Zendesk Talk puts the power in agents’ hands with call control. When agents want to consult other agents or track down information they can mute and unmute calls, or put customers on hold while until they have what they need to resolve the issue.
Transparency is good — to a point
Customers just want their issues solved and usually aren’t interested in the specifics of how an agent went about solving it. Call control lets agents speak freely with other agents while the customer is muted.
Answer in browser
Make or take calls directly from the Zendesk browser.
Optional automatic transcription makes it easy to sort through and respond to voicemails.