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Real time audio streaming support - ZenDesk Talk
Answered
Posted Jul 12, 2023
Hi,
I see that Zendesk provides the Live Dashboard which allows the supervisor to listen to agent calls and even barge-in when required. Do you provide similar audio listen-in / live streaming facility to 3rd party vendors as well? We would use these live streams to provide live agent assist support to the customer's agents.
We have a few mutual customers who would like to go forward with such an integration. Your inputs will help us in that motion.
Thanks
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6 comments
Official
Sean Chuang
Update November 15, 2023
Real time streaming of agent calls is not currently on the roadmap. We will add it to our backlog for future consideration.
Thanks,
Sean
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Hello,
Thank you for your question. We are looking to develop SIP capability in early 2024. Once that's available, i think it would be possible to solve your use case.
Thanks,
Sean
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Matt Hill
Hi Sean,
We're also interested in real-time streaming of agent calls - are there still plans to start development for this feature in early 2024? Do you have any insight into a potential release date Zendesk would be aiming for?
Thanks
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Widson Reis
HI Matt Hill
As Sean said, we will be implementing SIP in early 2024, but we don't have a date to share yet. As soon as we do, we are going to update this post.
Regards
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Mariena Quintanilla
Hello,
I am interested in this capability for a similar use case, building out AI-powered agent assistance live during the call, which requires streaming support. Any updates on when this will start to rollout or if there is a beta program?
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Chidi Williams
Sean, Widson Reis, just registering some interest here for this feature. Do you have an ETA yet?
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Widson Reis
Hi Chidi Williams , Mariena Quintanilla
With the addition of the SIP protocol to Talk in December, customers will have the option to forward their calls to Zendesk with an additional cost that is much lower than with a regular forwarding. These calls will be treated as native calls, offering an alternative to either porting numbers to Talk or using a third-party telephony provider.
However, it appears that your request is a bit different. You would like the capability to connect to the Talk audio stream to listen, barge in, and whisper during Talk calls, but by using a third-party solution. Unfortunately, we currently have no plans to implement such a feature.
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