Talk it out
Connect with customers on a call centre solution built right into the Zendesk ticketing system
Features that won't put you on hold
Whether you're just getting started or managing a global support team, Zendesk Talk will support you at every stage of your call centre development.
Choose a toll-free or local number from over 40 countries or port in an existing number.
Inbound and outbound calling
Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.
UNLIMITED CONCURRENT CALLS
Make and receive unlimited concurrent calls to support multiple conversations with one phone number.
Enable voicemail so callers can connect even when you can't answer right away. All voicemails automatically create tickets for easy tracking and follow-up.
Offer branded or localised experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voice mail greetings, available agents, wait, hold and IVR messages.
Making and taking calls
Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.
Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.
Zendesk automatically turns calls and voice mails into tickets for easy record-keeping and issue resolution.
Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.
Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.
CALLER DISPLAY & HISTORY
Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.
Compile a blacklist of phone numbers so bots, spammers, or other unwanted callers are automatically disconnected when they call.
Allow your agents to consult with a third party and choose to either transfer or add them to the ongoing call, improving the overall customer experience.
Routing and queueing calls
Route customers to the right agent or department and provide recorded responses for Frequently Asked Questions with multi-level interactive voice response (IVR) systems.
Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.
Ensure that calls are always routed to an available agent rather than being lost or sent to voice mail, and are evenly distributed among support team members.
Set a maximum waiting time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voice mail.
Define business hours to let customers know your phone support availability. Calls received outside business hours are sent to voice mail.
Callback from queue
Allow customers to request a callback instead of waiting in a queue for a live agent.
Overflow and after-hours routing
Route calls received when agents are busy or after hours to an alternative phone number, ensuring callers always connect with a live agent.
LOCAL AND FREE NUMBERS
Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.*
Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.
Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.*
Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.
Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.
Apply time-saving tools like macros, triggers and other business automations — so you can scale up your text support easily.
Views and Reporting
Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.
Monitoring and reporting
Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.
Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.
Ensure call quality and train agents – managers may listen or "barge" into (intervene in) active calls between customers and agents.
Record inbound and outbound calls for easy reference, troubleshooting and QA.
Call Recording Permissions
Give callers the choice to opt in or opt out of call recordings.
Agent Recording Controls
Allow agents to pause and resume the recording of an active call to protect customer privacy.
Reliability and Services
Failover automatically forwards incoming calls to an alternative number in the unlikely event of a Zendesk outage, ensuring important calls always come through.
Call quality notifications allow agents to monitor network and audio issues in real-time.
Global Low Latency
Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.
Talk Usage 99.95% SLA
We back our 99.95% usage SLA with service credits, and help teams troubleshoot and prevent outages with monthly diagnostics.*
Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including Walmart, Coca-Cola, Uber and Salesforce.com. For more information, check out https://www.twilio.com/.
Zendesk Talk Partner Edition allows you to access our Computer telephony integration (CTI) toolkit to integrate your own telephony solution directly into Zendesk Support for embedded softphone, Caller Display and history, tickets with call data and agent assignment, and more. Check it out
Get started right away with 70+ out-of-the-the-box telephony apps that plug directly into the Zendesk ticketing system.
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