Only Zendesk voice offers human connection with AI at the centre. Deliver more personalised, high-quality customer experiences at scale on every call, from start to finish.
Benefits
Genuine human connection meets AI-powered precision
Manage calls in one place
Direct and route calls in the same workspace as your other channels and have full context in every interaction.
Resolve calls with automation
Offer non-stop voice support and resolve 50% of customer interactions with AI agents for voice.
Use AI to finish calls faster
Allow agents to provide accurate answers with instant insights and reduce time spent on transcripts and summaries after calls.
Monitor quality, boost CSAT
Track all conversations to identify and act on performance trends, so you maintain high-quality interactions.
Features
AI built into every stage of the call
Assign AI agents to answer calls. Using natural, adaptable language to support customers, AI agents can solve sophisticated interactions and redirect customers to a human agent if necessary.
Once a call is transferred, empower your team with Zendesk agent copilot for voice. This proactive assistant offers live suggestions, allowing agents to resolve interactions faster and with precision.
After a call is complete, our AI will automatically summarise and deliver the call transcription directly into your agent’s workspace so they can jump into the next conversation.
Support customers faster with IVR, group, prioritised, overflow and after hours routing. Set your maximum queue size and waiting time, and allow callers to request a callback instead of holding.
Voice supports VoIP, PSTN and embedded options – making communication flexible. You can transfer calls, set up conferences with waiting time tracking and callback options. Extend voice capabilities with apps from the Zendesk Marketplace.
Measure and improve your operations with real-time analytics. Cross-channel reporting lets you compare performance to messaging, email, chat and more. Monitor and record calls to ensure quality conversations while protecting customer security and privacy.
Enable your team to work together better with call conferencing, call barging, warm transfers and live coaching that complement the complete call history in Zendesk.
Provide phone access to your customers with free and international numbers, call conferencing, business hours, voicemail, extensions, block lists and more for the complete phone solution.
