Zendesk Adds A Twilio-Powered VoIP System To Cloud-Based Customer Support PlatformSeptember 12, 2011
by Leena Rao
Customer support startup Zendesk is unveiling Zendesk Voice, a cloud-based call center that integrates with the startup’s popular help-desk platform. Launched in 2008, Zendesk offers a web-based, SaaS-delivered help desk/support ticketing application that gives companies a simple way to manage incoming support requests from end customers.
Powered by Twilio, Zendesk Voice is a VoIP system that adds a call center to customer support. Businesses can set up a phone number and have incoming calls available in the Zendesk interface. And similar to Google Voice, Zendesk Voice will transform voice conversations and messages into transcripts and are embedded into Zendesk tickets. Customers are also able to listen to their previous phone conversations through the system.
Currently, Zendesk Voice is available in the U.S. and Canada, with international availability late in 2011. Calls placed to the system are billed at 5 cents per minute, with no additional upfront costs.
To date, Zendesk has added more than 10,000 customers and offers both plans for small businesses and enterprise companies. To date, Zendesk has raised $26 million to date from Matrix Partners, Benchmark Capital and Charles River Ventures.