Currently, Zendesk Talk Dialer provides keyboard support for entering the initial phone number, which is a great feature that enhances our efficiency. However, when it comes to interacting with an IVR system during a call that requires input, we find that the keyboard functionality is not available. Main use case, calling into a Zoom room. The only way to navigate through the IVR system is to use the mouse to click the buttons on the dialer.
While this method gets the job done, it is significantly slower compared to using a keyboard. As you know, in a customer support environment, every second matters. The time difference between using a mouse click and a keyboard can impact our customer service delivery and overall productivity.
I am sure that other members of the Zendesk community also share this concern. I believe that extending keyboard support to the whole process in the Zendesk Talk Dialer, especially during IVR interactions, would greatly enhance the user experience and service efficiency.
We would greatly appreciate it if the Zendesk team could take this feedback into serious consideration and provide a response regarding potential solutions or planned updates to address this issue.
Thank you in advance for your attention to this matter.
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