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Zendesk Unveils Zendesk Voice
New offering lets users set up cloud-based call centers
Posted Sep 15, 2011
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Zendesk today announced the debut of Zendesk Voice for customer and technical support operations. In minutes, Zendesk Voice empowers users to set up cloud-based call centers at a fraction of the cost and without the complexity of conventional voice systems.

Zendesk Voice is available for all subscription plans (Starter, Regular, Plus+, and Enterprise) and delivers the following:

  • Rapid Results — Zendesk Voice is a VoIP system so no hardware or IT support is needed. Users can set up a phone number and have incoming calls available in Zendesk within minutes.
  • Affordability — Zendesk Voice is based in the cloud, eliminating upfront capital investment and delivering voice capabilities at just pennies per minute.
  • Customer Choice — Zendesk adds voice to its wide range of ways to communicate with customers including, email, Web forms, online chat, and Twitter.
  • Automated Tracking — Zendesk Voice instantly transforms voice conversations and messages into trackable assets. They are recorded, converted to transcripts, and embedded into Zendesk tickets. Customers can even listen to their previous phone conversations through the system.

"Traditional call centers are a source of frustration to customers," said Zack Urlocker, chief operating officer at 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 solves 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."

"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."

Currently, Zendesk Voice is available in the U.S. and Canada, with international availability due later this year. Calls placed to the system are billed at 5 cents per minute, with no additional upfront costs or hidden fees. Zendesk Voice is powered by the Twilio cloud communications infrastructure for voice and text applications.

"Twilio is proud to power Zendesk Voice with Twilio Client," said Jeff Lawson, CEO of Twilio. "We're all about enabling companies to build killer apps that communicate, and Zendesk is taking rich customer support experiences to the next level with cloud communications."


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