Zendesk Launches Basic Voice Phone Support System

Zendesk today launched Basic Voice, enabling phone support for companies of any size. With the addition of Basic Voice, Zendesk now offers three options for its cloud-based, VoIP phone support solution.

Zendesk Voice empowers agents to provide voice support from the same platform they use to manage all other support channels and take calls from anywhere in the world, including their Zendesk browser or mobile phones.

"In this era of always-on, multichannel customer support, a phone call still remains one of the most powerful ways to resolve customer issues," said Ryan Nichols, general manager of Zendesk Voice, in a statement. "With the launch of Basic Voice, we are continuing to democratize phone support, making it possible for more companies to connect personally and efficiently with their customers."

Zendesk's Basic Voice allows growing companies to deliver phone support as a team and falls between its Lite Voice offering for companies getting started with phone support and Advanced Voice, which provides the tools required to improve global phone support performance. Like Zendesk's other voice plans, Basic Voice offers automatic ticket creation, full cross-channel history, and call recording and transcription, as well as these features:

  • Group routing and warm transfer;
  • Multiple international phone numbers; and
  • Simple dashboards and controls, giving managers real-time insight into queue and agent activity.