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Cloud Services Feature
Cloud computing has often been touted as the technology of the future. However, in Australia, where the vast majority of businesses fall into the small to medium range, the Cloud is the technology of right now.

The last thing SMEs need to worry about is capital expenditure on infrastructure for hardware and software, as well as the considerable cost of maintaining software compliance. The burgeoning market for Cloud Services has finally come into its own, with Australia leading the way in adoption.

Zendesk Voice puts call centres in the cloud

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Customer service specialist Zendesk has added to the range of services it offers to Australian clients - Zendesk Voice provides call centre capabilities as a cloud service.

Offered as a supplement to the Zendesk customer service platform, Zendesk Voice expands the channels available to include telephony as well as email, web forms, online chat, Facebook and Twitter.

Since it is a cloud-based service, Zendesk Voice can be set up very quickly, requires no additional hardware (other than a headset or similar device), and is charged according to use.

Calls cost 1.3c/min to voicemail, 1.6c/min to a browser, or 6.3c/min if delivered to a fixed line or mobile phone in Australia.
Calls are recorded, transcribed (for an extra 5c/min), and linked to tickets. Recordings are available to customers as well as the organisation.

"Zendesk Voice fully integrates phone conversations and messages in the world's leading customer service platform," said Michael Hansen, vice president and managing director for Zendesk, Asia Pacific.

"Through Zendesk Voice, agents can resolve issues quickly and easily and companies can provide faster, more effective and cost-efficient customer care," he added.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences, a PhD in Industrial and Business Studies, and is a senior member of the Australian Computer Society.

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