How to setup and manage Sell Voice and Zendesk Talk? | Community
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How to setup and manage Sell Voice and Zendesk Talk?

  • April 28, 2020
  • 10 replies
  • 0 views
Nick20

We're new to Sell and previously managed both sales and support related phone calls via Talk.

Now, with Sell Voice, we have another phone system to manage in addition to Support Talk, and we're struggling on how to set up each phone system best, so they don't work against and conflict with one another.

Our agents will be active in both platforms (Support & Sell), handling incoming calls from our mainline (generic 800 #) in Support/Talk, and also handling inbound sales calls to their dedicated/unique line in Sell/Voice.

Any product development plans in the pipeline to have a more seamless VOIP system that blends Talk and Voice?

    10 replies

    G

    Hi Nick,

    Thanks for asking this question, that's a great one!

    It's correct that right now Zendesk's Talk and Voice telephony systems are separate from each other and although we cannot commit to anything solid yet, rest assured that we will definitely be looking at how to bring these two systems closer together in the future.

    Please stay tuned to our newsfeeds not to miss any great product updates.

    Thanks for your understanding! Take care!

     

    R
    • Robert99
    • July 27, 2020

    Any news I am having same issue.

    Will Talk IVR route calls to support and to sales?

    G

    Hi Robert,

    As of now, there were no changes to what was mentioned above, however, please note that we are currently working on opening up Sell's calling functionality for further integrations, including third parties, so it should be much more robust then. I can't yet make any promises though, and we'll have to wait for the project to be fully scoped and released to be certain on new functionalities.

    Thanks for your patience and understanding!

    Nick20
    • Nick20
    • Author
    • July 28, 2020

    @Grzegorz Pogwizd

    We need a timeline. A month? A year? Two years?

    It's an ongoing trend for Zendesk to claim things are being looked at and considered, but ultimately nothing happens. I recall seeing a product enhancement request on the Support side being "discussed" in the community forum for 5+ years...

    The alternatives that are out there (ex. AirCall) for unifying the Support + Sell phone systems only end up being somewhat cost-effective under an annual contract, so we need to know when Zendesk plans to deliver on a solution so we can plan accordingly.

    R
    • Robert99
    • July 28, 2020

    I decided to have my telephony provider do the IVR.   Thanks for the comments.

    G

    Hi Nick, Robert,

    Thanks again for your valuable comments and I'm happy to clarify a bit further.

    To Nick's point - we are looking to open up Sell's Voice functionality to third-party integrations this year, so the timeline you mentioned would be until the end of 2020.

    However, this may not solve for your particular need of connecting Talk with Voice, as what we're working on is to allow third-party developers, including custom-built private apps, to take advantage of Sell's calling system. If you're interested in partnering with us on building an app for that, whether public or private, you're more than welcome to and we'll be happy to work with you on that and help out in any way possible.

    I hope this helps and in case of any further questions or concerns do not hesitate to let us know. Thanks and best regards!

    L
    • LookOurWay
    • February 3, 2021

    Hi Grzegorz,
    Is there any update on this. We have the exact same issue that was initially described by Nick. We slogged through it for the entirety of 2020, and now in 2021 our Sales team is on the verge of revolt. As of today are there any new solutions for Talk and Voice to play nicely together? Please let us know.

    G
    • Grzegorz13
    • February 5, 2021

    Hi Patrick,

    Thanks for following up with us on this one.

    We cannot give you an accurate release date at this time for a unified Zendesk Voice capability between Support and Sell, but we are actively working on it. It is not a small project, though, so we don’t anticipate the solution will be released in the next 9 months.

    Aircall is an option that works with both Support and Sell in the immediate term, and we are also actively working with a number of other CTI providers and expect to have additional options available this quarter.

    If you'd like to take a look at the Aircall integration option please navigate to the app's page here - https://www.zendesk.com/apps/sell/aircall-for-sell/

    Thanks for your patience and understanding, we greatly appreciate it.

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

     

    Liam22
    • Liam22
    • September 23, 2021

    Hi Grzegorz,

    It's nearly 9 months since your comment, when is this looking to be released?

    Thanks, Liam

    G
    • Grzegorz13
    • September 28, 2021

    Hi everyone,

    I wanted to provide an update on where things are at.

    Integrating VoIP functionality between Sell and Support is still an item on our long-term roadmap, but as mentioned before, being the huge project that it is, it should not be expected just yet or within the next couple of quarters. I realize this will be frustrating for those of you who are waiting for it and I can only ask for your understanding and a bit more patience while we work on delivering on that.

    However, in the meantime, we have released a Computer Telephony Integration toolkit for Sell, which our partner - CDC - has built a robust telephony connector on, and we continue to work with other CTI providers to increase your options for third-party integrations. Most recently, this has resulted in the release of a new Vonage Contact Center integration app for Sell. You can find all telephony integrations in our Apps Marketplace.

    Thank you again for your feedback and following up with us in regards to this project. We greatly appreciate your continued interest and will do our best to satisfy your requirements.

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