Call forwarding software

Use Zendesk automation to scale operations.

Zendesk empowers your business to operate at peak efficiency with user-friendly, scalable software. Our call center software is designed specifically for customer service, minimizing training time and getting your team up and running quickly.

With out-of-the-box functionality, you can start providing exceptional call center experiences from day one, without the hassle of configuring complex systems. Plus, Zendesk integrates efficiency and automation seamlessly, ensuring it grows alongside your business and customer base.

With Zendesk, you can ensure calls always get to the right agent or department with efficient call transfers and routing. Automatically direct callers to the most qualified group based on skill set, location, or request type.

Our interactive voice response (IVR) systems enhance efficiency and reduce wait times by providing recorded responses to FAQs, scheduling callbacks, and allowing callers to switch from a live call to a text message.

Automate call management with IVR software.

Create a modern contact center with integrated voice software.

Our call center software is open and flexible, offering numerous no-code integrations available in the Zendesk Marketplace. These integrations allow call center teams to customize the solution to meet their unique needs effortlessly.

Our cloud-based solutions provide agents with the flexibility to manage calls from anywhere, whether they are in a traditional call center setting or working remotely.

Zendesk also enables businesses to tailor call handling with customizable call forwarding rules. This ensures efficient call routing based on agent availability, business hours, or specific customer requirements.

The Zendesk omnichannel Agent Workspace empowers agents to ditch the juggling act. They can handle calls, voicemails, and texts in the same space where they manage emails, chat, and social messaging, boosting efficiency. From the Agent Home, users can filter tickets by status and channel, manage SLAs, and view performance stats.

Agents can easily access customer profiles, including purchase history, previous tickets, and communication history, within a single interface. This holistic view enables agents to understand customer needs and preferences, allowing for personalized and empathetic interactions.

Centralize communication with the Agent Workspace.

Organize requests with an omnichannel ticketing system.

When you receive a call, Zendesk automatically generates a ticket, capturing essential details such as the caller's information, call duration, and timestamp. This ensures that every customer interaction is logged and tracked without manual intervention, reducing the risk of inaccurate or incomplete records.

Call recording captures entire conversations, providing a valuable resource for future reference, training, and quality assurance. These recordings are linked to the corresponding tickets, allowing agents and managers to review the discussions in detail, address issues accurately, and continuously improve service quality.

Zendesk AI-powered voice QA streamlines the evaluation of voice conversations by automatically summarizing calls and transcriptions—which also speeds up call wrap-up times for agents.

AI analyzes 100 percent of your calls across agents, languages, and BPOs. It detects churn risks, response delays, unusual conversations, and missing call recording disclosures, providing crucial compliance insights and identifying key call center training opportunities.

Use AI-powered quality assurance software.

Gain data-driven insights with Zendesk workforce management software.

Zendesk analytics provide granular metrics, empowering you to make informed decisions. With real-time insights into call duration, wait times, resolution rates, and customer satisfaction, managers can quickly identify trends and pinpoint bottlenecks to make swift adjustments.

Workforce management tools reduce overstaffing costs by using AI to predict staffing needs based on your data and automatically scheduling your team. Minimize call center burnout by efficiently managing schedules, providing agents with clear visibility into their shifts, and recognizing top performers.

With industry-standard encryption protocols, Zendesk secures voice data during transmission and storage, safeguarding against unauthorized access and data breaches. The platform also complies with global regulatory standards such as GDPR and HIPAA, reinforcing its commitment to customer data privacy.

Additionally, voice software from Zendesk is built on a resilient infrastructure that guarantees high availability and minimal downtime, supported by a 99.95 percent uptime SLA. This reliability ensures seamless communication experiences, allowing businesses to maintain consistent and secure customer service operations.

Learn more about advanced privacy and protection features.