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Real time audio streaming support - ZenDesk Talk

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Guru

已于 2023年7月12日 发布

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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    Sean Chuang

    Zendesk Product Manager

    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

    ---------------------

    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

    Zendesk Product Manager

    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

    Zendesk Product Manager

    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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