Thanks to an agreement with Twilio, Web-based Help Desk service provider ZenDesk now offers its customers pay-as-you-go access to a”cloud-based” contact center for 5 cents per minute. This is a deeper integration than an earlier use of Twilio to use SMS-based text messaging to the trouble ticket workflow. It strongly resembles ZenDesk’s use of Ifbyphone’s service cloud so that calls to a company’s Help Desk can be routed to the proverbial “next available agent.”
The service is described in more detail here. In addition to call routing and queuing, the system can capture and transcribe voice messages, record calls or let callers leave a message. Local numbers are available in the U.S. and Canada, but the opportunistic ZenDesk promises more countries to be added as demand builds.
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