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Zendesk Talk - Contact Center

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Details

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.

Features

Deployment
  • Cloud-hosted
  • On Premise
Features
  • API Available
  • Predictive Dialer
  • Multiple Language
  • Social Channel
  • Skill-based Routing
  • Speech and Text Analytics
Pricing Model
  • Monthly subscription per user
  • Yearly subscription per user
  • Metered per minute
  • Monthly site license
  • Yearly site license
  • Flat fee
  • Monthly subscription
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Target Company Size
  • Startup
  • Small-to-Medium Business
  • Enterprise
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
  • Account Manager
Mobile Apps Offered
  • None
  • iOS
  • Android
Service Level Agreement
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Deployment
  • Hosted/Cloud
  • On-Premise
  • Mobile
Reporting and Analytics Features
  • Call Log Reports
  • Call Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real-Time Analytics
  • Automated Reporting
  • Voice Analytics
  • Ad Hoc Reporting
  • Geographical Reporting
  • Real-Time and Historic Reporting APIs
  • Interaction Analytics
  • Customer Satisfaction Reporting
  • Multilingual Customer Surveys
  • Customer Surveys
  • Tickets for Abandoned Calls
  • Graphical Reporting
  • Reporting Templates, Pre-Built, Ad-Hoc & Custom Reporting
  • Quality Monitoring
  • Historical Reporting
  • Real-Time Dashboards
  • OmniChannel Analytics
  • Customer Journey Reporting
  • Live Call Analytics
  • Abandoned Call Analytics
  • Reporting Export Functions
  • Email Reports
  • Latency Monitoring Dashboards
  • Coaching/Interaction Review
  • Third-Party Data Sources
  • Screen Recording
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Custom Music On Hold
  • Unlimited Queuing
  • Ring Groups
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
Outbound Calling Features
  • Auto Dialer
  • Call List Imports
  • Campaign Management
  • Outbound IVR
  • Multichannel Communications
  • Multiple Initiative Management
  • Speed Dial
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
  • iseek.ai
  • Vantage CRM
  • Uservoice
  • SnapEngage
  • Now
  • Pipedrive
  • OnePageCRM
  • Olark
  • Nimble
  • LiveChat
  • Kustomer
  • Intercom
  • Infusionsoft
  • Highrise
  • Help Scout
  • Front
  • Contactually
  • DEVone
  • Bullhorn
  • SAP
  • ServiceNow
  • Microsoft Teams
  • Oracle Service Cloud
  • Salesforce Desk
  • Facebook Messenger
  • Twitter
  • Netomi
  • Simplr
  • Tethr
  • Thankful
  • Delighted
  • Typeform
  • Calendly
  • G Suite
  • Google Calendar
  • Calabrio
  • Slack
  • MailChimp
  • Asana
  • Hubspot
  • Stripe
  • Playvox
  • Medallia
  • TurnTo
  • Call Analytics
  • Argyle Time
  • APIs
  • Microservices
  • Webhooks
  • Okta
  • Microsoft
  • Google
  • Workbooks
  • Lotus Notes
  • Goldmine
  • ConnectWise
  • Act!
  • G-Suite
  • MS Office 365
  • Microsoft Outlook
  • Facebook
  • Custom Databases
  • Salesforce Service
  • Salesforce Sales
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Web-based Administration
  • Heads Up Display™ (HUD) Mobile App
  • Heads Up Display™ (HUD)
  • Data Backup
  • Continuous Upgrades
  • Conference Bridge
  • IP PBX
  • Centralized Administration (for Agents)
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SOC 2 Type 2
  • TCPA
  • PCI Level 1
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
  • Single-Sign-On
  • IP Whitelisting
  • NIST
  • OWASP
  • TruSTAR
  • BitSight
  • OSP
  • National Cyber Security Centre
  • Cyber Essentials
  • NATIONAL Secret
  • EU Secret
  • NATO Secret
  • CSA STAR
  • CSA
  • IAPP - Bronze Member
  • Privacy Shield Framework
  • McAfee Enterprise-Ready
  • SOC3
  • SOC2
  • ISO 22301
  • GDPR
  • Active Failover
  • HIPAA
  • SOC Type 1
  • AES 256-bit
  • TLS v1.2
  • PCI DSS
Price
  • 1 - Inexpensive
  • 2
  • 3 - Moderate
  • 4
  • 5 - Expensive
Features
  • 1 - Limited features
  • 2
  • 3 - Moderate
  • 4
  • 5 - Full featured

Pricing

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