Zendesk Talk - Outbound Call Greeting

Answered

11 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hello,

    Thanks for the feedback!

    We hear you but it is important to note that to automate this function requires us to vet for quality issues, including voice transmission delays and other end user concerns, specifically over hearing a call at the onset with an automated message. While we don't know each specific scenario, from our research, we have found that generally for end users, this could be a less than ideal phone call experience.

    That being said, we will put it in the backlog for consideration.

    Thanks

    Sean

  • Hillary Raigner

    +1 to this - In CA you have to have consent to record a call before you start recording so we can only do call recordings on inbound calls where someone has the option to opt-out prior to any call recording happening. 

    5
  • jax g

    +1

    4
  • Axel Mora

    We are in CA, we will soon start using Talk to make outbound calls so +1 to this request. 

    4
  • Tyler Sulzberger

    +1 for Outbound IVR

    3
  • Jorma Vaughn

    +1

    My team has now disabled all call recordings because of the risk of human error. This feature is available through Ring Central and Amazon Connect. Without this feature, the option for call recording is useless.

    3
  • Guillermo Prieto

    +1 This is a useful feature to make agents more productive. 

    3
  • Nick Wurm

    Coming up on 3 years since posted and no acknowledgment by Zendesk?!

    1
  • John Schwaggert

    Greetings, or perhaps no greetings?

    Montana law requires that all parties have knowledge of call recording. Call recording is really helpful for us but training humans who are making outbound calls to say that calls are recorded every time is not. A simple option for outbound call greetings that play before the agent and destination would be a perfect setting for each line, it would also give us a chance to customize any other greeting information so it's likely helpful even if we don't need it for call recording. I can't believe there isn't an option for this, nor that others haven't complained as there are quite a few states that aren't just one party states. I would like to tip our cap into the ring here and request this feature.

    1
  • Sara Ledger

    We are a national company and this is a major issue for us due to multiple states requiring two party consent for recording. This is a legal issue that we need to provide an automated message for to cover our teams and avoid potential repercussions if our agents do not state the call may be recorded.

    2

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