Zendesk Talk
zendesk.com/talkBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
Voice support for the AI era
How to Replace Zendesk TalkOverview
Features
37 features across 15 categories
AI(5)
Resolve 80%+ of complex issues with autonomous AI agents built to reason, adapt, and take action
Assign AI agents to answer inbound calls using natural, adaptable language to support customers and solve sophisticated interactions, with ability to redirect to human agents if necessary
AI automatically summarizes calls and delivers call transcription directly into agent workspace after call completion
Proactive AI-powered assistance that automates tasks, recommends next steps, and keeps teams productive with contextual insights
Proactive AI-powered assistant that offers live suggestions during calls, allowing agents to resolve interactions faster and with precision
Call Management(3)
Set up conferences with wait time tracking and callback options
Transfer calls between agents and departments
Enable agents to brief another agent before transferring call
Call Routing(6)
Route calls outside business hours to appropriate destinations
Route calls to specific agent groups
Support customers faster with Interactive Voice Response routing capabilities
Route calls to alternative destinations when primary agents are unavailable
Route calls based on priority levels
Set maximum queue size and wait time, allow callers to request callback instead of holding
Coaching & Supervision(2)
Supervisors can join calls to assist agents
Real-time coaching support for agents during calls
Compliance & Security(1)
Monitor and record calls to ensure quality conversations while protecting customer security and privacy
Contact Center(1)
Power complex contact centers with ease of use and flexibility
Core Functionality(2)
Access complete call history for all interactions
Direct and route calls in the same workspace as other channels with full context in every interaction
Integrations(1)
Extend voice capabilities with apps from the Zendesk Marketplace
Monitoring & Analytics(1)
Identify churn risks, outliers, and dead air on calls. Access insights and evaluate 100% of human and AI agent conversations to ensure high-quality interactions
Phone Services(6)
Block specific phone numbers from calling
Set and manage business hours for call routing
Support internal extensions for call routing within organization
Support international phone numbers for global customer reach
Provide toll-free phone numbers to customers
Voicemail capabilities for missed calls
Quality Assurance(1)
Automatically evaluate 100% of conversations across human and AI agents and detect risks and coaching opportunities
Reporting & Analytics(2)
Compare voice performance to messaging, email, chat, and other channels
Measure and improve operations with real-time analytics dashboards
Security(1)
Meet unique security needs with an advanced, customizable layer of data protection
Technical Infrastructure(3)
Support embedded voice communication options for flexible integration
Support Public Switched Telephone Network for traditional phone connectivity
Support VoIP communication technology for flexible voice connectivity
Workforce Management(2)
Bundle of Zendesk Workforce Management and Zendesk Quality Assurance at a discounted rate
Manage teams with real-time and historical performance monitoring, AI-powered forecasting, and automated scheduling
Pricing
Suite + Copilot Professional
- ✓Unlimited Copilot access
- ✓Suite Professional features
- ✓AI agents
- ✓Ticketing
- ✓Messaging and live chat
- ✓Help center
- ✓Voice
- ✓Quality assurance
- ✓Data privacy and protection
- ✓Workforce management
Suite + Copilot Enterprise
- ✓Unlimited Copilot access
- ✓Suite Enterprise features
- ✓Advanced AI agents
- ✓Ticketing
- ✓Messaging and live chat
- ✓Help center
- ✓Voice
- ✓Quality assurance
- ✓Data privacy and protection
- ✓Workforce management
Advanced AI Agents
- ✓80%+ complex issue resolution
- ✓Autonomous AI reasoning
- ✓Adaptive capabilities
- ✓Action-taking agents
Copilot Add-on
- ✓Proactive AI assistance
- ✓Task automation
- ✓Next step recommendations
- ✓Contextual insights
Zendesk Quality Assurance Add-on
- ✓100% conversation evaluation
- ✓Risk detection
- ✓Coaching opportunities
Zendesk Workforce Management Add-on
- ✓Real-time performance monitoring
- ✓Historical performance data
- ✓AI-powered forecasting
- ✓Automated scheduling
Advanced Data Privacy and Protection Add-on
- ✓Advanced security features
- ✓Customizable data protection
- ✓Compliance support
Contact Center Add-on
- ✓Complex contact center support
- ✓Ease of use
- ✓Flexibility
Workforce Engagement Bundle
- ✓Zendesk Workforce Management
- ✓Zendesk Quality Assurance
- ✓Bundle discount
Cost Calculator
Pricing data not available for Zendesk Talk. Check their website for current pricing.
Build vs Buy
Should you build a Zendesk Talk alternative or buy the subscription? Estimate based on 37 features.
Buy Zendesk Talk
Better ValueBuild Your Own
Buying Zendesk Talk saves ~$36,960 over 3 years vs building.
Estimates based on 37 features and a BuildScore of 5/5. Actual costs vary.
Integrations
2 known integrations