Zendesk Suite
Zendesk Suite
380 reviews
WH Score

Zendesk Suite Reviews & Overview

What is Zendesk Suite?

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.


Zendesk Suite Pricing

Suite Team
per user / per month
Zendesk Suite Pricing Details

Zendesk Suite Key Features

Reporting & Analytics
  • Call Monitoring
  • Customer Satisfaction Rating (CSAT)
  • Dashboard
  • Benchmarking
  • Surveys/Questionnaires/Polls
  • Conversation Analytics
  • Activity Log
  • Quality Monitoring
  • Dashboard
  • Sandbox
  • Storage
  • Segmentation/Grouping
  • Archiving
  • Contact Management
Identity and Access Management (IAM)
  • Email Verification
Third-Party Integrations
  • LINE
  • Whatsapp
  • Instagram
  • Twitter
  • Facebook
  • Google Analytics
Document Management
  • File Transfers
  • Contract Lifecycle Management
  • File Sharing
Compliance Accreditations
  • SOC
  • ISO
Call Management & Administration
  • Call Back
  • Call Hold
  • Call Whisper
  • Call Barge
  • Call Queue
  • Caller ID
  • Call Forwarding
  • Voicemail
  • IVR
  • Call Transfer
  • Number Black/White List
  • Departments
Governance, Risk, & Compliance (GRC)
  • License Management
Language & Speech
  • Translations
Chat/IM Management
  • Typing Indicator
  • Proactive Messaging
  • Chatbots
  • Pre-Chat Questions
  • Concurrent Chat Sessions
After-Sales Service
  • Service Level Agreement (SLA)
  • Product Guide/Manual
Custom Variables
  • Widgets
  • Workflows
  • Reporting
  • Widgets
  • Statuses
  • Greetings
Integration Options
  • SDKs
  • APIs
  • Ticket Sharing
  • Ticket Lifecycle Management
Disaster Recovery
  • Data Backup & Recovery
Portal Types
  • Customer/Client Portal
Phone Systems
  • Outbound Calling
  • Inbound Calling
  • Local Numbers
  • Toll-Free Numbers
Supported Channels
  • Email
  • SMS
  • Voice
Collaboration Tools
  • Workspace
Campaign Types
  • Remarketing
Call Time Limits
  • Call Wrap-Up Time Limit
  • Call Offering Time Limit
Data Migration
  • Data Export
Call Routing Types
  • Time of Day Routing
  • Priority-Based Routing
  • Event-Driven Routing
  • Skills-Based Routing
Zendesk Suite Features Details

Zendesk Suite Media

Zendesk Suite Reviews

Pros & Cons Preview
  • After adopting Zendesk, I found myself more productive and active.
  • Price is affordable and the user interface is awesome.
  • The pop-ups get lost with the use of multiple tabs.

Zendesk Suite has no reviews yet.

Zendesk Suite Usability Score

out of 10

The Average Usability score for the Help Desk category is 6.0

  • Ease of Use
  • Meets Requirements
  • Learning Curve
  • Setup & Support
  • Quality of Support
  • Ease of Admin
  • Pricing

Best WH Scored Zendesk Suite Alternatives

The right software for your business

Get your personalized recommendations now.