metrics
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Ease of Use
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Meets Requirements
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Above Average

We calculate our Rating by using real reviews written by people who used the software products directly. You can find out more by checking our Methodology Page. The Average score for the Contact Center category is 4.26.

Darrell
  • After adopting Zendesk, I found myself more productive and active.

  • Price is affordable and the user interface is awesome.

  • Customer service is a bit slow.

  • Customization features are also very limited.

Top Favorable Review
Roberto
  • The pop-ups get lost with the use of multiple tabs.

  • It allows us to tell the ticket number that how much time it takes to entertain his query.

Top Critical Review

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