Zendesk vs. Talkdesk

Zendesk boasts over 1,800 pre-built apps and integrations spanning diverse categories, including help desk software, marketing automation, billing systems, and productivity tools. This extensive range caters to a wide array of business needs with easy plug-and-play configuration. Plus, the open API allows for deeper customization and smooth integration with your specialized solutions.

Talkdesk only offers 60+ apps and integrations in its marketplace. The limited selection of native integrations could require custom development for niche needs, potentially increasing costs and hindering operational agility.

Zendesk AI Agents leverage over 18 billion real customer service interactions to provide quality support in over 20 languages. These advanced bots can offer 24/7 support, personalize conversations, identify customer sentiment and intent, and handle even the most complex interactions from start to finish.

Additionally, the Zendesk agent copilot tool acts as an intelligent assistant for your support agents. It analyzes customer interactions and suggests contextually relevant responses and actions that support agents can use to deliver a faster and more accurate CX.

Plus, Zendesk AI comes pre-trained, so you can set it up yourself and get started right out of the box.

Talkdesk includes a virtual agent to help customers and AI-powered agent assist tools that can write interaction summaries, respond to customer questions, and suggest next steps to agents. However, one user noted that the AI is less reliable when providing service in languages other than English.

With Zendesk, teams can say goodbye to channel chaos—our omnichannel support capabilities enable agents to manage all conversations across communication channels in one place. The unified Zendesk Agent Workspace also gives agents a complete view of the customer journey to deliver consistent and personalized experiences, no matter how a customer reaches out.

Talkdesk also has omnichannel help desk solutions. Agents can route calls and convert them to digital conversations without disrupting the customer’s experience.

Zendesk AI-powered omnichannel ticketing allows agents to track, prioritize, escalate, and solve even the most complex support tickets. Agents can assign tickets based on custom factors, filter and tag them to track trending issues, and leave internal notes to collaborate with the wider support team. To further elevate ticket management, teams can leverage AI to create automated workflows, establish pre-written responses, and track every ticket from submission to satisfaction.

Talkdesk does offer ticket management features. While agents can make notes and initiate calls in tickets, the platform lacks the option to escalate tickets that require additional care. Also, some users note occasional glitches when working across teams.

Zendesk seamlessly embeds call center software within the omnichannel system. Agents can answer calls directly from the Zendesk Agent Workspace, with all customer history and relevant context readily available. Additionally, Zendesk interactive voice response (IVR) software can intelligently route customers to the most qualified agent based on their skill set for specific issues. Teams can also integrate voice AI agents to answer calls, resolve requests, and redirect customers to a human agent if necessary.

Businesses also benefit from Zendesk AI features that can detect customer sentiment, transcribe calls to text, and measure agent performance against department goals.

Talkdesk provides the basic tools expected in a call center, such as IVR, call routing, and customizable workflows. Businesses can also bring their carrier to Talkdesk, allowing them to maintain their existing telephony infrastructure. However, some Talkdesk users have encountered issues with screen recordings.