TMCnews Featured Article
Zendesk Voice Launches to Enhance Call Center Operations
By Jamie Epstein, TMCnet Web Editor
Zendesk, a provider of help desk software, has just debuted Zendesk Voice, a product that boasts a suite of functions designed to enhance all aspects of call center operations. A press release claimed that, through utilization of Zendesk Voice, organizations can within minutes easily set up cloud-based call centers simply and for a low cost.
Available for purchase in various types of plans including Starter, Regular, Plus+ and Enterprise a press release outlined some of the capabilities that this tool provides such as rapid results. Due to the fact that it is a complete VoIP system, no additional hardware or IT support is required. Users can now simply set up a phone number and have incoming calls available in Zendesk in a very small amount of time.
"Traditional call centers are a source of frustration to customer," said Zack Urlocker, COO of Zendesk. "You've got long wait times, complex phone trees and, most of the time when you finally get through to a real person, they don't have access to the right information. Zendesk solve this frustration by converting conversations and messages into a digital format, Zendesk Voice helps ensure that nothing falls between the cracks. The customer service team can see all the customer's details and history, making it easy to resolve issues immediately."
In addition, as Zendesk Voice is based in the cloud, a majority of upfront investment is no longer needed.
The new product suite enables customers to have access to multiple ways to communicate such as email, web forms, online chat, and Twitter (News - Alert). Also, Zendesk Voice has the ability to transform voice conversations and messages into trackable assets, the release stated. The process works by conversations being recorded, then changed into transcripts and saved as Zendesk tickets.
"Zendesk Voice is solving all of our phone support needs," said Sander Daniels, co-founder and director of user happiness at Thumbtack. "Previously we had to use separate clients for email and phone support - this was a real pain point when trying to keep track of everything and respond to customers in a timely manner. Over the last month, however, we've moved our entire phone support to Zendesk Voice and are already seeing a significant increase in productivity. Our team has loved it and we're hoping to expand it company-wide ASAP."
Right now, Zendesk Voice is only available within the border of the U.S. and Canada; however, there are plans for the product suite to be made available all over the world later this year.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves