--- title: Zendesk Contact Center Reviews meta_title: 'Zendesk Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 314 reviews by the users' company size, role or industry to find out how Zendesk Contact Center works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 314 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Zendesk Contact Center Reviews **Vendor:** Zendesk **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.5/5.0 **Total Reviews:** 314 ## 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 customer interactions for effective support. (8 reviews) - Users value the **efficient omnichannel support** of Zendesk, integrating various customer interactions into one cohesive experience. (8 reviews) - Users find Zendesk Contact Center to have a **user-friendly interface and seamless omnichannel capabilities** , enhancing overall efficiency and satisfaction. (8 reviews) - Users value the **omnichannel experience** of Zendesk Contact Center, enjoying seamless communication and insightful reporting tools. (6 reviews) - Users appreciate the **omnichannel support** of Zendesk, streamlining customer interactions and enhancing team collaboration for efficient service. (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** , as inconsistent SLAs and unpredictable ticket behavior hinder effective performance tracking. (4 reviews) - Users face **workflow disruptions** due to inconsistent SLAs and performance tracking, complicating everyday operations. (4 reviews) - Users struggle with **inefficiency** , citing inconsistent workflows and the cumbersome size of the Zendesk Contact Center plugin. (3 reviews) - Users express a need for **missing notification features** , impacting their responsiveness and overall ticket management experience. (3 reviews) - Users find Zendesk Contact Center's **process complexity** a hurdle, leading to inconsistent workflows and a challenging learning curve. (3 reviews) - Users experience **slow performance** with Zendesk Contact Center, especially during peak hours, hindering efficiency and increasing frustration. (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. Amazing quality supporters **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zendesk Contact Center?** Dashboards are excellent. You can filter based on any criteria: teammates, scores, questions, etc. **What do you dislike about Zendesk Contact Center?** At times, if you delete a teammate, his scores will still appear in the public dashboard, but instead of the username, there will be a blank space. Maybe an option to either delete the scores or keep the username there. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We improved the overall quality management process. ### 2. They are generally very helpful **Rating:** 4.0/5.0 stars **Reviewed by:** Jamie W. | Technical Writer, Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2022 **What do you like best about Zendesk Contact Center?** They are very responsive and do their best to help you solve the problem **What do you dislike about Zendesk Contact Center?** It sometimes takes a long time for an agent to answer your call **What problems is Zendesk Contact Center solving and how is that benefiting you?** Issues with connectivity and making sure our users have the best experience. ### 3. Helped me scale my team!! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2022 **What do you like best about Zendesk Contact Center?** Support's very responsive, the product map's also pretty cool **What do you dislike about Zendesk Contact Center?** The bugs- there's random glitches that affect the efficiency of our work, but support helps resolve them so kudos! **Recommendations to others considering Zendesk Contact Center:** Go for it! A lot better than Playvox etc. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We're basically using it for our internal quality assessment and calibration to bring the entire team on the same level, helps a lot! ### 4. Klaus is an easy to use conversation review tool that has caught on with our team quickly! **Rating:** 4.5/5.0 stars **Reviewed by:** Mark S. | Conversation Review Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2021 **What do you like best about Zendesk Contact Center?** The platform itself is straightforward to use, and the user interface is very quick to learn. We've found their support and customer success manager team to be very responsive when we have questions or issues, and also open to product feedback, which seems to actually make its way back to the product team. We also love the lighthearted nature that Klaus has embraced for their marketing and in-app styling. Klaus the cat is such a great company mascot. **What do you dislike about Zendesk Contact Center?** There are some limitations with analytics. We'd like to be able to more closely attribute quality scores given by Klaus to our main contact drivers. This would immensely help us with knowing where best to focus new training initiatives. In addition to this, a few more filtering options with the data being offered would be excellent, to have a more flexible look at how our coaches are doing. **Recommendations to others considering Zendesk Contact Center:** Klaus is a great tool to consider if you are looking to increase your support quality in any capacity. We've found multiple areas of opportunity with many of our sub-teams within Support, just by using the tool on a more regular basis. I can guarantee you'll be able to find value in the product offered by Klaus. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We've noticed better monitoring of how closely our conversations with customers are aligning with our company initiatives, and this is huge. We've also seen a lot more engagement between team members and management, creating a more social remote work life. We've also noted how easy this tool is to connect managers with their team members more closely, and get them more involved with the work that is being done. By using Klaus we have already enabled many coaching and training opportunities that we would have otherwise missed. We've been able to establish how Klaus can help us with offering better professional and self growth for our team members. ### 5. Fantastic Platform for support. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2022 **What do you like best about Zendesk Contact Center?** Varieties of resources are available in the Suite. **What do you dislike about Zendesk Contact Center?** Support Representative required for help. **Recommendations to others considering Zendesk Contact Center:** Good service **What problems is Zendesk Contact Center solving and how is that benefiting you?** Great remote supportive and a good tool to use anywhere from any place. ### 6. Zendesk Know-How **Rating:** 3.5/5.0 stars **Reviewed by:** Evangeline F. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2021 **What do you like best about Zendesk Contact Center?** Zendesk is a user-friendly software. Easy to navigate and get familiarize with. **What do you dislike about Zendesk Contact Center?** When it comes to extracting files and creating your queries, I believe you need to get assistance from an Expert first. **Recommendations to others considering Zendesk Contact Center:** Zendesk is good for start up company wherein it is less complications for the end user and admin access. **What problems is Zendesk Contact Center solving and how is that benefiting you?** As part of the Support Team, we have to generate reports from the queries you created. Good thing is that you can customize it but sometimes hard to figure out how to. ### 7. Awesome UX **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Zendesk Contact Center?** The UX is supreme. I really like how easy to use the platform is as well as the simple integrations. **What do you dislike about Zendesk Contact Center?** Nothing, everything is very easy and straightforward. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Quality assurance is a big topic for myself and my wider colleagues. Klaus allows us to be on top of our game. **Official Response from Triin Ilves:** > High paws to another quality fan! 🐾 ### 8. Klaus Review **Rating:** 5.0/5.0 stars **Reviewed by:** Alfie Q. | Software specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about Zendesk Contact Center?** Will help you to k ow your opportunities. **What do you dislike about Zendesk Contact Center?** None so far.Everything looks fine. Eill give you an update if ever in the future. **Recommendations to others considering Zendesk Contact Center:** Highly recommended. Very easy to use. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I was able to know my opportunities when it comes to answering tickets properly. ### 9. Klaus Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2022 **What do you like best about Zendesk Contact Center?** The interface, it is very user-friendly. **What do you dislike about Zendesk Contact Center?** None for now. I can't think of anything since I understand how the tool works. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I think the only problem I have is asking me to sign in every time I click on the feedback email that I receive. ### 10. Great products and great support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2021 **What do you like best about Zendesk Contact Center?** Guide integration that enables automatic updates + true content management **What do you dislike about Zendesk Contact Center?** Native content management is not strong enough **Recommendations to others considering Zendesk Contact Center:** Great service. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We use the Guide to host our Knowledge Base ### 11. Klaus has been a great way for our support team to review each other's work. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2021 **What do you like best about Zendesk Contact Center?** Our support team is able to provide feedback to one another. This helps each individual grow in their role, and increase the overall quality of our work. **What do you dislike about Zendesk Contact Center?** We use it for reviewing customer support responses in Helpscout. If there are changes made in Helpscout, Klaus sometimes doesn't update the conversation fully. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We are able to provide internal reviews with Klaus. This allows our team to process feedback and understand the areas they need to improve. ### 12. Purr-fectly paw-some! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zendesk Contact Center?** I like that Klaus keeps things fun! Adding gifs and their cat emojis to reviews would have to be my fave **What do you dislike about Zendesk Contact Center?** There's nothing I can think of. Klaus has really thought of everything! **What problems is Zendesk Contact Center solving and how is that benefiting you?** realizing skill gaps and understanding where improvements can be made ### 13. I would recommend Klaus for sure **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Zendesk Contact Center?** That it is user friendly and you can ad gifs **What do you dislike about Zendesk Contact Center?** That there is a pop up to self grade when I go in to look at my feedback **Recommendations to others considering Zendesk Contact Center:** Easy and efficient **What problems is Zendesk Contact Center solving and how is that benefiting you?** Easy reach out to co-workers ### 14. Excellent experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2022 **What do you like best about Zendesk Contact Center?** Very easy to use, accessible, user-friendly. **What do you dislike about Zendesk Contact Center?** None. Everything is good as it is. Keep it. **Recommendations to others considering Zendesk Contact Center:** Please use it! Highly recommended! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is very easy to use and i have no problems using it. ### 15. Why I prefer Klaus **Rating:** 5.0/5.0 stars **Reviewed by:** Alex V. | P, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2021 **What do you like best about Zendesk Contact Center?** I like how intuitive Klaus is and the agility it has brought to our quality team. **What do you dislike about Zendesk Contact Center?** At this point, everything that Klaus has bought for our team has been positive things. No complaints. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Streamlining the process. It took us away from trackers and manual work. It has freed up more time in my day to day. ### 16. Teview **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Zendesk Contact Center?** The integration with aws is helpful to us. **What do you dislike about Zendesk Contact Center?** The cost is a little high for us compared to others. **What problems is Zendesk Contact Center solving and how is that benefiting you?** It has helped us with our customer experience. ### 17. It's become part of my daily routine! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2020 **What do you like best about Zendesk Contact Center?** I love that we have a review system where we can track metrics and the evolution of our team. **What do you dislike about Zendesk Contact Center?** It does have bugs here and there bu the Klaus team is pretty responsive! **What problems is Zendesk Contact Center solving and how is that benefiting you?** We have seen our team grow and have caught gaps in knowledge that would have likely gone unnoticed. ### 18. It gave us a great way to review our conversations track agents progress and the support was amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Petar S. | Head of Support, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2021 **What do you like best about Zendesk Contact Center?** Support was great. I love the fact you customize everything - your criteria and their weight. **What do you dislike about Zendesk Contact Center?** Nothing I would point out, it's great!!! **What problems is Zendesk Contact Center solving and how is that benefiting you?** We are comparing agents and tracking their progress. We are working on quality improvement and realized how useful it is to have everything in the same place. ### 19. I can't speak highly enough about this platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Luna S. | Training and Quality Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2021 **What do you like best about Zendesk Contact Center?** There are two things I really love about Klaus. It's so customizable, which is extremely helpful for a growing company. Our team has doubled in size since we first started using it and Klaus has helped us keep up with the growth and changes the entire way. Secondly, the customer support is second to none. Any time I'm having an issue, question, or even a feature request the team over at Klaus is there to help me. **What do you dislike about Zendesk Contact Center?** Anything I've come across that I didn't like was updated. I love this platform. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Before Klaus it was SO much more difficult to ascertain trends in quality for the support team, which made it difficult to take action to improve. We were using Google Sheets and a much more rudimentary scoring method. Klaus gave us the ability to see those trends, to get a bit more granular so that we can understand how to develop not only the team as a whole, but each team member individually. ### 20. A flexible and easy to use system! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Zendesk Contact Center?** Flexible with integrations and easy to create quality evaluation forms. Intuitive interface. **What do you dislike about Zendesk Contact Center?** Customer support takes a while to reply, could be faster. Promotional offers are sometimes confusing as to what they actually mean. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Easy to identify holes in quality and track trends of improvement week from week. Have improved my teams spelling and grammar scores as a result of this. **Official Response from Triin Ilves:** > Paw-sitively a-meow-zing! I'm glad to hear that Klaus has helped your support team. 😻 Our customer support (also a Klaus user, heh) has been constantly improving some of their metrics and our median FRT has been around 1-3 minutes in the past six months. ### 21. How Klaus Makes QA Feedback Great! **Rating:** 5.0/5.0 stars **Reviewed by:** Paul R. | Customer Support Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2021 **What do you like best about Zendesk Contact Center?** Klaus is accessible anywhere and any time. That lets the Evaluator and the User review and converse about the Feedback when it is most convenient to them. **What do you dislike about Zendesk Contact Center?** As great as the accessibility is, I noticed a few seconds delay in loading each conversation which is something that can be ignored as Klaus presents the information as expected given a few more seconds of waiting. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Communication between the evaluator and the user is important and that can be done per QA conversation so coaching, upskilling and feedback all in one page. ### 22. Great product, incredible support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** August 16, 2021 **What do you like best about Zendesk Contact Center?** I appreciate the mix of helpful articles with an agent helping alongside. I was able to help myself without too much direction, but since I needed to be pointed to the right direction, I felt the agent was very much needed! **What do you dislike about Zendesk Contact Center?** Nothing! It was my first time reaching out and I felt very comfortable with the experience. **Recommendations to others considering Zendesk Contact Center:** Great product. Utiliza the resources given by Zendesk to learn. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I needed to change the language on a ticket and was direct on how to do that. ### 23. Solid option for a QA solution with a friendly team, bu some tech limitations **Rating:** 4.0/5.0 stars **Reviewed by:** Sophie H. | Content and Training Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Zendesk Contact Center?** I love how fun and easy it is to use Klaus (when it's working well). The branding is super cheerful, something I find important this year especially, and I feel the same whenever I interact with their team (their Support Team is fantastic!). It also helps that Klaus pulls in Intercom data seamlessly and allows for easy use of the Chrome Extension right in your Intercom inbox. **What do you dislike about Zendesk Contact Center?** There are certain basic features that are not yet built in Klaus, leading to manual workarounds. Some examples include no automatic assignment of reviews to reviewers (although I know the team is working on this) and difficulty using the Klaus API to integrate native data (Klaus works best if you're only doing QA on a CRM). **What problems is Zendesk Contact Center solving and how is that benefiting you?** We didn't have a QA system before, even a manual one, so it's been great to be in a world where it's possible to take a snapshot of quality even at scale. ### 24. This is the easiest platform to use when monitoring anagent's performance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2021 **What do you like best about Zendesk Contact Center?** Tickets were easily filtered, which helped me a lot. **What do you dislike about Zendesk Contact Center?** I can't find any not unless my internet is not working properly **What problems is Zendesk Contact Center solving and how is that benefiting you?** Performance monitoring in real-time helped the communication between the party involve very seamless. ### 25. Really Happy! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2021 **What do you like best about Zendesk Contact Center?** Happy how easy it is for us to review and help our agents! **What do you dislike about Zendesk Contact Center?** Set up is a bit tedious, but everything works as it should **What problems is Zendesk Contact Center solving and how is that benefiting you?** The speed of which we can review team members and provide feedback **Official Response from Triin Ilves:** > Thank you and kudos from me and Klaus the cat! 😻However, our CSM Chris would like to know a bit more about the set-up process and how we could make it less tedious. If it's not too much to ask then please reach out to him via our support chat 🙏. ### 26. Great product, great team! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2021 **What do you like best about Zendesk Contact Center?** Easy to use interface, the teams have found the change from our previous scorecards to this one incredibly easy. Our Quality Assessors already see the benefits of time-saving and our agents see the results immediately, allowing constant improvement from the teams. **What do you dislike about Zendesk Contact Center?** We've not encountered any issues; our Success Manager, Chris, is always on hand to help! **Recommendations to others considering Zendesk Contact Center:** Personally, I can't fault Klaus; anything we've had difficulty with we've requested and have seen the majority implemented, others added to their backlog. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Previously we used excel with a large number of macros and formulas to calculate results. These regularly broke incidents couldn't be logged against the actual scorecard; now, we have a one-stop shop for our teams. ### 27. Accommodating and Straight to the point **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 28, 2021 **What do you like best about Zendesk Contact Center?** attention to details and easy to understand **What do you dislike about Zendesk Contact Center?** It's just my issue itself. Something will take time to fix. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Some widgets are not updating correctly. nothing much ### 28. Not a 10, only because it would depend on the work environment to determine peer reviews usefulness. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2021 **What do you like best about Zendesk Contact Center?** It's overall just a quality resource for peer reviews. **What do you dislike about Zendesk Contact Center?** Login can be a little slow sometimes, but that's about it. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Useful platform to feel comfortable critiquing each other's work without hard feelings. **Official Response from Triin Ilves:** > Thank you for the kind words! We definitely support peer-reviews and practice this in Klaus, too. However, our customers have various ways to do conversation reviews: some have dedicated QA specialists, in others a team lead or senior support manager might review the tickets. Our blog features some case studies with practical examples from support teams and how they use Klaus 🐾 ### 29. Zendesk Support is helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2021 **What do you like best about Zendesk Contact Center?** When I post a question/use case in the community, I get a response right away **What do you dislike about Zendesk Contact Center?** There is none for now. All seems to be working well for me **Recommendations to others considering Zendesk Contact Center:** Optimization for Explore **What problems is Zendesk Contact Center solving and how is that benefiting you?** Reporting and analytics ### 30. Useful and pleasure to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2021 **What do you like best about Zendesk Contact Center?** Klaus is very well designed and fun to use. It provides very nicely built analytics where we can track all performance indicators. They also have very responsive customer service that is always willing to help. **What do you dislike about Zendesk Contact Center?** So far, we have not encountered anything that we dislike. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We were looking for a tool that will help us get feedback on customer service. Finding one that is feature-packed, easy to set up, and learn provides us with many benefits daily. ### 31. Fast and efficient **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2021 **What do you like best about Zendesk Contact Center?** The support team contact you quickly and deal with any problems with minimum fuss and provide constant updates **What do you dislike about Zendesk Contact Center?** I have not had any problems, not experienced any downsides **What problems is Zendesk Contact Center solving and how is that benefiting you?** Sorting out the account connectivity with phone numbers. The ease of calling and texting via the same method as my colleagues has been very useful ### 32. Very useful tool that keeps evolving faster than you can follow **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2021 **What do you like best about Zendesk Contact Center?** I like the new features being introduced all the time. However, some can be buggy at times and disappear and/or be replaced with a different one. **What do you dislike about Zendesk Contact Center?** From time to time a deal-breaking bug appears, such as the missing pictures in the chats. It does get addressed, however it ruins the experience a lot. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Reaching out to Support Agents and fine tuning their work tactics ### 33. Simple, effective quality reviews! **Rating:** 5.0/5.0 stars **Reviewed by:** Jacques R. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2021 **What do you like best about Zendesk Contact Center?** Klaus is a great way for me to log reviews with my team. Confirm that they received my feedback, and quantify how we're doing! **What do you dislike about Zendesk Contact Center?** The settings are a little hinky and creating filters isn't the most intuitive process, but small price to pay for the value it delivers! **What problems is Zendesk Contact Center solving and how is that benefiting you?** With Klaus, I know that conversations are getting reviewed and our support processes are getting better and adapting constantly! ### 34. Klaus is brilliant! **Rating:** 4.5/5.0 stars **Reviewed by:** Hilary L. | Support Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2020 **What do you like best about Zendesk Contact Center?** Klaus is an invaluable tool for our team. We rely on it so much for monitoring and improving the quality of our support replies. It has a simple and easy to learn interface. But if you need help at all the support team are super-responsive and really helpful! I'm a numbers geek so I particularly love the dashboard with all the team metrics at your fingertips. **What do you dislike about Zendesk Contact Center?** A minor thing: from time-to-time team members don't get notifications for reviews/replies (however, the support team are helping us with this). **What problems is Zendesk Contact Center solving and how is that benefiting you?** We are able to monitor the overall quality of our support replies. But we also use the reviews to help us identify training needs within the team. This way we are able to maintain the quality by spotting gaps in knowledge early. ### 35. You want quality, you want Klaus. **Rating:** 5.0/5.0 stars **Reviewed by:** Suket J. | Team Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2021 **What do you like best about Zendesk Contact Center?** The user interface and the accessibility. It is very easy-to-use software. I just love it. **What do you dislike about Zendesk Contact Center?** Nothing as such. I haven't found any flaw in it yet. Everything is running smoothly for me. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I am using Klaus for Quality Assurance. The best benefit is the chrome plug-in which helps me review tickets from Zendesk itself and also the Emojis. ### 36. Quick and straight answers. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2021 **What do you like best about Zendesk Contact Center?** Easy to get support. Customers can easily get support that they needed through ZD. **What do you dislike about Zendesk Contact Center?** No dislikes in particular. Aside from some downtimes that gets resolved quickly. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Direct contact from our users. Easy to use email tool. ### 37. Our best friend to review our team conversations and scale our audit routine **Rating:** 4.5/5.0 stars **Reviewed by:** Kristell C. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Zendesk Contact Center?** I love this tool! We're using it for support, customer success but also sales to constantly audit our conversations with leads and clients. What I like the most: - Being able to set up things in a couple of minutes with the Intercom integration. - Create filter to immediately review conversations where a given team member was involved. - Access a clear dashboard - Constant improvements released since we subscribed - Lovely customer facing team, very reactive (and it does mean A LOT to us!) - A very affordable pricing **What do you dislike about Zendesk Contact Center?** The only missing feature for me is an integration with Ringover **What problems is Zendesk Contact Center solving and how is that benefiting you?** - Being able to track our team performances on a global level but also on a specific criteria and challenge them when there is room for improvement (we're using this tool for quarterly performance reviews) - Being able to identify some trends (bugs, lack of global training on a specific topic) ### 38. Klaus a great tool for the workplace **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2021 **What do you like best about Zendesk Contact Center?** I enjoy using the attached tables and statistics available for review together with a supervisor. **What do you dislike about Zendesk Contact Center?** Sometimes the "Received reviews" page lags, and the reviews can get mashed together **What problems is Zendesk Contact Center solving and how is that benefiting you?** I can get supervisory reviews on my day-to-day work, which allows me to improve more frequently than receiving the same reviews verbally infrequently. ### 39. Zendesk is an excellent tool for support, specially with regards to automating actions and tasks. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about Zendesk Contact Center?** The number of channels and the accuracy in problem solving. **What do you dislike about Zendesk Contact Center?** Sometimes it takes a lot of time for support to provide an answer on the issue presented. **Recommendations to others considering Zendesk Contact Center:** Understand deeply Zendesk and the logic behind it before starting setting it up. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Mainly basic user questions and some minor bugs that we face. ### 40. Amazing Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2021 **What do you like best about Zendesk Contact Center?** Getting to know our performance and tracking it weekly basis. **What do you dislike about Zendesk Contact Center?** Nothing to dislike as i dint find any diffeculties. **What problems is Zendesk Contact Center solving and how is that benefiting you?** I realized how performances plays important role in our carrer. ### 41. I had a great experience with zendesk support. They helped me with me issue immediately. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2021 **What do you like best about Zendesk Contact Center?** The quick-service was very satisfying. thanks **What do you dislike about Zendesk Contact Center?** nothing, the service was fast and solved my issue quickly **What problems is Zendesk Contact Center solving and how is that benefiting you?** the benefits are it helps me do my job ### 42. Klaus as quality assurance and feedback for our Team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2020 **What do you like best about Zendesk Contact Center?** Can be linked to Intercom, filter conversations, which end up to providing meaningful feedback to our customer support agents. Can see how many conversations rated per each agent, dashboards are cool **What do you dislike about Zendesk Contact Center?** The tool may be slow sometimes, loads for a while before submitting a review, which takes up time. Also, the rating box is too small - would be cool if it would be bigger and you can see all categories without needing to scroll or close/open them. **Recommendations to others considering Zendesk Contact Center:** I think I added them in the dislikes section :) **What problems is Zendesk Contact Center solving and how is that benefiting you?** Addressing quality within our support team - noticing if everything is as per our internal policies, correct information is provided. The tool works perfectly for feedback and improvements for the agents ### 43. Bad sales experience **Rating:** 2.0/5.0 stars **Reviewed by:** Mathivathan V. | Product Marketing Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2020 **What do you like best about Zendesk Contact Center?** Product is good but lacks good sales and support **What do you dislike about Zendesk Contact Center?** The sales person Karan Malik was rude and event though had send the wrong invoice by mistake. Neither did he have the basic knowledge of the product and not did he have the demeanour to do sales. Lots of hidden pricing conditions and clauses which aren’t there on the pricing page. Like minimum plan to purchase guide or the minimum amount for hipaa. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Knowledge base portal ### 44. Great reviewing tools for care teams **Rating:** 5.0/5.0 stars **Reviewed by:** Vincent P. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2020 **What do you like best about Zendesk Contact Center?** - It's easy to use. - Easy to set up with the different filters. - UX is great. - Love Klaus (the cat). **What do you dislike about Zendesk Contact Center?** - We sometimes spend times reviewing a ticket that has already be reviewed simultaneously. The sync could be better on this matter (like it could warn us that someone already reviewed it when we were on it) - We don' t have a filter to limit the number of shown tickets per member (for example, when we review tickets, sometimes we review a lot of tickets from the same person, I'd like to review for examples 5 tickets max from each member). **Recommendations to others considering Zendesk Contact Center:** If you're looking for a simple tool that allows you to improve the quality of your care team's answers, go with it. It's easy to use and helped our team very effectively. **What problems is Zendesk Contact Center solving and how is that benefiting you?** We use it quite a lot within our care team. It helps a lot getting feedback from our conversations and improves our knowledge of the product as well as the quality of our answers. Klauss is a great tool for that. ### 45. A constant struggle **Rating:** 0.5/5.0 stars **Reviewed by:** Joakim E. | Head of Support, Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2020 **What do you like best about Zendesk Contact Center?** I don't think there we found any direct upsides to using Zendesk Guide. The text editor works fine, although it feels like an ancient WYSIWYG without any of the functionality that is to be expected from an online text editor. When editing the Template for the helpdesk, it was nice to see a LIVE preview of what was happening. **What do you dislike about Zendesk Contact Center?** Template system is very limited, had to set up custom API etc for menus. Bad support, last we reached out they kept forwarding us to other departments until we received no reply - and our knowledge base got shut down because the billing page wouldn't load. It was also impossible to natively find out which pages were most liked (which is an internal zendesk functionality for knowledge base articles). We had to set up an API to request the information and put it into a different system / database. Also it is baffling to us that there have been requests to get "Code Snippets" (something as easy as) into Zendesk - but for years these tickets have been "Open". I don't think there are any developers working on the knowledge base anymore. Going for Zendesk has cost us plenty, despite them giving us one year free as a startup plan. It's been down multiple times due to their "startup coupon" disappearing from our account. And now that we were ready to pay, we were unable to - and they closed our account and deleted our support ticket while we were asking for means to pay for our subscription. Probably the worst company / solution I have worked on for years. **Recommendations to others considering Zendesk Contact Center:** I would make sure that custom functionality such as proper code blocks, is not functionality that your team needs. If you are just entering in normal plain text into a document and you want people to be able to read it - Zendesk Guide might be perfect for you. We had to integrate into the Zendesk API as we needed to create a better menu than the default one (we wanted a tree-structure collapsible menu) and we were interested in which articles were most liked using the helpful/not helpful functionality. **What problems is Zendesk Contact Center solving and how is that benefiting you?** None. We thought Zendesk would give us an easy system to maintain articles and knowledge about our platform. It was encumbering to use, even logging in would sometimes require some internal tech support as they would throw you between products when logging into the Knowledge Base. ### 46. Easy to learn, easy to teach, great support team and excellent adaptability. **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda B. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Zendesk Contact Center?** I have many favorites when it comes to Klaus but I'd like to highlight 2 things. The first is how easy it is to use Klaus. It's very user friendly and setting it up was intuitive and simple. When I had any questions about setup, this brings me to my second point, support from Klaus was always quick and efficient. They are a very friendly group and usually when I have to contact a support group I'm very much not looking forward to it. However, anytime I have to contact Klaus it's almost like asking a friend for help! 10 out of 10, would highly recommend to anyone. **What do you dislike about Zendesk Contact Center?** Dashboard, bit confusing. I don't use it **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus is easy to use and the filters make selecting random tickets for QA's simple. Being able to grab a ticket and grade it easily assists me in improving customer service interactions. I use to have my own QA system quick was usually a whole day project to grade a simple team of 4. Klaus saves me a lot of time and effort which I greatly appreciate. ### 47. An all in one streamlined mining tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Zendesk Contact Center?** I like the look and feel of the workspace most! **What do you dislike about Zendesk Contact Center?** Sometimes the sampling is inconsistent across employees and this can make it difficult to timeously meet your mining deadlines. **Recommendations to others considering Zendesk Contact Center:** na **What problems is Zendesk Contact Center solving and how is that benefiting you?** Gain efficiency by having all tickets for each employee automatically pull through to one centralised tool. ### 48. Easy to Use Conversation Review Software **Rating:** 4.0/5.0 stars **Reviewed by:** Stacy J. | Director of Customer Happiness, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Zendesk Contact Center?** Klaus was super easy to set up. At Wistia, we were able to roll out a Peer Review program with minimal training as the product was fairly intuitive to use. I really like the filter options available in order to exclude certain tickets from review. One other thing I really like is being able to see at a glance when viewing the list of team members how many conversations of theirs have been reviewed in the current month. **What do you dislike about Zendesk Contact Center?** If you have a more complex grading rubric/set of criteria or wanted to weight rating categories in a different way, Klaus is limited in this sense. I've come across some UI/UX issues, but Klaus has continued to make improvements in this area. **Recommendations to others considering Zendesk Contact Center:** If you're looking for Quality software for reviewing support tickets that is easy to implement, administer, and is consistently being improved -- Klaus is for you! **What problems is Zendesk Contact Center solving and how is that benefiting you?** It's helped us provide more consistent support. It has really helped our agents get better at giving and receiving feedback. We've also been able to see trends across the team through the conversation reviews. ### 49. This partnership really took our team to the next level. **Rating:** 5.0/5.0 stars **Reviewed by:** Kathryn F. | Mid-Market Customer Success Manager, Industrial Automation, Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Zendesk Contact Center?** I love the system itself and the different ways that both I and my team members can interact with tickets and feedback. More than that, Klaus has really acted as our partner in this. Every step of the way they are happy to give advice, provide support, and take feedback. Klaus has really taken our Support team to the next level by creating a platform and process that everyone enjoys being a part of and contributing to. **What do you dislike about Zendesk Contact Center?** I really want some of their reporting to continue to get built out. But this is another great piece of Klaus. They really listen to what support teams want to see and what they use the system for. I can't even be that bothered by a lack of anything because I know that our feedback is put into action. **What problems is Zendesk Contact Center solving and how is that benefiting you?** Mainly, our team really desired specific feedback to grow in their role. Kalus is such a collaborative platform for both reviewers and reviewees and that helps with feedback and collaboration within our SF team and remote teams. Not to mention, Kalus is always sure to add some fun into our platform and their are always good graphics to use :) ### 50. Klaus is Killing It! **Rating:** 5.0/5.0 stars **Reviewed by:** Chunpreet B. | Technical Support Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2019 **What do you like best about Zendesk Contact Center?** Klaus has great, user-friendly tools for checking quality on cases in support. They also have a great cat mascot **What do you dislike about Zendesk Contact Center?** Reporting has been a major one for us as we use reports to share with the team and executives on how the quality of our Support has been for not only customers, but cross-team as well. It is something Klaus has been closely working with us to improve, which is great! **What problems is Zendesk Contact Center solving and how is that benefiting you?** Klaus has helped us crack down issues with ticket tracking, ticket hygiene, and overall case quality amongst the team. With this, we were able to discuss in team meetings the benefits of scoring positive in these and why all of this is important. Our team has also gotten the chance to do more peer-to-peer reviewing, which helps with professional growth for our team in coaching and feedback. ## 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?page=6§ion=pricing&secure%5Bexpires_at%5D=2026-08-08+19%3A29%3A29+-0500&secure%5Bsession_id%5D=488ffd18-f713-47b1-94fb-9c225db2c315&secure%5Btoken%5D=561b09f972e02c705985d7a3ea1e886416ac801a67063155907a5a7c3ad34d6f&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) - [Linear](https://www.g2.com/products/linear/reviews) - [Slack](https://www.g2.com/products/slack/reviews) ## Zendesk Contact Center Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Additional Functionality** - Incident Management - Real-Time Monitoring - Evidence Management - Risk Alerts - Reporting & Statistics - Third-Party Integrations - Workflow Management - Risk Analysis - Sarbanes-Oxley Compliance - Single Sign On - Compliance Management - Policy Management - Real-Time Reporting - Audit Trail - Assessment Management - HIPAA Compliant - Operational Risk Management - Document Storage - Enterprise Risk Management - Data Visualization - Configurable Workflow - Vendor Management - IT Risk Management - User Management - Issue Management - Internal Controls Management - AI Copilot - Environmental Compliance - Customizable Reports - Data Import/Export - Risk Management - API - Document Management - Risk Assessment - Activity Dashboard - Task Management - Audit Management - Generative AI - Governance - Corrective and Preventive Actions (CAPA) - Alerts/Notifications - FDA Compliance - Secure Data Storage - Approval Process Control - Version Control **Messenger** - Sequencing - AI - Video Chat - Customization Interface - Generative AI **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live 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 - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Channels** - Social Media Integration - Website - Text Message (SMS) - Voice Assistants - Other - Multi-Channel Marketing **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Management** - Scrubbing - Blocking - Campaign Management - Screening **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **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 - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Contacts** - Personalization - Information Locater - Record Prospect Data - Contact Management **Customers** - Audience Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion - Customer Service Analytics - Reporting/Analytics **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Integration** - Phone Systems - Marketing & CRM - Third-Party **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Security and privacy - AI Voice Assistants** - Encrypted communication **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking - AI/Machine Learning **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration - Third-Party Integrations - Computer Telephony Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Customizable Fields - API - Real-Time Notifications - Lead Nurturing - Human Handover - Lead Management - Product Recommendations - Customer Experience Management - SMS Messaging - Appointment Management - Chat/Messaging - Real-Time Monitoring - Lead Distribution - Campaign Segmentation - Data Import/Export - A/B Testing - Real-Time Data - Real-time Conversations - Customizable Branding - Lead Qualification - Template Management - Autoresponders - Contact Database - Customer Segmentation - One-to-One Messaging - Communication Management - Campaign Management - Activity Dashboard - Lead Capture - Appointment Scheduling - Reporting & Statistics - Event Triggered Actions - Chatbot - Group Messaging - AI Copilot - Customer Database - Multi-Channel Communication - Email Automation - Surveys & Feedback - CRM - Engagement Tracking **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Additional Functionality** - Meeting Management - AI Copilot - Reminders - Recommendations - Lead Distribution - Workflow Management - Performance Management - Dashboard - Email Management - Lead Management - Activity Tracking - Email Templates - Third-Party Integrations - Customizable Fields - Sales Pipeline Management - Generative AI - Automatic Call Distribution - Call Monitoring - Lead Capture - Deal Management - Call List Management - Multi-Channel Communication - Call Recording - For Contact Centers - CRM - Data Management - Calendar Management - Chat/Messaging - Lead Qualification - API - Task Management - Interaction Tracking - Reporting & Statistics **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management ## Top Zendesk Contact Center Alternatives - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - 4.8/5.0 (312 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,477 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)