Provider Overview
With their foundation dating back to 2007, Zendesk is well known for their unique Helpdesk software. With a platform that enables businesses to provide online ticketing for customer service across various channels, Zendesk quickly rose as the top choice for the Helpdesk industry. Since its inception, Zendesk has continued to grow out their existing Helpdesk solution, and continues to lead the helpdesk software industry. But to truly offer a complete Helpdesk solution, Zendesk has expanded to introduce their Zendesk Talk call center software since 2011.
Moving beyond a single CRM provider, a separate Call Center Provider, and then on top of it all another Business VoIP provider, Zendesk can offer everything under one roof. Overall, Zendesk Talk can enable your business to leverage both a leading Helpdesk solution, that now can be paired with a fully integrated call center solution built right in. Zendesk Talk can help your business to improve customer experiences, boost productivity of agents, as well as arm your call center with the right tools to track, measure and improve.
Zendesk Talk Pricing and Services
Features Included:
The Basics
- Local and toll-free numbers
- Inbound and Outbound Calling
- Unlimited Concurrent Calls
- Voicemail
- Customized Greetings
Making and Taking Calls
- Browser-based with softphone
- Forward to phone
- Automatic ticket creation
- Warm transfer
- Call control
- Call recording
- Caller ID and history
Routing and Queuing Calls
- IVR systems
- Group routing
- Round-robin routing
- Call queues
- Business hours
- Callback from queue
Text Support
- Local and toll-free numbers
- Inbound SMS
- Inbound MMS
- Outbound SMS
- SMS Notifications
- Support workflow
- Views and Reporting
Monitoring and Reporting
- Real-time dashboards
- Advanced analytics
- Call monitoring and barging
Utilities
- Failover
- Twilio infrastructure
Editor's Bottom Line of Zendesk Talk
Despite the recent craze for an omnichannel experience, phone support still stands as the number one choice for both customers, and even agents. Phone support allows for a personalized, yet quick and complete support. But current call center solutions are otherwise silo'd, and sit separate from the rest of the CRM or Helpdesk platform. The old style of call center organization, with a phone, an office line, and a separate call center solution simply leads to a less productive contact center. Zendesk Talk's goal is to bridge the gap between those silos, and allows your business to deeply integrate the usual and expected call center features with Zendesk's already capable and powerful Helpdesk platform.
While the focus for Zendesk Talk is on phone support, Zendesk recognized that text based support is also on the rise. So, whether your agents are handling support requests through voice phone calls, or SMS text messages, Zendesk Talk equips agents with the necessary tools to handle the job. Because Zendesk Talk is built right into the Zendesk platform, agents gain access to an entirely browser-based solution to answer or make calls without any extra hardware or equipment. Zendesk can also automatically turn calls and voicemails directly into tickets for easy record keeping and issue resolution.
But beyond the usual and expected routing tools and call controls for a call center solution, Zendesk Talk expands into text message support, with useful tools for agents like both inbound and outbound SMS, inbound MMS, and even SMS notifications to directly alert customers or agents based on ticket action. Of course, Zendesk also included advanced monitoring and reporting tools with real-time dashboards for managers to stay on top of agents, and ensure the highest quality of service, as well as the highest level of efficiency
Zendesk has introduced a totally new basis of organization for a contact center, one that leverages both an already powerful and popular Helpdesk ticketing solution, deeply integrated with all the powerful call center features your business would need. Zendesk Talk allows any size business convert their support center into a professional Contact Center with the same features and presence that even biggest Enterprise solutions provide. Oh, and with the entire solution built on top of Twilio's infrastructure, your business can have the piece of mind that a call or text message will never be dropped or lost.
