Zendesk

Zendesk Talk

Composite Score

7.1 /10

CX Score

7.2 /10

31 Reviews Write a Review

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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

87 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+77 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?

8% Negative

9% Neutral

83% Positive

Pros

Respectful
Transparent
Security Protects
Fair

Feature Ratings

Average 79

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Multi Channel Queue Management

Skills Based Routing

Knowledge Management

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 76

Ease of IT Administration

Ease of Implementation

Business Value Created

Ease of Customization

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support

Zendesk Talk Reviews

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

Desiree G.

Role: Sales Marketing
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

Easy to use. Great product and excellent features

Likeliness to Recommend

10 /10

What differentiates Zendesk Talk from other similar products?

Good to use and very efficient

What is your favorite aspect of this product?

Management material

What do you dislike most about this product?

System of communication used

What recommendations would you give to someone considering this product?

Very reliable and efficient to use

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

87 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+77 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).

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.

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

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.

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 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.

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.

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

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

Features disappoint

Likeliness to Recommend

Pros

Cons

Washington N.

easily to use

Likeliness to Recommend

Pros

Desiree G.

Easy to use. Great product and excellent features

Likeliness to Recommend

Pros

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2
Since last award

2
Since last award

Feature Ratings

Contact Center Analytics

Workforce Management

Screen Prompts

Multi Channel Intake Integration

Call Recording

Multi Channel Queue Management

Skills Based Routing

Knowledge Management

Contact Center Compliance Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Business Value Created

Ease of Customization

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Quality of Features

Vendor Support