Voice solutions

Why voice support creates operational challenges

Phone and ticketing systems don't connect

Calls happen in one system. Tickets live in another. Agents manually log everything. Customer context gets lost between channels.

No visibility into call quality or performance

You know how many calls came in, but not why customers called, how long issues took to resolve, or which agents need coaching.

High costs with unclear ROI

Phone support is expensive. Legacy systems charge per user, per minute, per feature. And you can't easily measure what you're getting for it.

Rigid routing and limited flexibility

IVR trees are hard to change. Skills-based routing requires vendor support. Adding remote agents means buying more hardware and licences.

1. Zendesk Talk implementation

Native Zendesk voice solution. Calls become tickets automatically. Full customer history visible during calls. Simple setup for teams already on Zendesk.

2. Third-party voice integrations

Connect existing phone systems to Zendesk. Keep your preferred voice provider while gaining ticket integration.

3. IVR design & optimisation

Build call routing that actually helps customers. Clear menu options. Smart skills-based routing. Callback options when wait times are high.

4. Call analytics & reporting

Track call volume, wait times, handle time, resolution rates, and customer satisfaction. Combine voice metrics with digital channel data for unified reporting.

5. Voicemail & callback workflows

Let customers leave messages or request callbacks instead of waiting on hold. Convert voicemails into tickets with automated routing and follow-up.

6. Quality monitoring & coaching

Record calls for quality reviews. Build scoring frameworks. Use insights to coach agents on tone, efficiency, and problem-solving.

7. Omnichannel voice strategy

Design service operations where voice fits alongside chat, email, and self-service. Route customers to the right channel based on issue complexity and urgency.

The result is not just phone support. It's integrated voice service.

Discover the full range of call centre solutions that we offer

We're certified and experienced with leading voice platforms. You choose the technology that fits your needs—we handle the implementation and integration.

Recommended

Zendesk Talk

Call and limited text-messages options

Embedded in the web widget

No possibility to use extensions

Cost per inbound and outbound call

No integration with other CRMs

Speak directly to customers and offer personalised solutions to complex problems.

zendesk-01

€ 30/user Included in Suite packages

Want to know about Zendesk Suite?

Explore Zendesk

Aircall

Free Trial / Max 60 Days

Call and limited text message options

Essential telephony features including IVR, call recording and click-to-dial

1000 outbound min / user / month domestic*

Unlimited simultaneous outbound calls

Send and receive SMS

Standalone & mobile app

Integration with other tools like Hubspot, Zendesk, Salesforce, Magento, Shopify, Slack, Salesforce, etc.

Transform customer experiences with the IT-approved cloud call centre solution for sales and support teams.

€ 30/user

Want to know about Aircall?

Start a free trial

Voice solutions we've implemented

"Suddenly our contact centre had to work from home. Premium Plus got straight to work, set up the integration, and our agents were working from home just like in the office. It was incredible. Talk about professionalism and customer service!"

Koen Reyniers, Operations Director
Edenred

98.3%

Connected rate

Edenred

94%

One-touch tickets

Openly

96%

CSAT

Openly

Agents see full customer history during calls

Real-time and historical call analytics

Lower costs with cloud-based voice solutions

Calls automatically convert to tickets with context

Flexible routing without vendor lock-in

Quality monitoring and coaching capability

Should we use Zendesk Talk or integrate a separate phone system? Zendesk Talk is simpler and fully integrated, great for small to mid-sized teams. Separate systems like Aircall or Talkdesk offer advanced features (call recording, advanced IVR, quality monitoring) but require integration work. We help you evaluate based on team size, budget, and feature needs.

Can we keep our existing phone numbers? In most cases, it is possible to keep existing numbers, but depends on local regulations in your country. The process takes 2-4 weeks depending on your carrier and location. We coordinate the porting process to minimise disruption.

How long does voice implementation take? Basic Zendesk Talk setup takes 1-2 weeks. Integrating third-party voice systems takes 3-4 weeks. Full migrations from legacy systems take 6-8 weeks including testing, training, and cutover planning.

Can remote agents take calls? Yes. Cloud-based voice solutions work from anywhere with internet. Agents use softphones (apps on their computer) or forward calls to their mobile devices. No physical phone hardware needed.

Still drowning in tickets? You don't need more agents, you need better structure

Phone support feels outdated, expensive, and hard to measure. But your customers still call when things matter.

Why voice support creates operational challenges

Phone and ticketing systems don't connect

No visibility into call quality or performance

High costs with unclear ROI

Rigid routing and limited flexibility