Zendesk Talk
Integrated voice and call center solution for seamless customer support.
Executive Summary
Zendesk Talk is an integrated voice and call center solution designed to enhance customer support operations. It provides features such as intelligent call routing and Interactive Voice Response (IVR) to efficiently manage inbound and outbound customer calls. Built directly into the broader Zendesk platform, it allows organizations to unify voice interactions with other support channels like ticketing and chat. The solution is easy to set up and use, aiming to boost agent productivity, improve cross-channel reporting, and reduce operational costs, ultimately leading to an improved customer experience. Zendesk Talk supports global customer bases by offering affordable phone numbers and flexible per-minute pricing, alongside various subscription plans (Lite, Team, Professional, Enterprise) tailored to different organizational needs.
Use Cases
- Providing integrated phone support for customer inquiries.
- Automating call routing and IVR to streamline customer interactions.
- Improving agent efficiency and productivity in call handling.
- Gaining insights into voice support performance through cross-channel reporting.
- Managing global customer support with local phone numbers and flexible pricing.
Features
Visibility
- Cross-channel reporting: View and analyze call data alongside other support channels.
- Agent Productivity Monitoring: Track agent performance, call volumes, and service levels.
Intelligence
- Voice Usage Analytics: Analyze call duration, volume, and costs to optimize operations.
Support
- Call Routing: Direct calls to the most appropriate agents or departments.
- IVR (Interactive Voice Response): Automate initial customer interactions and guide callers.
- Integrated Ticketing: Automatically create or update tickets from voice interactions.
Technical Specifications
- Architecture
- Cloud-native, integrated within the broader Zendesk customer service platform.
- Deployment
- SaaS
- API Available
- Yes
Security & Compliance
Certifications: SOC 2, GDPR
Pricing
- Model
- Subscription-based per agent (annual/monthly) plus usage-based per minute
- Starting Price
- Starts at $0/agent/month (usage only) for Lite plan; $19/agent/month for Team plan (annual, usage separate)
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Annual, Monthly
- Free Trial
- Yes, 14 days
About zendesk
Zendesk is an American software-as-a-service (SaaS) company that provides a cloud-based customer service and engagement platform. It offers a range of products including help desk, ticketing, live chat, and CRM tools for businesses of all sizes, incorporating AI-powered features to automate workflows and improve responsiveness.