Zendesk Unveils Zendesk Voice in the UK and 10 European Countries

March 28, 2012

LONDON, UK – March 28, 2012 – Zendesk, the cloud-based help desk software provider, today announced the debut of Zendesk Voice in the UK and Europe, a new capability for customer and technical support operations. Zendesk Voice empowers customer service organisations to set up cloud-based call centres in minutes, at a fraction of the cost. It also avoids the complexity of conventional voice systems.

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

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  •Rapid Results: Zendesk Voice is a VoIP system, so no hardware or IT support is needed. You can set up a phone number and have incoming calls available in Zendesk within minutes.
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• Affordability: Zendesk Voice is based in the cloud, eliminating upfront capital investment and delivering voice capabilities at just a few pence per minute.•
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• Customer Choice: Zendesk Voice adds another option to Zendesk’s wide range of customer communication options. These already include email, web forms, online chat, Facebook, and Twitter. Zendesk Voice is ideal when a customer wants to speak to a person quickly to resolve an issue.
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• 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 are even able to listen to their previous phone conversations through the system
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In addition, Zendesk is also launching support for toll-free numbers in the United Kingdom, Canada, and the United States.

“With voice integration, Zendesk allows customers to set up a call centre for less than the cost of a mobile phone and with much less hassle,” said Matt Price, Vice President and General Manager, Zendesk EMEA. “With the new voice capabilities, we’re seeing the next generation of help-desk. As an industry we’ve moved from on-premise call centres, to cloud-based help-desks and now we have a convergence with cloud voice. This will allow customers to enjoy better, faster customer care and allow companies to do so effectively and cost-efficiently.”

“As Invenias expands globally, Zendesk Voice gives us an easy way to instantly extend great local customer care,” said David Grundy, CEO of Invenias. “For growing companies like ours, it is a very disruptive offering.”

Zendesk Voice is powered by Twilio, the leading cloud communications infrastructure for voice and text applications. Twilio’s service is used to build web and mobile applications that can make and receive telephone calls, allowing businesses to use their existing software engineering resources and skills.

“At Twilio, our mission is to revolutionise the way in which companies see telecoms, opening it up to developers across the globe. Zendesk Voice is a brilliant example of what companies can do to build their business further, allowing them, in turn, to revolutionise the fields they are in,” said Twilio CEO and co-founder Jeff Lawson.

Zendesk Voice is now available in the following European countries: Austria, Belgium, Denmark, Finland, France, Ireland, the Netherlands, Poland, Portugal, Sweden and the United Kingdom.

For more information, please visit www.zendesk.com/voice.

About Zendesk

Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Adobe, Sony, John Lewis, ASA Airlines, the NHS, and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.

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