Zendesk for Contact Center is an advanced, AI-powered, and enterprise-ready voice solution that makes it easy for your agents to deliver voice service without switching between tools.
Built on Amazon Connect, it offers enterprise-grade reliability, scalability, and security with crystal-clear conversations every time. It's enhanced with AI tools like real-time sentiment analysis and automated transcription.
Zendesk for Contact Center is formerly known as Engage Voice for Zendesk by Local Measure.
Key features of Zendesk for Contact Center
Zendesk for Contact Center has the following key features:
- Real-time sentiment analysis: Detect customer emotions to resolve issues faster.
- Automated transcription: Instant call summaries for accurate documentation.
- Voice AI and automation: Smart IVR, call deflection, and multi-modal support that empower customers to self-serve while freeing agents for high-value interactions.
- Pause/resume recording: Maintain compliance without disrupting workflows.
- Proactive outreach: Keep customers informed before they need to reach out, with a predictive dialer that maximizes efficiency and ensures every call counts.
- AI-powered after-call work: Automates repetitive post-call tasks to reduce agent workload and speed up resolutions.
Benefits of using Zendesk for Contact Center
Using Zendesk for Contact Center provides support organizations with the following benefits:
- Faster call resolutions: Reduce average handling time by automating repetitive tasks and empowering agents with real-time insights.
- Higher customer satisfaction: Proactive engagement and crystal-clear conversations lead to improved CSAT and stronger customer loyalty.
- Increased agent productivity: AI-powered tools like automated after-call work and sentiment analysis help agents focus on solving customer issues.
- Scalable for growth: : Seamlessly grow from small deployments to enterprise-wide solutions without losing performance or reliability.
- ROI: Outbound efficiencies, reduced churn, and faster resolutions deliver tangible cost savings and revenue growth.
Zendesk for Contact Center also helps alleviate common pain points of delivering voice service, including:
- Disconnected CX platforms, where customers repeat themselves and agents have to constantly switch between tools. Zendesk for Contact Center provides unified voice and digital channels within the Zendesk user interface.
- Long call handling times, where inefficient processes lead to frustrated customers. Zendesk for Contact Center provides AI-driven after-call work that reduces manual tasks.
- No real-time call insights, which lead to missed opportunities to resolve issues faster. Zendesk for Contact Center provides real-time sentiment analysis that empowers agents to adjust to live calls.
- Outdated voice platforms, which have scalability and reliability issues during call surges. Zendesk for Contact Center is built on Amazon Connect, ensuring elastic scalability.