Wheelhouse Score
2.81/5
Above Average
Rating
4.50/5
Excellent
Features
2.36/5
Average
Pricing
Mid-Range

Zendesk Voice is the cloud based contact center software solution from Zendesk. It can be seamlessly integrated with the Zendesk solution. Using Zendesk Voice, call center operations can improve their efficiency and reduce their costs of operations.

Overview

Zendesk Voice is the cloud based contact center software solution from Zendesk. It can be seamlessly integrated with the Zendesk solution. Using Zendesk Voice, call center operations can improve their efficiency and reduce their costs of operations.

Key Features

Routing and IVT: Zendesk Voice offers flexible IVT, real-time queue monitoring so as to remove incidence of bottlenecks, and group routing so that the call queueing times can be reduced. It comes along with Zendesk analytics which provide valuable insights into the call center operations, KPIs, metrics, agent performance, etc.  Combined together with Zendesk help desk, it becomes a powerful solution to monitor call center operations.

Recording & Monitoring: Agent calls can be recorded and evaluated for troubleshooting and quality assurance.  Managers can view agent statuses and activities, and manage agent availability as needed.

Help desk integration: Zendesk Voice integrates seamlessly with the help desk, so that agents have access to previous conversations, customer profile, past purchase details, past history, etc. Zendesk Voice creates a single centralized support system through which agents can provide quality phone support irrespective of the channel.

Real-time insights: Zendesk Voice supports real-time decisions utilizing real-time call details. Through interactive dashboards, it is possible to work on the team data and drill down to specific parameters such as wait time, abandoned calls, hold time etc. so that managers can make the necessary decisions to cater to the call volume fluctuations. This improves customer experience greatly.

Advanced Analytics: Zendesk Voice provides insights into call center operations, and analyzes metrics to track and measure agents performance.

Packages

Suite Team

  • Contact Center Features
    • Mass Emails
    • Chat/IM
    • Social Media Integrations
    • Voicemail
    • Call Mute
    • Call Hold
    • Toll-Free Numbers
    • Self-Service
  • Contact Center Types
    • Contact Center + VoIP
  • Inbound Calling Features
    • Custom Caller ID
  • Automations and AI
    • Chatbots
    • Automatic Routing
  • Security/Compliance Features
    • Active Failover
    • Single-Sign-On
    • Encryption
    • Two-Factor Authentication (2FA)
  • Reporting and Analytics Features
    • Call Recording
    • Real-Time Dashboards
    • Call Log Reports
    • Voice Analytics
  • Integrations
    • APIs
  • After-Sales Service
    • Email Support
    • Chat Support
    • Onboarding Guide
    • Knowledge Base
    • Dedicated Account Manager
    • Training
    • Forum
    • Product Guide
    • Telephone Support

Suite Growth

  • Contact Center Features
    • Mass Emails
    • Chat/IM
    • Social Media Integrations
    • Voicemail
    • Call Mute
    • Call Hold
    • Toll-Free Numbers
    • Self-Service
  • Contact Center Types
    • Contact Center + VoIP
  • Inbound Calling Features
    • Custom Caller ID
  • Automations and AI
    • Chatbots
    • Automatic Routing
  • Security/Compliance Features
    • Active Failover
    • Single-Sign-On
    • Encryption
    • Two-Factor Authentication (2FA)
  • Reporting and Analytics Features
    • Call Recording
    • Real-Time Dashboards
    • Call Log Reports
    • Voice Analytics
    • Customer Surveys
  • Integrations
    • APIs
  • After-Sales Service
    • Email Support
    • Chat Support
    • Onboarding Guide
    • Knowledge Base
    • Dedicated Account Manager
    • Training
    • Forum
    • Product Guide
    • Telephone Support
    • Customer Portal
  • Service-Level Agreement?
    • Yes

Suite Professional

  • Contact Center Features
    • Mass Emails
    • Chat/IM
    • Social Media Integrations
    • Voicemail
    • Call Mute
    • Call Hold
    • Toll-Free Numbers
    • Self-Service
    • Audio Conferencing
    • Web Callback
  • Contact Center Types
    • Contact Center + VoIP
  • Inbound Calling Features
    • Custom Caller ID
    • IVR (Interactive Voice Response)
  • Automations and AI
    • Event-Driven Routing
    • Chatbots
    • Automatic Routing
    • Skills-Based Routing
  • Security/Compliance Features
    • Active Failover
    • Single-Sign-On
    • Encryption
    • Two-Factor Authentication (2FA)
    • HIPAA
  • Reporting and Analytics Features
    • Call Recording
    • Real-Time Dashboards
    • Call Log Reports
    • Voice Analytics
    • Customer Surveys
  • Integrations
    • APIs
  • After-Sales Service
    • Email Support
    • Chat Support
    • Onboarding Guide
    • Knowledge Base
    • Dedicated Account Manager
    • Training
    • Forum
    • Product Guide
    • Telephone Support
    • Customer Portal
  • Service-Level Agreement?
    • Yes

Suite Enterprise

  • Contact Center Features
    • Mass Emails
    • Chat/IM
    • Social Media Integrations
    • Voicemail
    • Call Mute
    • Call Hold
    • Toll-Free Numbers
    • Self-Service
    • Audio Conferencing
    • Web Callback
  • Contact Center Types
    • Contact Center + VoIP
  • Inbound Calling Features
    • Custom Caller ID
    • IVR (Interactive Voice Response)
  • Automations and AI
    • Event-Driven Routing
    • Chatbots
    • Automatic Routing
    • Skills-Based Routing
  • Security/Compliance Features
    • Active Failover
    • Single-Sign-On
    • Encryption
    • Two-Factor Authentication (2FA)
    • HIPAA
    • RBAC (Role Based Access Control)
  • Reporting and Analytics Features
    • Call Recording
    • Real-Time Dashboards
    • Call Log Reports
    • Voice Analytics
    • Customer Surveys
  • Integrations
    • APIs
  • After-Sales Service
    • Email Support
    • Chat Support
    • Onboarding Guide
    • Knowledge Base
    • Dedicated Account Manager
    • Training
    • Forum
    • Product Guide
    • Telephone Support
    • Customer Portal
  • Service-Level Agreement?
    • Yes
  • System Management Features
    • Sandboxing

Media

Pricing

Request a custom quote for your business

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