We recently made the switch to Zendesk Talk as it was part of the overall Enterprise package that we are part of. However, as a primarily outbound service, we are finding that Zendesk Talk lacks several important features that are standard/basic in most other telephony tools:
Limiting agent access to specific numbers (i.e. assign agents to certain phone numbers)
We have several different support numbers. Right now, we cannot limit agents to specific numbers. This is only possible for inbound calls through routing. We should be able to assign agents and/or groups to specific numbers so that they cannot call outbound from a number they are not supposed to.
At the very least, make the Talk app in the browser be "sticky" where the last number used is the one that it defaults to for that agent.
Ability to Create Tickets for Non-Answered Outbound Calls
While there is reporting on non-answered outbound calls, we would like the ability to create a ticket for these types of calls to take notes on the call.
Ability to Turn Off Inbound - Direct to Voicemail
Since we are primarily outbound, we want the ability to have people who call inbound on these numbers to be directed to voicemail by default. Right now, there is no way to do this.
Outbound IVR (Consent to Call Recording)
Right now there is no way to get a customer to consent to a call recording before talking with an agent. (See https://support.zendesk.com/hc/en-us/community/posts/4409216995738-Zendesk-Talk-Outbound-Call-Greeting?input_string=Zendesk%20Talk%20Outbound%20Features%20Needed for more).
These are just some of the basic outbound features completely lacking in Zendesk Talk and need to be addressed ASAP, especially if Zendesk wishes to compete with other telephony systems.
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