Ratings and Reviews 0 Ratings

Total 0 out of 5 stars
ease 0 out of 5 stars
features 0 out of 5 stars
design 0 out of 5 stars
support 0 out of 5 stars

This software has no reviews. Be the first to write a review.

Write a Review

Ratings and Reviews 1 Rating

Total 4 out of 5 stars
ease 5 out of 5 stars
features 5 out of 5 stars
design 4 out of 5 stars
support 4 out of 5 stars

Alternatives to Consider

  • Zendesk Reviews & Ratings
    4.3 out of 5 stars 8,616 Ratings
    Company Website for Zendesk
  • RemotePeople Reviews & Ratings
    4.6 out of 5 stars 986 Ratings
    Company Website for RemotePeople
  • ALMobile Reviews & Ratings
    4.3 out of 5 stars 29 Ratings
    Company Website for ALMobile
  • Connecteam Reviews & Ratings
    4.6 out of 5 stars 10,769 Ratings
    Company Website for Connecteam
  • Bridgit Reviews & Ratings
    4.7 out of 5 stars 80 Ratings
    Company Website for Bridgit
  • Resource Guru Reviews & Ratings
    4.6 out of 5 stars 1,056 Ratings
    Company Website for Resource Guru
  • Monitask Reviews & Ratings
    4.8 out of 5 stars 358 Ratings
    Company Website for Monitask
  • TriNet Reviews & Ratings
    4.2 out of 5 stars 1,994 Ratings
    Company Website for TriNet
  • Careerminds Reviews & Ratings
    4.9 out of 5 stars 46 Ratings
    Company Website for Careerminds
  • ClickUp Reviews & Ratings
    4.6 out of 5 stars 19,572 Ratings
    Company Website for ClickUp

What is Zendesk Workforce Management (WFM)?

Zendesk Workforce Management (WFM) is an advanced AI-powered workforce optimization tool designed to enhance customer support operations through accurate staffing forecasts, automated scheduling, and real-time agent performance tracking. Using historical data analysis, Zendesk WFM predicts staffing needs across different timeframes—daily, monthly, or seasonally—helping organizations reduce overtime costs and maintain optimal service levels. The platform automates the complex task of creating agent schedules, allowing for personalized shift management that saves time for managers and agents alike. Real-time activity tracking and comprehensive analytics give managers the insight needed to plan, adjust, and optimize workforce deployment effectively. Agents benefit from increased transparency by viewing their tasks in advance, which improves productivity and morale. Zendesk WFM has delivered measurable results for clients such as Sendle, Wyze, and Tembici, including up to a 450% boost in first reply speed, doubled resolution rates, and significant cost reductions. The solution is seamlessly integrated with Zendesk’s customer service ecosystem, enhancing operational cohesion. Additional resources such as workforce planning templates, webinars, and demo videos support users in maximizing the platform’s potential. Zendesk’s AI-driven approach enables businesses to streamline customer support operations, improve team efficiency, and deliver better customer experiences. Overall, Zendesk WFM is ideal for organizations aiming to optimize workforce management in fast-paced, customer-centric environments.

What is Zendesk Talk?

Connect with clients effortlessly through a call center solution that is fully integrated into the Zendesk ticketing system. In an era dominated by email and social media, the traditional phone call continues to be a powerful tool for resolving issues effectively. By offering telephone support, agents can resolve complex problems more quickly and provide personalized assistance tailored to each customer's needs. Streamline these communications with Zendesk Talk, a cloud-based call center application that operates seamlessly within the Zendesk Support platform. This integration allows customer service teams to manage phone calls through the same interface used for all other communication channels, ensuring consistency and efficiency. With the ability to access detailed customer histories, generate tickets automatically, and record conversations, agents can focus on meaningful interactions rather than getting caught up in administrative tasks. Additionally, for quick inquiries and minor updates, employing text messaging can be a valuable complement to voice communications. This text feature not only enables agents to receive messages and automate notifications but also allows for proactive outreach, ensuring that every interaction is documented as a ticket with integrated workflows, analytics, and comprehensive customer insights. By leveraging these combined tools, your team can significantly improve operational efficiency while simultaneously enhancing the overall customer experience. Ultimately, this multi-channel approach fosters deeper connections with clients and contributes to building long-lasting relationships.

Media

Media

Integrations Supported

Zendesk

Integrations Supported

Zendesk
Airbyte
Campaign Monitor
Data Virtuality
Geckoboard
IntraManager
Mailchimp
Quaeris
Rafiki
Slack
Sunshine Conversations
Zapier
Zendesk Chat
Zendesk Connect
Zendesk Explore
Zendesk Gather
Zendesk Guide
Zendesk Sell
Zendesk Sunshine

API Availability

API Availability

Pricing Information

$5.00/month/user
Free Trial Offered?

Pricing Information

$19 per agent per month

Supported Platforms

SaaS

Supported Platforms

SaaS

Customer Service / Support

24 Hour Support

Customer Service / Support

24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Online Training

Company Facts

Organization Name

Zendesk

Date Founded

2007

Company Location

United States

Company Website

www.zendesk.com/service/workforce-management/

Company Facts

Organization Name

Zendesk

Date Founded

2007

Company Location

United States

Company Website

www.zendesk.com/talk/

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Performance Appraisal
Scheduling
Time & Attendance

Categories and Features

Call Center

Call Recording
Call Scripting
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Queue Management
Real-time Chat
Reporting/Analytics

Popular Alternatives

Popular Alternatives

Freshcaller Reviews & Ratings

Freshcaller

Freshworks
5.0 out of 5 stars