G2

Eleanor T.

Marketing Manager

Market Research

Enterprise (> 1000 emp.)

9/2/2026

"Transfers stopped meaning the customer explains everything twice"

4/5

What do you like best about Zendesk Contact Center?

Warm transfer is honestly the thing I use constantly. Before, transferring a call meant the next person had zero clue what was going on, customer had to repeat their whole story again which is just annoying for everyone. Now I can actually talk to the person I'm transferring to first, give them the quick rundown, before the customer even joins. Feels way less clunky. Also the mobile app is decent, I checked queue status from my phone once when I stepped out for lunch, worked fine. Review collected by and hosted on G2.com.

What do you dislike about Zendesk Contact Center?

Honestly the multi-language IVR menu setup was a headache. Wanted Spanish and English options and it took forever to get the routing logic right so people didn't end up in the wrong queue based on which language they picked. Review collected by and hosted on G2.com.

What problems is Zendesk Contact Center solving and how is that benefiting you?

Not making customers repeat themselves during a transfer is such a small thing but it's made calls feel less frustrating for everyone, including agents honestly. Mobile app being usable for quick checks is a nice bonus even if I don't rely on it daily. IVR setup for multiple languages needs patience, wasn't as plug and play as I hoped, but once it's working it's fine. Review collected by and hosted on G2.com.