Zendesk Talk - Outbound Call Greeting

Answered

15 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Update 1/17/24

    Hello,

    Thank you for your question. Unfortunately, this is not on the roadmap for 2024. 

    Sean

    ----

    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. 

    6
  • jax g

    +1

    5
  • Axel Mora

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

    5
  • Tyler Sulzberger

    +1 for Outbound IVR

    4
  • 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.

    4
  • WhatsApp Connector

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

    4
  • Andris Vilcāns

    Hello Zendesk,

    According to GDPR regulation in EU Art. 13 GDPR Art. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu) we have to inform our customers that call will be recorded.

    Our agents are doing it again and again. 

    When do you plan to implement the automatic pre-recorded greeting for Outbound Calls which is more than very welcome in 21st century to exclude human factor for that kind of repeatable tasks?

    Best regards,

    Andris

    4
  • 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.

    3
  • Nick Wurm

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

    2
  • 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.

    2
  • Denis Oskolkov
    Zendesk Luminary

    Hello Zendesk and Everyone,

    I wholeheartedly agree with the above message. In this digital age, automation should be leveraged to handle repetitive tasks and ensure compliance with regulations such as GDPR. The necessity for agents to verbally state that calls are being recorded every single time feels both redundant and prone to human error.

    An automatic pre-recorded greeting for outbound calls is not just a "nice-to-have" but an essential feature that would greatly assist in maintaining compliance and efficiency.

    Looking forward to seeing progress on this issue. Thank you.

    Best regards,

    2
  • Michael P.

    Hi Zendesk, 

    I would like to upvote this particular feedback, and echo the sentiments expressed by Denis.

    Thank you,

    Michael

    0
  • Kelsey Hales

    Hey, +1 to this. This basically kills any outbound call systems for the EU and the US due to GDPR and California consent recording laws. I literally can do no quality for these teams which opens up additional concerns. Please prioritize this beyond the backlog.

    0

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