# Zendesk Contact Center Reviews **Vendor:** Zendesk **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.6/5.0 **Total Reviews:** 284 ## About Zendesk Contact Center Zendesk for Contact Center is built with AI at its core to remove the gaps between channels, agents, and systems so every contact gets resolved faster across voice, self-service, and digital. Powered by the Zendesk Resolution Platform, it simplifies operations, accelerates service, and eliminates the fragility of legacy stacks and bolted-on tools. AI is embedded across every channel to accelerate agents and deflect the rest. Voice is native with AI Agents and Voice Copilot. And AI powered WFM, QA and reporting are included, no vendors to chase, no code to manage. Whether you're scaling quickly, expanding globally, or ditching a cobbled-together stack, Zendesk equips you to deliver faster service, better experiences, and leaner operations from day one. ## Zendesk Contact Center Pros & Cons **What users like:** - Users find Zendesk Contact Center to be **easy to use and set up** , streamlining communication across multiple channels effortlessly. (8 reviews) - Users commend Zendesk Contact Center for its **efficiency** in unifying customer interactions and enhancing support responsiveness. (8 reviews) - Users find Zendesk Contact Center's **intuitive interface and seamless omnichannel capabilities** remarkably easy for agents and managers. (8 reviews) - Users value the **omnichannel experience** of Zendesk Contact Center, enhancing real-time support and workflow visibility effectively. (6 reviews) - Users value the **effective customer support** provided by Zendesk, enhancing their ability to manage and resolve inquiries seamlessly. (5 reviews) - AI Technology (4 reviews) - Artificial Intelligence (4 reviews) - Users love the **intuitive interface** of Zendesk, which simplifies onboarding and enhances overall user experience. (4 reviews) - Response Time (4 reviews) - Analytics (3 reviews) **What users dislike:** - Users struggle with **inefficient workflows** due to inconsistent SLAs and unpredictable ticket behavior, hindering performance tracking. (4 reviews) - Users face **workflow disruption** due to inconsistent SLA metrics and unexpected performance tracking complications in Zendesk Contact Center. (4 reviews) - Users face **inefficiencies** with Zendesk Contact Center due to inconsistent workflows and excessive setup requirements for metrics. (3 reviews) - Users desire **better notifications** for new tickets across all channels and improved tracking of interacted tickets. (3 reviews) - Users find the **process complexity** in Zendesk Contact Center can lead to inconsistencies and slow performance, complicating workflows. (3 reviews) - Users experience **slow performance** during peak usage, which can hinder the efficiency of the Zendesk Contact Center. (3 reviews) - Workflow Issues (3 reviews) - Users experience **chat functionality issues** , including inadequate notifications for new tickets across different channels, affecting workflow efficiency. (2 reviews) - Implementation Issues (2 reviews) - Users feel that **notification improvements** are necessary for better ticket management and workflow consistency in Zendesk Contact Center. (2 reviews) ## Zendesk Contact Center Reviews ### 1. Decent contact center add-on, but hard to justify the cost for small operations **Rating:** 3.5/5.0 stars **Reviewed by:** Saúl B. **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk Contact Center?** The seamless integration with the rest of the Zendesk Suite is genuinely useful — calls are automatically linked to existing tickets, giving agents full context of the customer's history before and after each interaction. The call recording feature is practical for quality control and training, and the real-time dashboard provides a decent overview of team activity. **What do you dislike about Zendesk Contact Center?** The pricing model is a significant barrier for small businesses — phone features are treated as a premium add-on on top of an already expensive base plan, making the total cost hard to justify unless call volume is high. The local number availability for certain countries (including Portugal) is limited, which creates friction when trying to offer customers a local-feeling experience. Reporting and analytics feel basic compared to dedicated contact center solutions, and customization of call flows beyond basic IVR requires workarounds. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We used it to handle inbound phone support for a wellness and massage business with locations in Lisbon and Porto. The goal was to route customer calls to the right location, log call interactions alongside existing support tickets, and maintain a unified view of each customer's communication history across phone and digital channels. ### 2. Unmatched Workflow Visibility and Insightful Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Raida L. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2025 **What do you like best about Zendesk Contact Center?** The best part of Zendesk Contact Center is the level of visibility it brings into our workflows. I can see what’s coming in, how the work is distributed, and how quickly we’re responding. The reporting and dashboards make it easy to understand trends, spot issues early, and coach the team effectively. **What do you dislike about Zendesk Contact Center?** The main challenge I run into with Zendesk Contact Center is that some workflows don’t behave consistently. For example, tickets that shouldn’t require a reply sometimes get reassigned, and certain metrics—like excluding out-of-hours messages from First Reply Time—require extra setup. These things are fixable, but they can slow us down day to day. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center is solving the challenge of managing a high-volume support operation with clarity. It gives me real-time visibility into workloads, performance, and ticket distribution, which helps me keep our team fast and consistent. With the upcoming admin-facing co-pilot, it’s also moving toward giving managers smarter tools to streamline setup and troubleshooting, which will complement the agent co-pilot and make our processes even stronger. ### 3. Amazing klaus **Rating:** 4.5/5.0 stars **Reviewed by:** Larry Atienza P. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2026 **What do you like best about Zendesk Contact Center?** Klaus helps us determine what areas we need to focus on. Help us to remember where you are currently at. Effective tools that used to be more effective at work. Identified the things that need to be improved on. **What do you dislike about Zendesk Contact Center?** Zendesk Contact Center can be powerful but most of my colleague find the workspace and workflows complex, sometimes inconsistent, and occasionally slow to respond, leading to a steeper learning curve and more effort spent managing the system itself. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus helped us determine which things still need improvement and with the help of this tool, we already have an idea of which aspects we need to work on. ### 4. Centralized Support, Simple Setup, Needs Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Allon M. | CSM Team Lead, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Zendesk Contact Center?** I use Zendesk Contact Center to handle customer support across different channels, like chat and emails. I appreciate that everything is centralized, making it easier to work. As a manager, I benefit from analytics and reports on response time, which help improve customer satisfaction. The initial setup was simple. **What do you dislike about Zendesk Contact Center?** Some of the configurations need to be a bit more agile. Changes can be made for all users and not for specific departments. **What problems is Zendesk Contact Center solving and how is that benefiting you?** With Zendesk Contact Center, everything is centralized, making it easier to work. As a manager, I get analytics and reports like response time, which helps improve customer satisfaction. ### 5. Intuitive, Feature-Rich Contact Center—But SLA Tracking Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Gwyneth M. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Zendesk Contact Center?** Zendesk for Contact Center shines with its intuitive interface and seamless omnichannel capabilities, making it remarkably easy to use for both agents and managers. The platform simplifies implementation with robust onboarding tools and flexible configurations, allowing teams to get up and running quickly. Its AI-powered voice support, built on Amazon Connect, enhances call quality and provides real-time transcription and sentiment analysis, which improves both agent responsiveness and customer satisfaction. Zendesk’s widespread adoption across industries is a testament to its reliability and adaptability, particularly for businesses that prioritize consistent, high-quality customer interactions. In terms of features, Zendesk offers a rich suite—from automated workflows and analytics dashboards to generative AI tools that help agents craft faster, more personalized responses. Customer support is a strong suit, with 24/7 assistance and a vast knowledge base to help troubleshoot or optimize usage. Integration is another key highlight: Zendesk seamlessly integrates with CRMs, productivity tools, and third-party apps, making it a scalable solution for growing teams. Whether you're evaluating ease of use, implementation, support, or feature depth, Zendesk consistently delivers a well-rounded contact center experience. **What do you dislike about Zendesk Contact Center?** Zendesk’s SLA policies can be unreliable. We’ve seen issues like SLA badges not showing, breach timers ignoring business hours, and reply time metrics failing to trigger. These errors make it hard to track performance accurately and can disrupt workflows. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk for Contact Center helps solve the challenge of managing customer interactions across multiple channels by bringing voice, chat, email, and social media into one unified platform. This makes it easier for agents to respond quickly and consistently, improving both efficiency and customer satisfaction. It also reduces the need to switch between tools, which saves time and minimizes errors. Another key benefit is its automation and reporting features. With tools like SLA tracking, ticket routing, and performance dashboards, Zendesk helps teams stay on top of service goals and identify areas for improvement. These features make it easier to manage high volumes of requests, ensure accountability, and deliver better support outcomes. ### 6. Unified Omnichannel Support with Intuitive Design, Strong Analytics, and AI Tools **Rating:** 4.5/5.0 stars **Reviewed by:** Fabricio V. | Operations & Customer Support Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Zendesk Contact Center?** The top liked points are that it provides a unified omnichannel support experience (bringing voice, chat, email, etc. together in one interface), has an intuitive, user-friendly design that’s easy for agents and managers to use, and offers robust reporting/analytics and AI-assisted tools that help teams respond faster and gain insights into performance. The platform also integrates smoothly with other tools and systems, making it scalable for growing support operations. **What do you dislike about Zendesk Contact Center?** Inconsistent SLA/metrics and workflow quirks some performance tracking behaves unexpectedly or needs extra setup. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Unifying all customer channels Voice, chat, email, social) into one platform reducing context switching and missed inquiries. Streamlining agent workflows and automations speeding up response times and consistency. Providing real-time reporting and insights helping managers monitor performance and optimize staffing. ### 7. Great for ticketing **Rating:** 5.0/5.0 stars **Reviewed by:** accord A. | Vice President of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Zendesk Contact Center?** What I like most about the Zendesk contact center is how easy it is to use and how helpful it has been for me. **What do you dislike about Zendesk Contact Center?** It lacks public experience, crawl capabilities, and knowledge bases. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It’s helping me reduce onboarding effort and get better vendor-managed solutions. ### 8. Zendesk Reporting has changed our lives! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Zendesk Contact Center?** I appreciate the omnichannel experience. Our customers contact us via in-app chat, email, or phone, and Zendesk brings all these interactions together in one place. This unified approach is crucial for providing responsive, real-time support. The dashboards and reporting tools also offer valuable insights into ticket volume, response times, and customer satisfaction, enabling us to confidently refine our processes. They also provide clear visibility into feature-related questions, user pain points, and support trends, which helps our product and engineering teams enhance the platform more efficiently. **What do you dislike about Zendesk Contact Center?** I would really like to see better notifications for when a new ticket is received, no matter which channel it comes from. Currently, I only get alerts for new chats, but if an email ticket is assigned to my inbox, I don't receive any notification. I also believe the platform could improve how it notifies users when they are mentioned in a ticket. Although being added to the followers list and getting an email notification is useful, there isn't an in-platform alert to inform you when you've been mentioned in a conversation. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Before switching to Zendesk, we relied on another platform but struggled to obtain the specific reports we needed about our agents. With Zendesk, the reporting tools and dashboards have proven to be extremely valuable. They provide me with clear insights into ticket trends, team performance, and customer satisfaction, which in turn helps me coach representatives, identify training needs, and refine our processes as our SaaS product expands. Additionally, Zendesk’s scalability and collaboration features make it easy to coordinate with cross-functional teams whenever technical issues come up. ### 9. ZD is pretty good! **Rating:** 4.5/5.0 stars **Reviewed by:** Dale S. | Community manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** The way permissions are and we able to edit articles with ease. **What do you dislike about Zendesk Contact Center?** They updated the way HTML displays on articles and I don't really like it. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We’re able to direct our players to an external player support portal, while our agents use a private one. This setup benefits both our players and the end users of our products. ### 10. The solution is easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Zendesk Contact Center?** The reporting is incredibly deep. Being able to see real-time sentiment and call volume trends allows us to be much more proactive with our staffing and service quality. **What do you dislike about Zendesk Contact Center?** The pay-per-minute voice pricing makes our monthly billing unpredictable and significantly more expensive than flat-rate alternatives during peak seasons **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk Contact Center solves the problem of fragmented support silos by unifying voice and digital data into an AI-powered hub, which benefits you by automating routine tasks and enabling your team to deliver faster, more personalized service ### 11. Zendesk a seamless app **Rating:** 5.0/5.0 stars **Reviewed by:** Jan T. | Fleet Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Zendesk Contact Center?** Was able to see My Quality score and Surveys from our supervisors and clients feedback . It helps me improve if there will be some misses on my part. **What do you dislike about Zendesk Contact Center?** There's nothing I hate about the app since it was easy and friendly for a non techsavy guys **What problems is Zendesk Contact Center solving and how is that benefiting you?** Self improvements: I was able to see my chats history that being reviewed and my supervisor has minor corrections for it. I got an opportunity to learn. That goes to my surveys from our clients. It's fun to read positive feedbacks and I take the negative ones as a challenge for improving myself. ### 12. Zendesk Makes CX Work Effortless and Efficient **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Zendesk Contact Center?** Zendesk is extremely user-friendly and simple to navigate. I really appreciate how easily I can move between tickets and profiles, merge interactions, leave both public and internal notes, escalate issues, and more. It truly makes my work as a CX service representative much easier in every way! **What do you dislike about Zendesk Contact Center?** The one aspect of Zendesk that I find frustrating is that I can't locate a view showing all the tickets I've interacted with during a day, even if those tickets are no longer assigned to me. Adding this feature would be a significant improvement! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Customers can easily reach out and receive assistance right away from CX agents like me! It's simple to go through tickets and responses, making customer service faster and more efficient. ### 13. Robust CRM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shirley B. | Guest Experience Director, Entertainment, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** Zendesk is a great tool to centralize communication across multiple channels. **What do you dislike about Zendesk Contact Center?** Zendesk can be expensive for smaller organizatrions. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk is a great tool to centralize communication across multiple channels. ### 14. several automation and triggers you can play around **Rating:** 4.0/5.0 stars **Reviewed by:** Gina P. | manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Zendesk Contact Center?** Receives support needed and provides good recommendations **What do you dislike about Zendesk Contact Center?** Response times is sometimes slow and would take the next day to reply **What problems is Zendesk Contact Center solving and how is that benefiting you?** I dont have recent in mind yet ### 15. Saviour for Telephony Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Saketh R. | Product Manager - B2C & B2B Customer Success, Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Zendesk Contact Center?** It was so useful and intuitive to use, AI features are great and also agents have ability to know for whom they are transferring the calls. It also summarizes in all the languages now **What do you dislike about Zendesk Contact Center?** The Plugin seems too big Inside Zendesk, team should work on making it smaller and efficient for agent **What problems is Zendesk Contact Center solving and how is that benefiting you?** Ticket popping up with our old plugin seems hectic and AI features are nice. We can now understand what Agent and customer spoke although we don't understand their native language. ### 16. Does the job **Rating:** 4.0/5.0 stars **Reviewed by:** Caillin G. | Manager- Customer Support, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** omni-channel experience, it's all in one place **What do you dislike about Zendesk Contact Center?** Reaching technical support from zendesk can be tricky and lengthy **What problems is Zendesk Contact Center solving and how is that benefiting you?** speeding up triaging, effective routing, quicker resolution ### 17. Powerful tool with various features **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Zendesk Contact Center?** Even though it is a very comprehensive tool, it still maintains the simplicity that makes the user's life easier on a daily basis. **What do you dislike about Zendesk Contact Center?** Sometimes, connection issues may occur depending on your region or your ISP. **What problems is Zendesk Contact Center solving and how is that benefiting you?** A more personal contact with the client. ### 18. Efficient Tool for Managing Customer Emails and Escalations **Rating:** 5.0/5.0 stars **Reviewed by:** UMI MAMDUDAH T. | Freelance QA Tester, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Zendesk Contact Center?** I used Zendesk for more than 5 years as an email customer support agent at Lazada Indonesia. In my experience, Zendesk is very user-friendly and effective for handling customer emails. Every email automatically becomes a ticket that we can track and prioritize. For example, when a customer complained that a product hadn't arrived, I would check the shipping status in another system (such as BOB), then go back to Zendesk to reply to the customer and apologize for the late delivery. I also escalated the issue to the shipping team through Zendesk. We used the “Pending” status to indicate that we were waiting for a response from the relevant team. This workflow made it easy to coordinate between departments. **What do you dislike about Zendesk Contact Center?** Sometimes the interface was a bit slow during peak hours. Also, some of the advanced automation features required extra training to use efficiently. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk QA helps manage and prioritize customer emails more efficiently. As a customer support agent, every incoming email automatically becomes a ticket in Zendesk, allowing us to track its progress, respond quickly, and escalate if needed. For example, when customers report delayed deliveries, I can check the shipping system (like BOB), update the customer via Zendesk, and set the ticket to "Pending" while coordinating with the logistics team. This structured workflow improves team collaboration and ensures no customer issues are left unresolved. ### 19. Using Zendesk Contact Center **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Zendesk Contact Center?** I've only used this feature a few times....our account changed and so not really using this too much. **What do you dislike about Zendesk Contact Center?** there's nothing really that I don't like. **What problems is Zendesk Contact Center solving and how is that benefiting you?** when I have contacted someone they are very helpful and quick to reply. ### 20. Great tool to evaluate and share insights **Rating:** 4.5/5.0 stars **Reviewed by:** Huascar S. | Q, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2025 **What do you like best about Zendesk Contact Center?** It's easy to set up various assignments, calibrations, and scorecards. It's very reliable and provides visibility about individual and team scores. Updates are easy to roll out and implement without losing data. **What do you dislike about Zendesk Contact Center?** Some AI features are immature, and I can't coach them directly. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Team performance visibility and reports granularity. I can create scorecards that truly reflect the team's performance and that provide actionable insights for the team ### 21. Zendesk support suite **Rating:** 4.0/5.0 stars **Reviewed by:** Ashlee B. | Technical Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2025 **What do you like best about Zendesk Contact Center?** Easy to use, set up, customize, and get help if needed. Implementing AI is also easy. **What do you dislike about Zendesk Contact Center?** I wish there were tighter user permissions especially if you have more that one instance or brand in your account. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We host our external and internal KB for several brands. It is easy to set that up and use. We can grab metrics easily to let leadership know how well our knowledge is performing. ### 22. Does the job but too limited **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2025 **What do you like best about Zendesk Contact Center?** Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this platform since the score card and reporting were changed to a new interface that did not meet our expectations. **What do you dislike about Zendesk Contact Center?** Klaus use to be fun but after Zendesk acquired it, they changes were not so good. The scorecard was very limiting as well. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It used to give us many benefits, specially when it comes to reporting. ### 23. Tool that cater to businesses making things easy. **Rating:** 5.0/5.0 stars **Reviewed by:** Archi A. | Customer support executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about Zendesk Contact Center?** Zendesk is a leading customer service platform designed to enhance customer support and engagement and is easy to use. It offers a comprehensive suite of tools that cater to businesses of all sizes, providing solutions for ticketing, live chat, knowledge base management, and customer support and more . Zendesk is known for its intuitive and user-friendly interface, which makes it relatively easy for teams to get up and running. **What do you dislike about Zendesk Contact Center?** Nothing, that I dislike about zendesk as this helped me resolve the customers concern more easily with quick comminication and ease of implementation. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk QA helps ensure that the Zendesk platform performs effectively and meets high standards of reliability, usability, and functionality. ### 24. Zendesk is for real. **Rating:** 4.5/5.0 stars **Reviewed by:** John Kenneth M. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2024 **What do you like best about Zendesk Contact Center?** It has a lot of features that allows us to be more effcient with the service we off to our clients. In addition, it gives us a the flexibility to make changes in allignment to our whatever our focus is. **What do you dislike about Zendesk Contact Center?** All is good with Zendesk, never had anu issue with it for more than 4 years **What problems is Zendesk Contact Center solving and how is that benefiting you?** Zendesk is our main channel where in our client's request and inquiries are all routed to. Zendesk gives us an eyeview of the volume of the task in hand and at the same time sort request into categories ensuring it will be catered to on a timely manner **Official Response from Zendesk Sam:** > Wow! Thanks for always choosing Zendesk, John. We all hope to bring only the best service to your clients. If you'd like to share any experience, to learn or to connect, feel free to join our Community forums here: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 25. klaus is outstanding **Rating:** 5.0/5.0 stars **Reviewed by:** Diego S. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2022 **What do you like best about Zendesk Contact Center?** Klaus is very accurate in measure customer care's support by allowing our team's leaders to monitoring customer support agents performances with different tools **What do you dislike about Zendesk Contact Center?** I enjoy everything about the platform. Nothing to say about dissatisfaction **What problems is Zendesk Contact Center solving and how is that benefiting you?** The fact that it makes it easier to rate the performance of our agents makes Klaus a very user-friendly tool. ### 26. Best QA app we ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Nataliia D. | Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a game-changer for our support team's quality assurance efforts. Its intuitive interface and seamless integration with our existing tools have made it an instant hit among our team members. The outstanding support from the Klaus team ensures that any issues are swiftly addressed, making our QA process smoother than ever. Klauss continues to evolve, demonstrating its commitment to staying ahead of the curve. In summary, Klauss has become an indispensable tool for our support team, simplifying quality checks and enhancing productivity. **What do you dislike about Zendesk Contact Center?** Cannot even find one! everything is really great! **What problems is Zendesk Contact Center solving and how is that benefiting you?** It is solving our need of automated Quality Control of our Support Team, fast track of coaching sessions, it is made in a way to keep all in one and there is no need to use Google sheets anymore ### 27. Chose money over creating a good product **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Music | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Zendesk Contact Center?** The Klaus platform itself was really great and efficient at reviewing conversations. Implementation/integration is easy as you simply needed to choose the service, however, considering their recent acquisition by Zendesk, it will only be possible to connect it with Zendesk. **What do you dislike about Zendesk Contact Center?** Klaus recently announced an acquisition by Zendesk, effectively making the Klaus platform exclusively for Zendesk software. Zendesk is amongst the least innovative in the market of Customer Service software, so switching to Zendesk to continue using Klaus would harm the user experience. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It helps me ensure our support agents are doing a good job, and it makes the onboarding process easier as we can easily say: "Hey, that's not right, you should do this and that instead," helping us not only improve our customer's experience but also improving the skill of our employees without too much work. It also made the review process fun. However, considering their recent acquisition by Zendesk, this will no longer be the case. ### 28. Easy to use and user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2024 **What do you like best about Zendesk Contact Center?** It helps you by sorting the severity of the issue, provides timely update **What do you dislike about Zendesk Contact Center?** Nothing, I think Zendesk is already perfectly fit for a customer support **What problems is Zendesk Contact Center solving and how is that benefiting you?** I think there's no problem that Zendesk provides **Official Response from Zendesk Sam:** > We appreciate you taking the time to leave this positive review! Thank you for your support and we look forward to making your experience with us even better. ### 29. Klaus experience **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa P. | Customer Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Zendesk Contact Center?** Klaus is a great tool to monitor the csat and qa survey's received in a real time basis. There's no need to check to many sites/links since it's already integrated in one app. **What do you dislike about Zendesk Contact Center?** Sometimes, the surveys I receive is being counted already as well as the score I got from it but it is not showing up right away on the survey responses section of Klaus. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Both Csat and QA scores are integrated in one tool so I can easily monitor my current scores real time. ### 30. Purfect Purfect Purfect **Rating:** 5.0/5.0 stars **Reviewed by:** Abbie K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Zendesk Contact Center?** Klaus is a really user friendly platform, both for the QA team and for the agents and team leaders that use it too. I use Klaus every single day and it's always speedy to get me the things I need. I really love how you can interact with another through Klaus, by commenting, reacting, replying to reviews, it makes the whole perception of QA that bit more engaging and friendly. It's also just so speedy to actually conduct reviews, we can more or less double the amount of audits we can do through Klaus! **What do you dislike about Zendesk Contact Center?** One thing we've struggled with is how the assignment feature works, rather than assigning X amounts per agent, it assigns X amount to complete the assignment, so if an agent is off for a period of time, other agents will receive more audits to compensate for that. Though this has been a pain point for us Klaus have been so great to rectify this and have informed us a fix is in progress! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is allowing us to carry out significantly more reviews than the number we were previously able to carry out, meaning more feedback can be provided! It's also improving our relationship with agents as a QA team, as we're able to chat with them directly, send gifs and emojis etc. ### 31. User-friendly software for customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Jennifer C. | Client services senior lead, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2024 **What do you like best about Zendesk Contact Center?** The interface is clean and very easy to navigate, the userguide is easy to follow and the training process is less than 2 days. **What do you dislike about Zendesk Contact Center?** The omnichannel feature could be better. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We get our customers billing questions and inquiries throught tickets in Zendesk **Official Response from Zendesk Sam:** > We appreciate you taking the time to share your thoughts, Jennifer! We’re glad to hear that our sleek interface helps in navigating customer tickets. Your feedback helps us improve, and we want to invite you to our Community Forum where your thoughts, ideas, and suggestions can help us make your experience with us even better: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 32. The most fun quality tool out there **Rating:** 5.0/5.0 stars **Reviewed by:** Agnė V. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2023 **What do you like best about Zendesk Contact Center?** How they make sure to keep the service updated and also fun. Every time I come to Klaus, there is something new waiting for me there. They keep improving it fast and react to our bug reports with speed too. It helps us to make quality evaluations no longer long and tedious work but fast and fun. I enjoy going to it every month not only to do the work itself but also to look for their fun easter eggs left (different catchphrases on holidays pop up on their logo for example). **What do you dislike about Zendesk Contact Center?** With things changing fast, we also need some time to adapt too. It caught us off-guard a couple of times and slowed our work a bit. However, those changes were for the better in the end and they were not too big to have a huge impact. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Doing evaluations used to be very time-consuming and draining work. Now with Klaus, it's very easy not only to do them with their system but also to see data about my team right away which is great. Our agents can also quickly react to feedback and make sure they improve their work. We used to do everything in Google Sheets before, so for us, this was a big improvement. ### 33. Could this be puurfect for our needs? Absolutely! **Rating:** 5.0/5.0 stars **Reviewed by:** Kris P. | Area Manager: Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** What I found most beneficial about Klaus is ease of getting it setup, connected to our ticketing system (Zendesk), and our users in the system. Our team also found it very easy to begin creating scorecards and starting ticket reviews. Once we were in and going (with minimal help needed from their team, although they were great when needed), I found it very easy to evaluate opportunities for team member coaching and reporting across teams and our entire Support organization. If you toss in the AI auto-scoring and their regular usage of punny comments- it's an amazing all around solution for these reviews! **What do you dislike about Zendesk Contact Center?** I'm not sure I would readily identify something that I really dislike...I had a touch of trouble understanding the dashboard an grasping the logic of how it was built, but that was more of me simply learning the product versus something I don't like. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Previously we've used other software or even spreadsheets, but now with Klaus we have consistent ticket scoring across our entire team! We've seen significant improvement in our ticket quality which has shown a corresponding increase in our CSAT numbers! ### 34. My Klaus experience **Rating:** 5.0/5.0 stars **Reviewed by:** Borislav B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Zendesk Contact Center?** Klaus has proven to be a game-changer in fostering a culture of accountability and self-improvement among our agents. The ability while using Klaus to provide constructive feedback in real-time has not only elevated individual performances but has also contributed to an overall positive shift in team dynamics. **What do you dislike about Zendesk Contact Center?** One notable drawback is the learning curve associated with the program. The initial onboarding process may be somewhat challenging for new users, and it takes time for teams to fully grasp the functionalities of Klaus. A more intuitive and user-friendly interface, especially for those less tech-savvy, could expedite the learning process and enhance overall user experience. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Problem: Providing timely and constructive feedback to agents is essential for their growth and motivation. Solution: Klaus facilitates real-time feedback, allowing us to recognize and address issues promptly. It also contributes to a positive work environment, motivating agents to excel in their roles. Problem: Maintaining consistent quality in customer interactions is crucial but can be difficult to achieve without a systematic approach. Solution: Klaus offers a structured quality tracking system. By setting and measuring specific quality benchmarks, we can ensure that our agents consistently deliver a high standard of service, ultimately enhancing overall customer satisfaction. ### 35. Klaus is an excellent tool for providing feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Alan S. | Analista de QA, Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** Klaus is a very intuitive tool, both for the QA agent and for the agent responsible for customer service. I use the tool daily and its implementation was very smooth. Providing Feedback becomes an easier mission with the options that the website offers, from service evaluation, to Coaching sessions, Assignments, filters and several other resources that help with the organization and quality of the service. **What do you dislike about Zendesk Contact Center?** I would like the site to have an option to access the conversations evaluated directly through the "Categories" option within the Dashboard. This would help to directly check a specific conversation where a certain root cause was used. However, when I have a question, I am very well attended to and their knowledge base is very complete. **What problems is Zendesk Contact Center solving and how is that benefiting you?** The tool helps us provide constant feedback to customer service agents. This helps us guarantee quality customer service and provides data that, over time, allows us to evaluate our evolution. ### 36. Purr-fect Quality Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Maiya C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** I've been using Klaus for 2 years and the journey has been absolutely amazing. I love how user friendly, fun and customisable it is, and most importantly the Klaus team always takes feedback on board and keeps improving the tool. It has initially increased our efficiency by almost 60% and continues to be a staple in quality reviews for our company. I especially love assignments and filters features as they allow us to do the most pinpointed reviews and make sure we hit our weekly and monthly evaluation goals. **What do you dislike about Zendesk Contact Center?** I honestly can't think of anything I dislike. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Before Klaus we used to do quality evaluations manually and it took a very long time. With Klaus, it is all in one place, it's visually pleasant and easy to access. I especially love the dashboard function as it's an easy way to keep an eye on everyone's performance. We also implement it for monthly performance talks with agents, using Sessions tools. Additionally, when a certain agent requires a deep dive, we use personalised filters to report back to their team lead. ### 37. Efficient and intuitive tool for leveling up customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie S. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Zendesk Contact Center?** The Intercom integration makes it super easy to view and target specific types of conversations and I love the variety of options when it comes to assignments and scorecards. Overall it's intuitive, easy to set up, easy to use, and really helps us gain insights on what we can do to improve our level of service and keep it consistent across the team. Klaus's customer service has always been great and it seems like the product team really listens to customer feedback - they're always introducing quality-of-life improvements that make our QA processes easier and—dare I say it—more fun? **What do you dislike about Zendesk Contact Center?** Honestly can't think of anything. Any feature I've felt was missing in the past has been introduced since, so as I mentioned before, it seems like their product team is very receptive to their customer's requests or needs. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It makes a task (quality assurance) that can frankly be quite tedious at times, more engaging and fun while still applying a structure and a consistent approach to how customer interactions are scored. It makes it super easy to pull in conversations from our help desk and randomize those conversations so that bias is eliminated as well. ### 38. Klaus your way to self-improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Kirk Evangelio O. | Fleet specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Zendesk Contact Center?** Klaus allows us to have a detailed information about the scores we acquire from the tasks that we have been assigned to. We also use the software for knowledge quizzes. In addition, its minimalistic yet aesthetic features are eye-pleaser and can be deemed user-friendly. **What do you dislike about Zendesk Contact Center?** Klaus did have minimal bugs such as score reviews which does not reflect in the reviews section , but it has been corrected already and it is all good now. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus improves inefficiency. As a user, I can attest to how I improved and got motivated from receiving excellent feedback and taking constructive criticisms. ### 39. Zendesk Suite exceeds expectations **Rating:** 4.0/5.0 stars **Reviewed by:** Jason H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2024 **What do you like best about Zendesk Contact Center?** I haven't used Zendesk for a few years, but now that they have an amazing Suite it's a no brainer. In fact their ability to bring on meaningful AI will change the way you handle customers forever. **What do you dislike about Zendesk Contact Center?** Zendesk still has an opportunity to get better at alignment of the customer profile and lifecycle rather than being so transactional **What problems is Zendesk Contact Center solving and how is that benefiting you?** Real time resolution and better KPI total engagement **Official Response from Zendesk Sam:** > Hey Jason! Thanks for taking the time to leave this amazing review! We always strive to provide better support, and hearing this feedback will help us to improve our services. You may also check out the link below to give us more feedback and/or suggestions. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 40. Great Partner in our Purr-suit for Excellence! **Rating:** 5.0/5.0 stars **Reviewed by:** Maggie H. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2023 **What do you like best about Zendesk Contact Center?** The scorecard system is easy to use, provides detailed customization to set standards & goals, and provides a virtual space for transparency & accountability across all our teams. It's a great feedback tool, that gives me insight into each team member's individual performance and helps me to define specific steps for grwoth and improvement. **What do you dislike about Zendesk Contact Center?** So far, so good! I've only noticed a few minor work flow issues that sometimes drive me nuts haha e.g. I wish you could go back and retrieve a skipped conversation and the "submit review" button should be more prominet compared to the skip button. **What problems is Zendesk Contact Center solving and how is that benefiting you?** In a the remote workplace, it allows me to connect with my team, peek over their shoulder, see & review their work, in order to provide feedback and opportunity for growth and improvement. ### 41. Pretty intuitive platform, **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Zendesk Contact Center?** Pretty intuitive interface, the email threads are shown in a way that makes them easy to read. The translation tool is super helpful too. I also like the fact you get recurring tasks assigned to you and statistics on your team member's results. **What do you dislike about Zendesk Contact Center?** Identifying patterns over time in the feedback given is hard. You cannot use internal categories from Zendesk for ex. to segment the feedback given on a thread about a specific issue. So you need to have an external tool / spreadsheet to track the patterns and address them. The space where you can see all the reviews given to a specific person focuses mostly on the numbers and you need to hover over the grade to see the content, which is a bit weary. Need to go over them one by one instead of just seeing a preview of the feedback **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keep reviewers on track of their team's performance on tickets, ensure that we all do the same number of reviews at the same frequency. ### 42. Easy to use and learn **Rating:** 5.0/5.0 stars **Reviewed by:** April B. | Member Sucess Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Zendesk Contact Center?** The auto QA! Love that it can help me find conversations that need my attention so I can be responsive to our members needs. I find it a great resource as we look at ensuring the highest level of care from our success and support team. We're able to deliver feedback quickly to our team so they can adjust and respond fast, too. **What do you dislike about Zendesk Contact Center?** It took me a while to figure out the filtering. Once I did, it made sense :) **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is giving us the tools to be able to quickly pull challenging conversations, identify trends in member needs, find patterns in employee behavior and identify training gaps. We are able to respond quickly in our changing environment to drive faster response times, more personalization and adjust our processes to better meet the needs of our members while still ensuring great quality and hitting all the marks necessary to give a good member experience. ### 43. Zendesk Review **Rating:** 4.5/5.0 stars **Reviewed by:** Luyen N. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Zendesk Contact Center?** Everything in one box, the team has the tools they need **What do you dislike about Zendesk Contact Center?** have to use market place too much for tools **What problems is Zendesk Contact Center solving and how is that benefiting you?** We don't have a lot of dev resources so we use the suite **Official Response from Zendesk Sam:** > Thank you so much, Luyen, for taking the time to write this wonderful review. Your feedback is incredibly valuable to us and we will use it to make our services even better — we're always looking for ways to improve. Please don't hesitate to send us any additional feedback or suggestions by clicking on the link below: https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 44. That smart friend you should be hanging out with more **Rating:** 5.0/5.0 stars **Reviewed by:** Laurent D. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** Klaus is like that reliable friend you're not necessarily super close to, but every time you meet, the vibe is immaculate, and you receive valuable insights and support in overcoming your challenges. If you are looking to ensure your team is aligned in the way they represent your company while interacting with customers, Klaus should be your pick. **What do you dislike about Zendesk Contact Center?** Whenever we encounter difficulties, we report them, and Klaus is very open to addressing your requests to bring your vision to life. Don't be fooled by the relaxed mood and cat puns. They mean business. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Full alignment and oversight on communication with customers, on every channel. The source of many resolved issues we have uncovered, thanks to our QA specialists, using Klaus as their main tool. ### 45. Great customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Rafael C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** The tool is very useful for providing feedback, but imo, their strenght is the way they are supportive. Someone will reply in few minutes, and they will likely provide a solution or alternative for your need, always with a fantastic friendly TOV **What do you dislike about Zendesk Contact Center?** Sometimes when they implement changes, it clash with the way we have things set up **What problems is Zendesk Contact Center solving and how is that benefiting you?** Metrics. We have ton of metrics to help our agents to improve by tracking, in an unbiased way, where there is room for improvement ### 46. There isn't any other like Klaus **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine T. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2023 **What do you like best about Zendesk Contact Center?** I love how user friendly Klaus is. Both, Customer Support and Analyst roles are easy to navigate . Also, Klaus cares about its users and will take the feedback and transform it in goals and are quick to act on your siggestions. Oh, and they're quick to respond and It also integrates easyly with your support desks. **What do you dislike about Zendesk Contact Center?** That there aren't gifs haha. Nothing to dislike here, it has it all you need from a QA tool. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Improve customer satisfaction ### 47. The most efficient coaching tool **Rating:** 5.0/5.0 stars **Reviewed by:** Oliver M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Zendesk Contact Center?** The interface alone speaks wonders on the impact Klaus when it comes to tracking and monitoring performe for KPIs.The flexibility to provide comments to the people who left a review for you allows us to have open conversations which benefit both parties. The ability to dispute it within the app is just wonderful **What do you dislike about Zendesk Contact Center?** The only thing that makes me worry a bit is how Klaus automatically assigns the conversations to the reviewers as in our instance, there are a few cases that are pretty straight forward and doesn't give the reviewee a chance to get good scores on their KPIs. Wish we had the flexibility to change assigned cases to something else. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Keeping track of KPIs and giving us a details walkthrough on whether the quality is going up or down. This has also incentivized our concierges to continously check Klaus for new reviews/CSATs and they subconsiciously think about their quality everyday ### 48. Great way to provide a database to your customers **Rating:** 3.5/5.0 stars **Reviewed by:** Ernest H. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2023 **What do you like best about Zendesk Contact Center?** The ability to provide catalog information to your clients and also having a life support feature has been great for customer support **What do you dislike about Zendesk Contact Center?** I wish there were more customised features within article creation. Also wish that category pages had more customisable features. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It's solving the issue to keep our clients and customers updated with changing landscape of laws that we are dealing with. This benefits us as our old platform was not nearly as user friendly. **Official Response from Zendesk Sam:** > Hi Ernest - we’re happy to hear you highlight the things you can do for your customers. On your feedback on getting more customised features, we’d like to hear more and see what we can do in the future to optimize the experience. It would also be helpful to share this in our Community forums so our Product team can take a look. https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk ### 49. A new unicorn among the QA tools **Rating:** 5.0/5.0 stars **Reviewed by:** Oksana P. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2023 **What do you like best about Zendesk Contact Center?** I love how Klaus is keeping up with the newest technologies and using AI to automate processes while highlighting critical cases for manual review. That's what we want - less manual work and more use of the latest tech. The data representation is phenomenal. Convenient scorecards, easy to assign workloads. The company culture also made only a good impression. It's a pleasure to work with their team from day 1. As a Ukrainian, I also appreciate their support. **What do you dislike about Zendesk Contact Center?** The interface may seem a bit overwhelming initially, but it's easy to understand with time. No other limitations/ blockers for me and my team. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Checking the quality of agents' replies and process adherence to make sure all our customers receive helpful solutions. Also, Klaus represents current trends we have so we better understand where to improve. ### 50. A great tool for Customer Service QA **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno Lago R. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Zendesk Contact Center?** My favorite part about Klaus is their easy integration with different types of helpdesks and their fun way of looking at QA. **What do you dislike about Zendesk Contact Center?** A "Root Cause" conversation filtering option would be a great addition to the tool. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus helps us provide constant feedback to our customer service agents. Helping us guarantee quality customer service and providing long-term information. ## Zendesk Contact Center Discussions - [What integrations does Local Measure offer?](https://www.g2.com/discussions/what-integrations-does-local-measure-offer) - 1 comment, 1 upvote - [What's included in the Local Measure platform?](https://www.g2.com/discussions/what-s-included-in-the-local-measure-platform) - 1 comment, 1 upvote - [What kind of businesses use Local Measure?](https://www.g2.com/discussions/what-kind-of-businesses-use-local-measure) - 1 comment, 1 upvote - [View Zendesk Contact Center pricing details and edition comparison](https://www.g2.com/products/zendesk-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+15%3A49%3A21+-0500&secure%5Bsession_id%5D=68217081-f2f3-4d5b-b87f-10db589d094c&secure%5Btoken%5D=d2325839c278f96f9ea517e05200d6a128729605c25f9f9b3a6f3cb9c5180a39&format=llm_user) ## Zendesk Contact Center Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - [Gorgias](https://www.g2.com/products/gorgias/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Zendesk Contact Center Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Management** - Scrubbing - Blocking - Campaign Management - Screening **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Contacts** - Personalization - Information Locater - Record Prospect Data **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Integration** - Phone Systems - Marketing & CRM - Third-Party **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Security and privacy - AI Voice Assistants** - Encrypted communication **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis ## Top Zendesk Contact Center Alternatives - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.7/5.0 (312 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,422 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)