Zendesk for Contact Center Features

Based on 126 Zendesk for Contact Center reviews. Provides tools for evaluating customer interactions

As reported in 119 Zendesk for Contact Center reviews. Offers features for maintaining fair and consistent scoring

Generates quality and performance reports This feature was mentioned in 122 Zendesk for Contact Center reviews.

Tools for providing personalized feedback and coaching sessions This feature was mentioned in 124 Zendesk for Contact Center reviews.

Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 123 Zendesk for Contact Center reviews.

Tools for educating and training agents 108 reviewers of Zendesk for Contact Center have provided feedback on this feature.

Integrates with other customer service or CRM software This feature was mentioned in 113 Zendesk for Contact Center reviews.

As reported in 85 Zendesk for Contact Center reviews. Helps ensure customer privacy and data protection

Provides voice call functionality.

Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site.

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices.

Automates some or all operation related tasks

Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with.

Forecasts scheduling needs based on historical data.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt. 24 reviewers of Zendesk for Contact Center have provided feedback on this feature.

Condenses long documents or text into a brief summary. This feature was mentioned in 24 Zendesk for Contact Center reviews.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting