Need IVR, ad tracking, call forwarding, 800 numbers? We got you covered.

By now, you have probably heard about the new exciting features that Zendesk Voice has to offer. While this new channel we offer is super awesome and addresses the ability for you to add set up a call center quickly and easily, we do understand some companies require more from their phone systems, including Interactive Voice Response (IVR), Automatic Call Distributors (ACD), hunt groups, etc.

Fear not! We have a rich ecosystem of partners at your service, most notably the fine folks at Ifbyphone and OnSIP!

Ifbyphone is a voice based marketing automation platform that helps measure, manage, and automate customer interactions. The Ifbyphone Widget for Zendesk is great for local or toll-free support hotlines requiring multiple queues, outbound calling functionality, or detailed reporting.

When should you choose Ifbyphone?

  • Your company has multiple teams answering calls (e.g. press 1 for tech support, press 2 for sales, press 3 for billing) or multiple instances of Zendesk
  • Your agents need to make outbound calls and you want to show your main support line as the Caller ID
  • Your management team demands detailed agent-level reporting, highly reliable call quality or customized call flows

In addition, Ifbyphone’s Widget can tell agents where the caller found you (e.g. Google, Support Forum, FAQ page), show the caller’s information from your Salesforce.com account, and capture an agent’s notes from each call. Your Ifbyphone account includes additional functionality for improving support such as the ability to interact via text message, understand what prompts customers to call you, and deliver automated phone surveys after customers contact your help desk.

OnSIP is another valued partner of ours that delivers business VoIP communications services based on best of breed IP telephony technologies. Built upon open technologies, OnSIP offers a hosted PBX solution without the clunkiness of requiring your own PBX hardware or extension license fees. With services available such as auto-attendants, groups, directories, drag-and-drop transfers of calls, click to call, Outlook integration, voicemail recordings forwarded to email, and the ability to have up to 10 phones ring simultaneously when an extension is called, OnSIP is definitely an alternative available to our customers as well. Best of all, all of the features are included in OnSIP subscriptions and are charged on a pay-as-you-go basis. And it’s compliant with most SIP desk phones, software phones and mobile apps and requires minimal configuration efforts to get you connected.

In addition to the new Zendesk Voice launch, we are also working on extending the API so our partners can make use of the full use of the new features we have brought to the table by integrating the voice channel into Zendesk. Extending this to our partners to see what they can come up with is an exciting proposition for us and we can’t wait to see what our partners do with it.

Know of any other cool phone hosting solutions out there that you think would play nicely with Zendesk? Let us know at support@zendesk.com!