Zendesk Talk: Features, Pricing, and the Best AI-Powered Alternative
March 13, 2025
In the era of artificial intelligence (AI), customer service solutions have evolved to offer more efficient and personalized experiences. Zendesk Talk stands out as a comprehensive tool that enables companies to effectively manage telephone communications, seamlessly integrating with other support channels.
What is Zendesk Talk?
Zendesk Talk is a cloud-based call center solution that integrates directly with Zendesk's ticketing system, allowing agents to manage all interactions from a single platform.
Key Features of Zendesk Talk
Its notable features include:
Multichannel Integration: Allows unified management of phone calls, emails, live chats, and social media messages, enhancing the support team's efficiency.
Advanced Call Analytics: Provides detailed reports and real-time metrics that help optimize team performance and customer satisfaction.
Easy Setup and Scalability: Requires no additional hardware and can adapt to the company's growth, ensuring that changing needs are met without complications.
Zendesk Talk Plans and Pricing
Zendesk offers various plans to suit different companies' needs. Below are the main available plans:
Plan | Price per agent/month (annual) | Key Features |
Suite Team | $55 | Ticket management, live chat messaging, help center, and voice support. Includes basic AI tools to optimize workflows. |
Suite Growth | $89 | All Suite Team features, plus live and custom analytics, skill-based routing, and business hours. |
Suite Professional | $115 | Includes all features of previous plans, along with service level agreements (SLA), multiple ticket forms, and multilingual support. |
Suite Enterprise | $169 | Offers advanced change management tools, extensive customization, and data localization options. Includes advanced AI to enhance support operations. |
It's important to note that, in addition to the per-agent cost, additional charges apply for the use of phone numbers, call minutes, and text messages, depending on the country and type of number selected.
In addition, for voice bots and AI agents, you depend on a third-party solution with high costs.
Alternatives to Zendesk Talk: 008 Agent as a Highlighted Option
While Zendesk Talk is a robust solution, there are market alternatives offering similar or superior functionalities. One of them is 008 Agent, a customer service platform that presents itself as a competitive option in terms of costs and functionalities.
Comparison between Zendesk Talk and 008 Agent
Below is a comparative table highlighting the main differences between Zendesk Talk and 008 Agent:
Feature | Zendesk Talk | 008 Agent |
Full Zendesk Integration (browser) | ✅ | ✅ |
Customer record/ticket opening on incoming call | ✅ | ✅ |
Click to call from ticket and contact | ✅ | ✅ |
Control panel: Real-time agent dashboard | ✅ | ✅ |
Call recording | 💰 (Additional cost) | ✅ Included with 008 Agent |
Transcription | 💰 (Additional cost with limitations) | ✅ Included with 008 Agent |
Summarization, Sentiment Analysis, and Topic Extraction | 💰 (Additional cost to be assessed with a third party) | ✅ Included with 008 Agent |
Self-service voicebot with knowledge base | ❌ (With an independent third party) | 💰 (Additional cost from €0.1/min) |
Mobile app for calls | ❌ | ✅ iOS and Android |
Video calls | ❌ | ✅ |
International numbering | 70 countries | +85 countries |
AI Integration | AI functionalities available in higher-tier plans, with additional costs. | Implements advanced AI in all its plans, without additional costs. |
Analytics and reports | Offers standard reports; advanced analytics require higher-tier plans. | Provides real-time analytics and advanced analytics in all plans. |
Integrations | Integrates mainly with products within the Zendesk ecosystem; additional integrations require higher-tier plans. | Easily integrates with various platforms and third-party tools from the basic plan. |
Conclusion
Zendesk Talk is a solid solution for call management in customer service centers, especially for companies already using other Zendesk products. However, alternatives like 008 Agent for Zendesk offer advanced functionalities, AI integration from their basic plans, and multichannel support without additional costs, making them attractive options for companies seeking efficiency and personalization in their customer service.
When evaluating options, it's essential to consider the company's specific needs, available budget, and required functionalities to select the platform that best fits the customer service objectives in the AI era.
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