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Zendesk Introduces Zendesk Voice, the Most Affordable Way to Set up Cloud-Based Call Centers

By Deepika Mala
TMCnet Contributor

Zendesk, the proven cloud-based help desk software provider, recently unveiled Zendesk Voice, a disruptive new capability for customer and technical support operations, at TechCrunch Disrupt SF 2011.

The new Zendesk Voice empowers customer service organizations to set up cloud-based call centers at a fraction of the cost and without the complexity of conventional voice systems.

“Traditional call centers are a source of frustration to customer,” said Zack Urlocker, COO of Zendesk, in a press release. “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 is a VoIP system and so requires no hardware or IT support. It 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.

Available for all subscription plans, Zendesk Voice is based in the cloud, eliminating upfront capital investment and delivering voice capabilities at just pennies per minute. It adds voice to its wide range of ways to communicate with customers including email, web forms, online chat, and Twitter (News - Alert).

Zendesk Voice instantly transforms voice conversations and messages into trackable assets. They are recorded, converted to transcripts and embedded into Zendesk tickets.

Sander Daniels, co-founder and director of User Happiness at Thumbtack, said, “Zendesk Voice is solving all of our phone support needs.”

“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.”

In related news, Zendesk announced that its help desk software is now integrated with SugarCRM (News - Alert), a premier customer relationship management company.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, happening now, 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.

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