Integrated voice software

Stay dialled in

Speak direct to customers to deliver personalised solutions to complex issues

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Known as Zendesk Talk

Talk it out

Even in the age of emails, texts and DMs, sometimes talking to a real person solves the problem fastest. Our integrated voice solution syncs with all other channels, and lets agents see all customer information right away. Now that has a nice ring to it!

  • Instant customer information

    Immediately set up phone numbers, voicemail and text messages.

  • Embedded voice

    Add a call button to give your customers a seamless way to contact you in your mobile app or browser.

  • Unified conversations

    Handle calls, voicemails and texts in the same space where you manage emails, chat and social messaging.

The basics

Here's the scoop

Jump-start your calls

Take calls immediately with a cloud-based voice solution that works right out of the box.

Use what you have

Integrate your preferred call centre solution into Zendesk. Plug into any of our 90+ telephony providers or build your own integration.

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Customise with apps

Extend voice capabilities with additional tools and services, such as advanced call transcription, redaction and quality assurance capabilities.

Jump-start your calls

Take calls immediately with a cloud-based voice solution that works right out of the box.

Use what you have

Integrate your preferred call centre solution into Zendesk. Plug into any of our 90+ telephony providers or build your own integration.

Customise with apps

Extend voice capabilities with additional tools and services, such as advanced call transcription, redaction and quality assurance capabilities.

Routing and queuing calls

Always on call

Ensure callers always reach the right agent at the right time with interactive voice response (IVR) routing, group routing, and overflow and after-hours routing. Set your maximum queue size and waiting time, and allow callers to request a callback instead of holding.

Monitoring and reporting

Keep an eye out

Measure and improve your phone support operations with real-time analytics. Cross-channel reporting lets you compare performance to messaging, email, chat and other conversational experiences. Monitor and record calls to ensure quality conversations while protecting customer privacy.

“We’re really making sure we have people in the right place at the right time, and that our customers are reaching a person as quickly as possible to get their questions answered.”

Katie Rogers

Senior Director of Customer Experience at Harry's

50% reduction in abandonment rate

80% of calls answered in 60 seconds or less

More Resources

Customer service is hard. Zendesk makes it easier.

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