Home/Call Center Software/Zendesk Talk
Updated on: July 10, 2020
What is Zendesk Talk ?
Zendesk Talk - Call Center Software : SaaSworthy.com
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93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Zendesk Talk

Feature-rich customer support solution.
(8 Ratings) Write Review

Zendesk helps you to connect with your customers using it’s cloud-based call center solution. It allows you to choose a toll free number for delivering your service. Using this software, you can receive unlimited inbound calls and also you can support your customers by making outbound calls. In addition it allows you to make concurrent calls to support multiple conversations from same number. It provides browser-based call center solution that allows you to manage all your calls from browser and does not require any phone hardware. Moreover, it allows you to record all calls that can be later used for QA.

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Zendesk Talk Features Show All Features

Zendesk Talk Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Individuals Large Enterprises Medium Business Small Business
API Location / Phone Number San Francisco, California / 888-670-4887
Deployment SaaS/Web/Cloud Category Call Center Software

Zendesk Talk Pricing

Pricing ModelFree Trial , Freemium , Subscription
Lite
Free

Features

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription
Partner Edition
$9 /User/Month

Access to telephony integrations & CTI toolkit for

Features

  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Team
$19 /User/Month

Features

  • Includes features of Lite plan, plus
  • Multiple phone numbers
  • Warm transfer
  • Text messaging
  • Call us from Web Widget
Professional
$49 /User/Month

Features

  • Includes features of Team plan, plus
  • Business hours
  • IVR phone trees
  • Call monitoring & barging
  • Call blocking
  • Conference calling
  • Call recording permissions
  • Agent recording controls
  • Request callback controls
  • Reports & real-time dashboards
Enterprise
$89 /User/Month

Features

  • Includes features of Professional plan, plus
  • Monthly diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand
  • Call offering time limit
  • Extended queue wait time
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Zendesk Talk Pricing
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Disclaimer: The pricing details were last updated on 11/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Zendesk Talk FAQs

Zendesk Talk is Call Center Software. Zendesk Talk offers the following functionalities:

  • Call Monitoring
  • Auto Call Recording
  • IVR Support
  • Queue Management (Calls)
  • Predictive Dialer
  • Progressive Dialer
  • Live Chat
  • Concurrency Support
  • Inbound Call Center
  • Outbound Call Center

Learn more about Zendesk Talk features.

The pricing for Zendesk Talk starts at $9.00 per user per month. Zendesk Talk has 4 different plans:

  • Partner Edition at $9.00 per user per month.
  • Team at $19.00 per user per month.
  • Professional at $49.00 per user per month.
  • Enterprise at $89.00 per user per month.

Yes, Zendesk Talk offers a free plan.

Learn more about Zendesk Talk pricing.

Yes, Zendesk Talk provides API.

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Zendesk Talk Alternatives Zendesk Talk Alternatives

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Freshcaller
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Zendesk Talk Reviews

OVERALL RATING
3.9
Based on 8 Rating(s)
Rating Distribution
  • 4
  • 3
  • 1
  • 0
  • 0
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Verified UserSource : trustradius.com
(Reviewed on 10 March 2020)
Zendesk Review

Use Cases and Deployment Scope

It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a smooth experience with it.

Pros and Cons

  • Clear sound makes callers easy to understand.
  • Easy to understand software.
Edit
  • Maybe an updates display, it seems out of date.
  • Larger text and numbers.

Likelihood to Recommend

If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
Read this authenticated review

...more
Shea MworiaSource : trustradius.com
(Reviewed on 13 February 2020)
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.

Use Cases and Deployment Scope

Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.

Pros and Cons

  • Allows for quick resolve with a one touch resolution for our customers.
  • The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.
Edit
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.

Likelihood to Recommend

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Read Shea Mworia's full review

...more
Shea MworiaSource : trustradius.com
(Reviewed on 13 February 2020)
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.

Use Cases and Deployment Scope

Zendesk Talk is currently only being used by our Customer Service department. We prominently use Zendesk Talk more than any other channel of communication. In fact, we removed email as a channel of communication in 2019 to drive more volume to our phones for quicker response and full resolution times.

Pros and Cons

  • Allows for quick resolve with a one touch resolution for our customers.
  • The ability to track interactions with our customers on one ticket. Such as answering their questions via Zendesk Talk and following up with a recap email.
Edit
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.

Likelihood to Recommend

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Read Shea Mworia's full review

...more
Vincent FrisinaSource : trustradius.com
(Reviewed on 12 February 2020)
Zendesk Talk

Use Cases and Deployment Scope

We support customer end-users using Zendesk Talk as a branch of the customer's own internal IVR.

Pros and Cons

  • Logging calls
  • Availability management
Edit
  • User interface
  • Setup

Likelihood to Recommend

Zendesk Talk an excellent tool for satellite agents and helps ensure proper call logging and issue tracking.
Read Vincent Frisina's full review

...more
Verified UserSource : trustradius.com
(Reviewed on 13 December 2019)
Zendesk Review

Use Cases and Deployment Scope

It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a smooth experience with it.

Pros and Cons

  • Clear sound makes callers easy to understand.
  • Easy to understand software.
Edit
  • Maybe an updates display, it seems out of date.
  • Larger text and numbers.

Likelihood to Recommend

If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
Read this authenticated review

...more
Sohaib Ahmed Khattak - PCI QIRSource : trustradius.com
(Reviewed on 04 March 2019)
Zendesk - The Lifesaver!!

Use Cases and Deployment Scope

I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product.

Pros and Cons

  • Make Calls
  • Transfer Calls
  • Call Recordings
  • Merging of calls from one to other
Edit
  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome

Likelihood to Recommend

Overall, I have been satisfied with the product and don't think that it needs any changes for a single/small organization to opt it. ZD Talk is well suited in a common IT or Software Support industry or environment, it is a fast-paced product with a good ROI because the reports and calling information and reporting all work greatly.
Read Sohaib Ahmed Khattak - PCI QIR's full review

...more
Verified UserSource : trustradius.com
(Reviewed on 08 January 2019)
Zendesk Talk: it's okay

Use Cases and Deployment Scope

We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.

Pros and Cons

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Edit
  • Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay.
  • Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time.
  • We've had some instances where call recordings didn't record or had weird glitches.

Likelihood to Recommend

Zendesk Talk is just okay and works well for us because we already use Zendesk. It gets the job done and has good uptime. Besides the times where computers have to be restarted to get Zendesk Talk to work, there aren't a lot of issues.
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...more
Verified UserSource : trustradius.com
(Reviewed on 21 December 2018)
The Right Voice

Use Cases and Deployment Scope

The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and eliminates the need to run external applications.

Pros and Cons

  • Easy to use.
Edit
  • The IVR set up could use some streamlining. Having to go to several different tabs to fully set it up is a bit tedious.
  • Not having an option to stop the recording when gathering credit card information is not an option currently.
  • The callback feature is not currently working.

Likelihood to Recommend

Currently, Zendesk Talk is not well suited for clients that gather PCI information over the phone. They offer some redaction apps in their marketplace; however, none of them eliminate the need for human resources to ensure important non-payment information is not lost forever.
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...more

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Zendesk User Guide
The Zendesk User's Guide describes how to set up, manage, and customize your help desk. It is intended for Zendesk...
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