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Products found: 18
2.00
Amazon Connect
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Amazon Connect Benefits
Easy to set up and manage
Setting up Amazon Connect is easy. With only a few clicks in the AWS Management Console, agents can begin taking calls within minutes. The drag and drop Contact Flow Editor allows you to create contact flows that define effective and efficient customer interactions without any coding.
Scalable and elastic
There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.
Pay as you go
As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.
Reliable
Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.
Open platform
Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform. For example, you can use AWS Lambda to run code for a serverless application or backend service to build contact flow experiences that adapt to your customer needs in real time. And Amazon S3 can be used to store call recordings, where you can control access and lifecycle of the data.
3.00
Cisco Packaged Contact Center Enterprise
Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations. Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:
- Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
- Cisco Unified Customer Voice Portal (for speech-enabled self-service)
- Cisco Unified Intelligence Center (for comprehensive reporting)
- Cisco Finesse web-based agent/supervisor desktop
- Support for inbound and outbound voice
- Built-in email and chat
- Social media customer care
- Support for inbound video
- Audio and video recording
- Powerful application programming interfaces for integrating task and outbound routing
- Blade server support
- Web-based administration
- Simplified log collection and trace level management
- Built-in real-time system health check
- Live data real-time reporting
- Enhanced customer experiences through all contact channels
- Optimized engagement with mobile and video callers
- Cost reduction by using your existing communications infrastructure
- Increased employee productivity and lower support costs
- Flexible addition of new capabilities through standard web APIs
1.00
DiaManT®
Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT® позволяет выполнять истинные сквозные разговоры на естественном языке. По сравнению с другими поставщиками, которые обеспечивают только управление вызовами с помощью жестко структурированного ПРЯМОГО ДИАЛОГА, клиенты DiaManT® могут свободно разговаривать и нет заранее определенного потока или структуры, за которыми они должны следовать. С DiaManT® существует одно приложение, которое определяет как цель вызывающего, так и доставку самообслуживания, поэтому общение с клиентом полностью неструктурировано, а это означает, что ваши клиенты никогда не будут слышать такие вещи, как «сказать, что главное меню вернуться», - они просто говорят, и DiaManT® слушает, понимает и заботится.
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15
2
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eGain CallTrack
eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!
Streamline and automate service processes
Service process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.
Effectively categorize interactions
Categories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.
Make agents more productive
Agent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.
Agents have access to:
- Complete customer information, including interactions through other channels
- The common knowledge base
- Subject matter experts through collaboration tools
- Multimedia interaction tools such as chat and web cobrowsing to help customers
- Auto-summarization and note-taking facilities
- Agents, across channels, have one-click access to eGain Knowledge Base.
- Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).
- Agents can also contribute to the knowledge base.
- Use real-time monitors to oversee queues or agents.
- Check the audit trail of interactions to ensure correct handling.
- Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.
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ROI-
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17
14
1.40
eGain Mail
An integral part of the eGain suite for customer service, eGain’s email management software offers:
- Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
- Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
- Tracking of all customer queries.
- Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
- Access to the centralized knowledge base that enables contact center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base thereby capturing invaluable expertise on the fly.
- Varied collaboration options with experts within and outside the system.
- Comprehensive analytics and real-time alarms for operational performance management
- 100% web-based email management software enables remote and easy administration
- Fine grained control over user access, role, and permissions
- Immediate, scheduled, and out-of-the-box reports
- Multichannel and channel-specific analytics
- Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software
- Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions
- Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
- Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators
1.40
Eptica Customer Engagement Suite
Knowledge Base Putting knowledge at the heart of your customer service Eptica offers an engaging, accessible, dynamic, rich and well structured knowledge base to improve the efficiency, quality and consistency of information across sales and customer service channels. The Eptica Knowledge Base learns from the way it is used which content is best for answering a specific question. Every interaction with the knowledge base continues to refine and enhance the relevance of content. The system combines knowledge with the multichannel customer contact history, which together enable agents to optimize the effectiveness of their customer interactions. Using search and query histories from customers and agents, content is automatically and dynamically prioritized and made available where it is needed. Agents can also highlight content gaps as they work, simply by selecting a tick box which puts questions that need answers into the content management workflow. Information to answer questions need only be created once to be available to all customer service channels. Different departments can be responsible for information and incorporated into the content workflow. Every interaction with the knowledge base continuously enhances and refines the relevance of content, helping to keep the knowledge base up-to-date. Eptica enables organizations to build upon a centralized knowledge base that can be rolled out across multiple contact channels with ease. For example, it can be searchable by customers online and it can also be integrated with workflow to ensure contact center responses are consistent and efficient via email, calls and chat. A centralized knowledge base delivers relevant, accurate and consistent knowledge across channels for agents, back office staff and for customers, creating competitive advantage and delivering the best possible customer experience. Eptica Linguistic Services Winner of International Expo CRE Innovation Award for ‘CRE Innovative Digital Linguistics EngineUnderstand what customers really mean Delivering consistent, rapid and personalized responses to consumers, based on understanding the tone and style of the language they use is critical to Customer Service excellence. Linguistics helps by automatically analyzing incoming interactions, prioritizing them based on tone, forwarding to the most relevant agent or department and suggesting relevant answers. This not only increases efficiency but provides unparalleled insight into customer behavior that can link into Big Data and Voice of the Customer initiatives. At Eptica, linguistics is at the heart of our entire product set. Eptica Linguistic Services™ is the engine that powers all of our linguistic capabilities, driving service excellence by embedding it across every channel: Our advanced Natural Language Processing automatically analyses incoming interactions to detect key message elements, language and sentiment, enabling queries to be quickly routed to the right agent, along with recommended responses. Sentiment analysis of the language used in incoming communications gives immediate insight into how happy an individual customer is - and allows you to prioritize resources accordingly. By understanding the context of questions asked, our Linguistic Search feature delivers faster, more accurate answers to customers, whatever type of language they use, as well as providing powerful insight into customer behavior, which feeds into Voice of the Customer programs. Eptica Linguistic Service is supported by Eptica's in-house team of linguists, ensuring it continues to develop and evolve as language changes now and in the future. Benefits:
- Achieve Higher First Contact Resolution (FCR) rates
- Deliver high quality answers, faster to increase efficiency
- Listen to the Voice of your Customers to best meet their needs
2.80
Microsoft DYNAMICS CRM
Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any organization. Out of the box, the product focuses mainly on Sales, Marketing, and Customer Service sectors, though Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it. In recent years, it has also grown as an Analytics platform driven by CRM.
The CRM Solution can be used to drive the sales productivity and marketing effectiveness for an organization, handle the complete customer support chain, and provide social insights, business intelligence, and a lot of other out-of-the-box functionalities and features. As a product, Microsoft Dynamics CRM also offers full mobile support for using CRM apps on mobiles and tablets.
As of writing this tutorial, the latest version of CRM is CRM 2016. However, in this tutorial we will be using CRM 2015 Online version as it is the latest stable version as well as frequently used in many organizations. Nevertheless, even if you are using any other versions of CRM, all the concepts in the tutorial will still hold true.
Microsoft Dynamics CRM is offered in two categories −
CRM Online
CRM Online is a cloud-based offering of Microsoft Dynamics CRM where all the backend processes (such as application servers, setups, deployments, databases, licensing, etc.) are managed on Microsoft servers. CRM Online is a subscription-based offering which is preferred for organizations who may not want to manage all the technicalities involved in a CRM implementation. You can get started with setting up your system in a few days (not weeks, months or years) and access it on web via your browser.
CRM On-Premise
CRM on-premise is a more customized and robust offering of Microsoft Dynamics CRM, where the CRM application and databases will be deployed on your servers. This offering allows you to control all your databases, customizations, deployments, backups, licensing and other network and hardware setups. Generally, organizations who want to go for a customized CRM solution prefer on-premise deployment as it offers better integration and customization capabilities.
From the functional standpoint, both the offerings offer similar functionalities; however, they differ significantly in terms of implementation. The differences are summarized in the following table.
Source: https://www.tutorialspoint.com/microsoft_crm/microsoft_crm_overview.htm
1.80
Naumen Contact Center
Naumen Contact Center (previously Naumen Phone) - a full-featured software solution for the construction of large and medium-sized contact centers. Creating a call center on the basis of our decision, you do not have to spend money on integration and support of products from different suppliers, as Naumen Contact Center has everything you need to work effectively.
The solution includes a communication platform with the component Omni-Channel, Project Management Information System and forecasting workload (WFM), as well as workstations operator and supervisor.
Communication platform Naumen Contact Center provides job telephony, as well as the reception and processing of applications through other channels (e-mail, fax, SMS, web chat, instant messengers, social media, mobile applications). The solution uses SIP-protocol, which allows you to connect VoIP-gateways and user terminals from various manufacturers, providing complete freedom of choice of server and telecommunications equipment.
The server part of NSS is based on free software: Linux operating system, as well as the database can be used Posgtre SQL or Oracle. In the workplace it is permitted to use different operating systems Windows, Linux and MacOS.
0.00
omAnalytics®
Возможности omAnalytics
Глубокий анализ разговоров клиентов с DiaManT® и живыми агентами, чтобы обеспечить понимание «что» именно говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.
- Обнаружение частых терминов, фраз и концепций
- Поиск разговоров для конкретных продуктов и действий
- Быстрое выявление и принятие мер по коренным причинам
- Найти любую комбинацию метаданных, слов и фраз
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20
9
0.00
omIVR® Контакт Центр
Функции omIVR®
omIVR® выполняет поток вызовов диалога и вызывает службы deepASR® для речи в текст и omTTS® для синтеза речи, используя стандартный протокол MRCP. Он работает как на физическом, так и на виртуальном оборудовании, обеспечивая масштабируемую систему, отвечающую всем вашим бизнес-требованиям и техническим требованиям.
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11
8
1.00
omReports®
Просмотр ключевых показателей и статистических данных о производительности системы, что позволяет легко анализировать взаимодействие пользователей и определять области для повышения автоматизации.
Функции omReports®
- Просмотр итогов взаимодействия для каждого канала
- Отчеты, выпущенные на ежедневной, недельной и ежемесячной основе
- Определите области для повышения автоматизации
- Применить дополнительные критерии поиска, чтобы сузить результаты и анализ
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10
9
0.00
Unify OpenScape Voice
Speaking with a unified voice
As part of the OpenScape Enterprise portfolio, OpenScape Voice enables your enterprise to talk—with each other, with your customers, with all your stakeholders, with immediacy and richness.
As a stand-alone voice application or integrated with other unified communications applications, OpenScape Voice combines carrier-grade reliability, security, massive scalability (up to 100,000 users per node) and flexible on-premise or cloud deployment with the features your enterprise needs.
OpenScape Voice seamlessly synchronizes voice with mobility, video and web conferencing, chat, messaging, presence, one-number service and more. Embed voice into your business applications. You can even unify your in-place multi-vendor voice network without ripping and replacing. All with one elegant framework.
Make your conversations vibrant — down the hall or around the world
As a stand-alone voice application or integrated with other unified communications applications, OpenScape Voice combines carrier-grade reliability, security, massive scalability (up to 100,000 users per node) and flexible on-premise or cloud deployment with the features your enterprise needs.
OpenScape Voice seamlessly synchronizes voice with mobility, video and web conferencing, chat, messaging, presence, one-number service and more. Embed voice into your business applications. You can even unify your in-place multi-vendor voice network without ripping and replacing. All with one elegant framework.
Make your conversations vibrant — down the hall or around the world
- Next Gen (100% SIP-based) Enterprise VoIP solution
- Carrier Grade Reliability (5 9s) Active – Active Server architecture
- Carrier Grade Routing and Translation for cloud / overlay deployments (IP-Least Cost Routing)
- Fits into virtualized architecture (VMware), delivered as a vApp
- Industry leading scalability up to 100,000 users on a system
- 100% call failover support – no lost calls on a single node failure
- Multi-tenant support
- Licensing options – Permanent (CAPEX), Subscription (OPEX)
1.00
Workbooks.com
Workbooks CRM helps you run campaigns and generate more quality leads.
We give you the tools you need to execute your marketing strategy and measure ROI.
Features to support Marketing Success
Data Management, Profiling & Targeting
Gather business intelligence on your target accounts/market. Manage all your accounts/contacts within your CRM. Target your ‘ideal’ customer, based on their profile.
Email Campaigns
Segment your database. Use templates to send targeted email messages or integrate directly with leading email marketing providers such as MailChimp or dotmailer. Gain visibility of all prospect/customer interaction and track key metrics (such as open and click rates) against relevant marketing campaigns.
Event Management
Plan, organise and promote live events, webinars or training courses from within Workbooks CRM. Allow delegates to self-register and automatically manage scheduled communication to contacts.
Lead Scoring
Allocate criteria to help sales and marketing prioritise their time. Distribute leads to the right teams for follow-up. Use scoring to ensure sales spend their time following-up on the deals most likely to convert.
Website Analytics
Turn anonymous traffic into sales by discovering who was on your website and what pages they viewed. Knowing visitor interests prior to a call will help sales conversion rates and marketing can nurture more effectively by sending the most relevant information.
Supplier Management
Typically you will have a multitude of partners who provide you with marketing services such as lead purchase, email marketing, lead nurturing, event management, design & print contractors etc. Track and manage these suppliers in Workbooks so the relevant information is stored in one place.
Track Marketing Activities
Manage your/your team's day-to-day workload and keep on top of outstanding actions to ensure project milestones are hit and campaigns are delivered on time. Tasks and Meetings can be associated with specific marketing campaigns to provide full visibility.
Telemarketing Campaigns
Data can be segmented and added to Marketing Campaigns to enable Telemarketing teams to focus on delivering targeted messaging. Track progress and review performance easily and effectively.
Lead Management
Identify your most profitable lead channels by tracking the source of your leads. Automatically assign leads to Marketing Campaigns. Categorise your leads and harvest relevant contact information in one place to help you convert more prospects into sales.
Website Lead Capture
Automatically capture leads from your website, assign them to queues/campaigns and notify your sales team members.
Marketing Metrics
Capture key information such as campaign ROI, lead volumes by source, lead conversion. Use Dashboards and Reports to ensure you have real-time information at your fingertips rather than spending time manually updating outdated spreadsheets.
POs Management
Manage your marketing expenditure more effectively. Raise Purchase Orders and track marketing expenditure for goods or services you are purchasing. Easily identify the current status of Supplier Orders and whether they have been approved/paid/delivered.
Workbooks CRM enables you to work more effectively, to better identify opportunities, close more deals and grow revenue.
Features to support Sales Success
Contact Management & Prospect Profiling
Use every interaction with a prospect to further your business intelligence. Capture knowledge, map relationships and segment your data to improve sales prospecting. Sync everything with Outlook, Microsoft Exchange/Office 365 or Google Apps.
Opportunity Management
Manage sales opportunities, improve conversation rates, drive best practice across your sales team and grow revenue. With a CRM system undermining your sales execution, you can ensure that your Sales people share a common methodology, understand where their prospects are in the sales process and address their needs effectively - ultimately increasing closure rates.
Sales Performance Metrics
Generate Reports and Dashboards that give you insight into your sales pipeline and performance. By understanding your sales performance you can improve execution, increase conversion rates and grow your revenues.
Quotations
Build professional looking quotations in a matter of minutes. Standardise terms and conditions, control discounting and ensure quotations are followed-up effectively.
Tracking Sales Activities
Record Sales Activities to ensure that Opportunities are progressed effectively and no calls are overlooked. Analyse which activities are the most productive and replicate these as best-practice examples for the whole team.
Sales Forecasting
Enable your sales people to forecast effectively. Identify your ‘best case’ and ‘commit’. Determine how likely those deals are to close and if your team is likely to hit target. Generate Reports and Dashboards to provide real-time visibility to sales teams and managers.
Existing Account Management
Manage your customers more effectively by using the data held in your CRM. Understand your customer landscape, improve retention rates, up-sell within an account. Improve your customer service.
Order Creation & Processing
Create and manage orders within your CRM. Turn quotes into orders with a single click and track the status of orders as they are fulfilled and invoiced.
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Xpert® Packages
Суперзаряженные пакеты «Xpert®»
Благодаря использованию пакетов Xpert® диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут быть уменьшены на 80%, ускоряя доставку. Более конкретно, пакеты Xpert® поставляются с готовыми концептуальными словарями, правилами и намерениями для вашего бизнеса.
Доступные пакеты Xpert® по отраслям: банковский бизнес, телеком, страхование, путешествия
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3
19
1.40
ZENDESK Chat, ZENDESK Support, Zendesk Guide
Zendesk Chat Features:
Anticipate customer questions and offer help when—and where—they need it most. Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat. Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.
Zendesk Support Features:
- Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
- Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
- Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
- Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
- Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
- Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
- Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.
- Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
- Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
- Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
- Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
- A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
- You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
- Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
- Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.
1.40
ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk
Zendesk Chat Features:
- Anticipate customer questions and offer help when—and where—they need it most.
- Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
- Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.
- Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
- Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
- Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
- Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
- Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
- Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
- Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.
Zendesk Guide Features:
- Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
- Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
- Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
- Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
- A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
- You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
- Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
- Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.
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Zendesk Talk
Smooth operator
Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.
Text by Zendesk
- Skip the small talk. For quick questions and easy updates, start texting with your customers. Text lets agents receive texts, automate alerts, and send proactive messages. Each conversation becomes a ticket — with built-in workflows, reporting, and full customer history. Best of all, there’s no coding or additional software required.
- Keep in touch. Having the right tools is the key to keeping phone support running smoothly. Talk offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.
- Come as you are. Talk is a VoIP system, so setup only takes a few minutes. There’s no need to hire additional technicians, retrain agents, or engage new vendors. The only thing a support team needs to get started is an internet connection, a headset, and ears that are ready to listen.
- Local and toll-free numbers. Choose a toll free or local number from over 40 countries or port in an existing number.
- Inbound and outbound calling. Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.
- Unlimited concurrent calls. Make and receive unlimited concurrent calls to support multiple conversations with one phone number.
- Voicemail. Allow customers to leave voicemails that create tickets with optional transcriptions. Create custom triggers and workflows for quick follow-up and resolution.
- Customized greetings. Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.
- Browser-based. Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.
- Forward to phone. Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.
- Automatic ticket creation. Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.
- Warm transfer. Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.
- Call control. Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.
- Call recording. Record inbound and outbound calls for easy reference, troubleshooting and QA.
- Caller ID and history. Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.
- IVR systems. Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.
- Group routing. Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.
- Round-robin routing. Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.
- Call queues. Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.
- Business hours. Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.
- Callback from queue. Allow customers to request a callback instead of waiting in a queue for a live agent.
- Local and toll-free numbers. Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.
- Inbound SMS. Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.
- Inbound MMS. Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.
- Outbound SMS. Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.
- SMS notifications. Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.
- Support workflow. Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.
- Views and Reporting. Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.
- Real-time dashboards. Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.
- Advanced analytics. Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.
- Call monitoring and barging. Ensure call quality and train agents – managers may listen or "barge" into ongoing calls between customers and agents.
- Failover. Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.
- Global Low Latency. Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.
- Talk Usage 99.95% SLA. We back our 99.95% usage SLA with service credits and help teams troubleshoot and prevent outages with monthly diagnostics.
- Twilio infrastructure. Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com.
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