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ReadyMode vs Zendesk Talk

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Our analysts compared ReadyMode vs Zendesk Talk based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
ReadyMode Software Tool
Zendesk Talk Software Tool
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Product Basics

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Good User Sentiment (39 Reviews)

Analyst Rating

79 Detailed Analysis

User Sentiment

Great User Sentiment (2704 Reviews)

Readymode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals, maximize sales and increase agent productivity.

Customizable dialing speeds, personalized customer data, and built-in security and compliance features help businesses connect with more leads and build lasting client relationships.

According to user reviews, it offers an intuitive interface, customizable features and an easily scalable platform. For pricing information, you can schedule a call with the sales team.

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Zendesk Talk is a VoIP contact center calling system that integrates with Zendesk Support Suite. It operates within the same interface that connects customers with agents across multiple communication methods. Call centers can incorporate the technology into an existing platform or rely on it solely for voice calls. Workers can connect via smartphone, mobile app or softphone in a preferred web browser or business desk phone. All capabilities reduce the call abandonment rates and allow employees to answer more calls in less time.

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$150/License, Monthly
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Tailored to your specific needs
$19/Agent, Monthly
Free Trial is available →
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Tailored to your specific needs
Small
Medium
Large
Small
Medium
Large
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Customize Features: Access custom features that can fit diverse organizational needs. Create a personalized lead profile with different form fields and organize them using call dispositions and queues. Generate customized agent statuses to show sales representatives’ availability.
  • Provide Blended Support: Offer blended channels featuring unlimited outbound and inbound calling. Take advantage of inbound call functionality, including customizable IVRS, call forwarding, call queuing and voicemail management. Get the freedom to record calls, prioritize inbound queues and select the correct configuration to strategically and effectively distribute calls and voicemails to agents.
  • Speed Up Services: Direct calls to the most suitable agent based on skillset and availability to reduce wait times. Use predictive dialing tools to optimize dialing speed to match your team's capacity. Higher answer rates and fewer abandons mean your reps spend more time talking and closing deals.
  • Ensure Compliant Sales Calls: Reduce risks with built-in features like native integrations for compliance, robust firewall security to block unauthorized access and call recording for improved agent performance.
  • Increase Conversions: Prioritize dialing lists by matching agent skill levels to lead importance and connect high-value leads with the most qualified agents.
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  • One Workspace for All Channels: Give agents the context to handle calls using familiar tools. Embed a call console into the product and deliver voice support from the workspace so agents can manage all other channels. 
  • More Choices: Get started with more than 90 pre-built telephony integrations such as Zoom Phone by Faye, ChannelReply, shortcuts, Scratchpad and more that plug directly into Zendesk. 
  • Personalization: Engage with customers through a 1:1 conversation and build a personal relationship with them. Take advantage of spontaneity and sincerity possible only during a live talk. 
  • Efficiency: Build long-term relations with clients through brief chats that are always more substantial than an email exchange. Conclude conversations in a shorter time and offer customers help during emergencies. Access to all the real-time statistics and data concerning conversations. Conclude the analytical data and boost effectiveness. 
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  • Agent and Dial-list Prioritization: Mark preferences for call lists on queues and agents based on lead importance and skill level. 
  • Agent Callback Calendar: Enhance team productivity with customized callback calendars and agent folders that can easily sync with Google Calendar. 
  • Appointment Calendars: Share appointment queue calendars with users to book appointments easily.
  • Automated Tasks: Prioritize email reports and dialing lists automatically to administrators on a recurring schedule. 
  • Blended Inbound and Outbound Calls: Boost team efficiency and customer satisfaction rates with fully blended, unrestricted outbound and inbound calling channels for a smooth workflow.
  • Call Recording: Record calls automatically for compliance, quality assurance and agent training.
  • Caller-ID Proximity Matching: Get phone numbers that display area codes in proximity to preexisting leads to reduce unattended call rates. 
  • Conference Calling: Access pre-configured conference platforms to multiple calling parties internally and externally. 
  • Built-in CRM: Manage leads and customers effectively via an all-in-one inherent CRM that requires no downloads and integrations. 
  • Custom Agent Statuses: Create custom statuses for agents to generate agent reports and dynamic variables. Enable supervisors to know how long the agent worked, the number of calls they could make and customer sentiments after each call.
  • Custom Profile Field: Customize customer profiles using form fields, export or import data, or target them with a dialer.
  • Dialer Speed Configuration: Adjust the speed of the dialer according to specifications and dial various channels in the background. 
  • Do-Not-Call Lists: Import, filter, export and edit DNC lists with custom filtering for detailed telemarketing compliance. 
  • Dynamic Scripts: Create sales scripts for representatives with lead data embedded within every script. These scripts help agents have personalized, engaging and productive conversations with customers.
  • Firewall Security: Restrict agents from signing in from all insecure locations to eliminate the risks of a data breach. 
  • Inbound-Queue Strategy: Intercept inbound calls from previously connected customers to maintain sales relationships.
  • Inbound-queue Strategy: Prioritize inbound queues and choose a ring configuration to distribute calls to agents. Transfer voicemail to agents from voicemail boxed and trigger email via inbound-queue voicemail. 
  • Instant Messaging: Connect with selected customers with the help of custom criteria that include lead status, lead data and more.
  • Lead Targeting: Connect with selected customers with the help of custom criteria that includes lead status, lead data and more. 
  • Live Floor Monitoring: Monitor all sales representatives in real time from a single screen with the ability to whisper, listen or barge in on a call. 
  • Reporting and Analytics: Analyze an agent’s performance and productivity on a customized dashboard through a matrix that includes customer sentiments, call duration, campaigns, and more.
  • Built-in VoIP and Web Phone: Connect with customers globally without logging in to workstations through mobile phones. 
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  • Integrated Voice Software: Choose the most appropriate call center software and integrate it with Zendesk to deliver a world-class customer experience.  
  • Group Conversations: Access more than just 1:1 conversations to connect clients to experienced agents who can dispel even the most complex issues. 
  • Text Messages: Don’t miss a single chance to connect with customers on SMS. Access all incoming messages easily and react to them accordingly. 
  • Warm Transfer: Allow clients to connect with specific agents without describing the issue from the beginning. Take a few minutes to catch up with the case while the call gets redirected. 
  • Callback From Queue: Save time by booking a customer’s place in a queue during long waits and give them a call back when you’re ready for them.  
  • Interactive Voice Response: Conduct initial segmentation of clients with built-in IVR and direct them to specialized agents from relevant departments. Solve a variety of issues via phone, including complaints, information, tech support and more. 
  • Call Management Features: Forward calls from desk phones to home landlines, personal smartphones or other numbers for greater employee flexibility. Some additional features include call queues, round-robin call routing, caller ID, conferencing calling, set business hours, call barge/whisper and more. 
  • Voicemail: Allow customers to leave voicemails. Get directed to a representative’s voice mailbox instead of waiting in long call queues. Record personalized greetings to direct calls to other phone numbers or let customers know when an employee is out of the office. 
  • Business Text Messaging: Communicate via SMS using the same phone number or any other business messaging platform. Send automated texts when clients request support and create an account. Message to up to 250 customers per phone in one go. 
  • Call Recording: Take advantage of call recording capabilities along with other robust features, such as allowing clients to opt-in or out of being recorded or pause/resume recordings at any time during a call. 
  • Dashboards and Reporting: Get insights into some of the most critical real-time and historical call center metrics, including an average number of inbound and outbound calls and call abandonment rate over a set period. Measure omnichannel support engagement and determine when customers are most likely to contact through the customizable real-time dashboard and historical reports. 
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Product Ranking

#26

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#64

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Analyst Rating Summary

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79
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79
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82
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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

ReadyMode
Zendesk Talk
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 79 82 60 63 70 93 95 75 65 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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User Sentiment Summary

Good User Sentiment 39 reviews
Great User Sentiment 2704 reviews
78%
of users recommend this product

ReadyMode has a 'good' User Satisfaction Rating of 78% when considering 39 user reviews from 4 recognized software review sites.

88%
of users recommend this product

Zendesk Talk has a 'great' User Satisfaction Rating of 88% when considering 2704 user reviews from 2 recognized software review sites.

2.25 (1)
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3.5 (4)
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3.89 (18)
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4.1 (16)
4.4 (2687)
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4.1 (17)

Synopsis of User Ratings and Reviews

Improved Efficiency: Automate tasks such as call routing, queuing and reporting to increase productivity and efficiency among agents.
Enhanced Customer Service: Help agents provide personalized and efficient customer service with features like call recording, CRM integration and intelligent routing.
Advanced Insights: Track key metrics such as call volume, wait times and agent performance to make data-driven business decisions.
Better Compliance: Use built-in compliance features to remain compliant with industry regulations.
Easy Customizations: Customize the software to meet industry-specific needs and workflows.
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Seamless CRM Integration: Many users appreciate that Zendesk Talk is directly integrated with Zendesk's CRM platform, allowing agents to access customer information and interaction history without switching between applications.
Intuitive Call Handling: Users frequently praise the platform's straightforward interface for managing calls, including features like call transfers, holds, and voicemail, which streamline agent workflows.
Robust Reporting and Analytics: Zendesk Talk provides comprehensive call analytics, enabling businesses to track key metrics such as call volume, duration, and agent performance, which helps identify areas for improvement and optimize operations.
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High Costs: Upfront costs are associated with purchasing and implementing the software, and ongoing subscription and licensing.
Integration Challenges: Integration with existing systems and workflows can be challenging, especially if the software is incompatible with other business tools.
Security Concerns: Storing sensitive customer data in the cloud raises security concerns, and software providers must have advanced security measures to protect customer information.
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Limited Customization: Users express frustration over the inflexibility of Zendesk Talk's features, particularly when it comes to call routing and IVR systems. They desire more control over how calls are handled and directed.
Reporting Functionality: Many users find the reporting features in Zendesk Talk to be insufficient for their needs. They desire more comprehensive and detailed reports to gain deeper insights into call center performance.
Reliability Issues: Some users report experiencing dropped calls and other connectivity problems, which can be disruptive to call center operations and negatively impact customer satisfaction.
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Readymode offers an advanced suite of call center capabilities, including a predictive dialer, built-in CRM, lead management and data reporting. Its hybrid cloud architecture leverages the power of AWS and CloudFlare to deliver top-tier security, and ensure efficient and secure calling.Users praise Readymode's smooth interface and interactive features, making it suitable for teams with varying technical skill levels. The software is adaptable to growing business needs, and easily accommodates an increasing number of agents and call volumes.Some users note that its reporting features need more detail and customization. A few reviews mention occasional issues with responsiveness and resolution times from the customer support team.All things considered, Readymode is an excellent choice for businesses looking to increase sales, build stronger customer relationships and manage risk effectively.

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Is Zendesk Talk all that it's cracked up to be? User reviews from the past year suggest that it's a solid choice for businesses seeking a reliable call center solution, but it's not without its drawbacks. Many users praise Zendesk Talk for its user-friendly interface and seamless integration with other Zendesk products, making it a breeze to manage customer interactions across various channels. For instance, one user highlighted how the integration with Zendesk Support allowed their agents to quickly access customer information during calls, leading to faster resolution times. However, some users have expressed concerns about occasional call quality issues and limitations in advanced reporting features. While Zendesk Talk offers basic call analytics, some users find it lacking compared to competitors like Talkdesk or Five9, which provide more in-depth insights into call center performance. Ultimately, Zendesk Talk is best suited for small to medium-sized businesses that value ease of use and integration with other Zendesk products. Larger enterprises with more complex call center requirements might find other solutions more suitable.

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