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Group-specific outbound phone numbers

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Posted Jun 13, 2024

 

With three different brands and multiple departments each having their own phone number, along with direct dials for agents, we currently have 73 phone numbers associated with our account.

 

When agents make outbound calls to customers, they often need to switch phone numbers depending on the brand they are calling from. While the new feature of searching for an outbound phone number is helpful, it still causes delays as agents have to navigate through or search among the 73 numbers.

 

If we could implement group-specific outbound phone numbers, agents would only need to select from a small dropdown menu, simplifying the process and speeding up calling a large customer list.


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3 comments

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Widson Reis

Zendesk Product Manager

Hi Amelia,

 

We completely understand how important this feature is for our customers with a large number of lines. We have included this feature in our roadmap for next year as part of a bunch of improvements we plan to make in the call console, particularly related to outbound calling.

Thanks for the feedback!

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Thank you for your reply, Widson. It was my understanding that a number of upgrades would be made to the talk console this year. Has this now been delayed? Many thanks.

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image avatar

Widson Reis

Zendesk Product Manager

Hi Amelia 

We did deliver some improvements to the call console already and we have some more coming later this year. This particular feature, though, has been planned for next year.  

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