Zendesk on Zendesk: Adding Advanced Voice Features

By Anna Rozentale

Published December 14, 2015
Last modified December 14, 2015

[Editor's note: Zendesk Voice is now Zendesk Talk]

Last March we kicked off our first installment of this “Zendesk on Zendesk” series in the forums with a day-long discussion on how we rolled out Zendesk Voice for our own Customer Advocacy team. We've come a long way since then.

There have been many more discussions in the forums and just last week we introduced our new voice product: Advanced Voice.

Today I'm happy to return to our first "Zendesk on Zendesk" discussion and to update it with more details about adding Advanced Voice features.

In addition to our story of rolling out Zendesk Voice, learn how our internal support team implemented and used the following Advanced Voice features during the beta period:

  • Warm transfers
  • Interactive Voice Response (IVR system)
  • Failover

The discussion is already underway. Join us in the forums to talk it out.

The "Zendesk on Zendesk" series is a monthly discussion in our forums hosted by a member of the Zendesk Customer Support team. The discussion continues throughout the day and includes tips and ideas utilized by Zendesk.