Using solutions that connect your systems together, such as VoIP apps integrated with Zendesk Suite, allows your service desk workers to properly support customers without wasting time.
Using VoIP, your staff can communicate with customers by phone, live chat, or video while sharing files at the same time. Pair VoIP with Zendesk, and all that call data gets filed away automatically so your agents can focus on the most important thing—the customer.
Integrations between VoIP services and Zendesk typically includes the following features.
Click-to-dial from existing customer ticket or contact info
Popup showing who’s calling and—if the information exists—why they’re calling
New ticket automatically created for each customer interaction
Real-time, exportable call statistics for every customer
Zendesk helps businesses achieve things like the following:
Enhanced productivity as time-consuming customer interactions become automated and streamlined.
Better customer interactions because mundane tasks, such as call notes, are automated so that agents can focus completely on the customer.
Higher ROI: According to a 2017 study commissioned by Zendesk on the economic impact of its software on seven companies ranging from 15 to 350 customer-support agents, these companies benefited by an average of $180,000 per year by using Zendesk. This was due to factors like increased efficiency and improved customer retention, as well as avoiding the licensing and maintenance costs of previous software.
The best VoIP provider with Zendesk integration is…
Dialpad is our top pick for VoIP Zendesk integrations. Its seamless integration and clean interface make it an unobtrusive and intuitive addition to your Zendesk system. Dialpad also provides time-saving AI-driven features, including call transcription, and provides an in-depth analytics dashboard to improve workflow.
Our Top Picks for the Best VoIP Providers with Zendesk Integrations
1. Dialpad with Zendesk Integration
Features
Receive and place Dialpad calls and messages from Zendesk
Automatically log calls and create new support tickets in Zendesk
Connect customers in Dialpad to existing Zendesk records
How it works
Install the Dialpad app into Zendesk via the Zendesk Marketplace, then enable Zendesk in the Dialpad administration settings.
Pricing
Zendesk integration is available on Pro Dialpad plans ($30/user/month) and on Enterprise Dialpad plans. Enterprise pricing is available on request.
Dialpad for enterprise
Dialpad Enterprise promises 100% uptime and priority live agent support. Enterprise features include provision for unlimited office locations, unlimited ring groups (departments), and Azure AD SSO integration.
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2. Mitel with Zendesk Integration
Features
Tight integration unifying voice and customer data
Customizable, browser-based softphone embedded within the Zendesk application
Excellent technical documentation and user guides
Highly scalable to large numbers of users
How it works
Mitel for Zendesk can be set up by first installing the Mitel Application Licensing Server onto a MiVoice Connect customer’s Headquarters server, then installing a Mitel integration app through the Zendesk Marketplace. Mitel provides comprehensive instructions for advanced configurations and Zendesk Softphone installation and configuration. It is worth noting that you cannot use Zendesk alongside Mitel’s MiCloud Connect AD integration.
Pricing
Mitel offers advanced third-party integrations with its Premier and Elite plans, with prices starting from $32.39 per user per month.
Mitel for enterprise
Mitel offers enterprise solutions for businesses and provides systems that scale to 65,000 users. Pricing and further information are available on request by calling the Mitel sales team.
3. GoTo Connect with Zendesk Integration
Features
Provides incoming call notifications
Searches caller ID within Zendesk to return relevant customer records
Allows you to create notes and schedule follow-ups easily
How it works
GoTo Connect can be connected to Zendesk using the Zendesk Marketplace App.
Pricing
Advanced integrations, such as Zendesk, are available with GoTo Connect’s Standard and Professional plans, which cost $29 and $43 per user per month, respectively, when billed annually.
GoTo Connect for enterprise
GoTo Connect does not have a dedicated Enterprise package. However, the Premium plan does provide some of the features you’d expect to find in an Enterprise package, for example, call analytics, call monitoring, and supervisor tools to monitor and manage calls.
Check out our GoTo Connect review
4. Nextiva with Zendesk Integration
Features
Click-to-call to accelerate workflow
Screen Pop feature allows incoming calls to pop onto your screen, with only one click needed to retrieve the customer’s record in Zendesk.
How it works
Nextiva can be integrated into Zendesk using a desktop application, an extension installed into your web browser, or through the Zendesk App Marketplace.
Pricing
Zendesk integration does not come as standard with any of the Nextiva plans but is available upon request at no additional charge with the Professional and Enterprise licenses. Nextiva’s Professional plan is $22.95/user/month, while Enterprise comes in at $32.95/user/month when billed annually.
Nextiva for enterprise
Nextiva Enterprise offers additional features such as unlimited participants on voice and video conferencing, call and video conference recording, voicemail transcription, and single sign-on options.
5. Aircall with Zendesk Integration
Features
Seamless Zendesk integrations allow all customer communications to be managed in a single location
Logs all your call information, with data automatically available within Zendesk
Automatic support ticket creation, including personalized ticket assignment rules
How it works
The Aircall phone system integrates directly with Zendesk through the Aircall dashboard and in Zendesk using the Zendesk App Marketplace.
Pricing
Zendesk integration is included in all Aircall plans, with plans starting at $30/user/month for the Aircall Essentials plan when billed annually.
Aircall for enterprise
Aircall offers a custom, rather than an enterprise, plan. Pricing is available on request and includes all the features of its Professional plan plus unlimited calls worldwide, custom analytics and onboarding, and access to API developer support.
6. Vonage with Zendesk Integration
Features
- On-screen notifications
- Auto-logging of calls matched to an existing Zendesk contacts
- Mobile syncing
- Real-time call statistics
How it works
Using Vonage’s gUnify connector, Zendesk operates on your employees’ computers as a Chrome browser extension. Like other Vonage integrations, the Zendesk integration works in the cloud, with no need for any desktop installations. This ensures users can move around unconstrained while Zendesk does its job in the background.
Pricing
For SMBs, Vonage Business Cloud offers 3 pricing packages: Mobile, Premium, and Advanced. Premium and Advanced customers qualify for third-party integration including Zendesk, starting from $29.99/month per user, plus taxes and fees. Prices for Vonage Enterprise are provided on request.
Vonage For Enterprise
Vonage Enterprise is a private, managed, fully scalable system that comes in 3 tiers: Basic, UC, and Plus. It includes the remarkably powerful Omnichannel Contact Center, a unified communication system that integrates your voice call center with chat, email, and other modes of communication. With it, Vonage integrates all of your communications technology into its cloud-based applications, allowing your teams to access Zendesk and other tools on one unified interface.
For a deeper look at Vonage Business check out this Vonage review.
7. RingCentral with Zendesk Integration
Features
- Make and receive calls using click-to-dial from within Zendesk.
- View matching client record for incoming calls with instant screen pop-up.
- Automatically post Zendesk ticket notifications to RingCentral app conversations
- Review received, missed, and outbound calls
- Create tickets for every text, fax, voicemail, or missed call
How it works
RingCentral for Zendesk works within your business’s Zendesk account, and there’s no need to download any software. Supported browsers include Chrome 30 or above, Firefox 25 or above, Safari 6.0.5 or above, or Internet Explorer 10 or above.
RingCentral for Enterprise
Zendesk integration is only available with RingCentral’s enterprise-level packages, Premium and Ultimate. These packages include integration with Zendesk, as well as Salesforce and Desk.com. They include a number of other features for large businesses, including custom app development and deployment, as well as multi-site support.
Pricing
The Premium and Ultimate plans range between $34.99 to $49.99 per month per user.
New customers can try RingCentral with a 15-day free trial.
For a deeper look at RingCentral check out this RingCentral review.
8. 8x8 with Zendesk Integration
Features
- Manage customer interactions from a single screen within Zendesk desktop via chat, email, or phone
- Real-time access to customer tickets and history
- Consolidated reporting and administrative info on each customer
How it works
8x8 Zendesk service is available through Zendesk’s 8x8 Virtual Office app.
Pricing
Uniquely, 8x8 integrates with Zendesk with all of it’s 3 packages, as long as you also subscribe to Zendesk Partner Edition, starting from $9 per agent per month.
8x8 for Enterprise
8x8 offers the V8 Edition, designed for large, global businesses. Like the other packages, V8 includes Zendesk integration. But unlike the other packages, which are designed for small to medium businesses, the V8 package includes an inbound and outbound contact center plus “virtual office analytics” with real-time and historical information on all extensions and devices within your organization.
For a deeper look at 8x8 check out this 8x8 review.
9. MegaPath with Zendesk Integration
Features
- Click-to-dial on any page
- Caller info displayed on screen pop-up
- Inbound and outbound calls get logged automatically
- Easily take notes on any page in your browser
How it works
The MegaPath Connector is a simple plug-in that can seamlessly connect MegaPath Hosted Voice with Zendesk in a matter of minutes.
Pricing
The 2 larger of MegaPath’s pricing packages—MegaPath Premium Business (starting at $24.95 per user per month) and MegaPath Enterprise (starting at $39.95 per user per month)—integrate with Zendesk.
MegaPath for Enterprise
Megapath Enterprise includes unlimited nationwide and global calling, plus more than 50 additional calling features ranging from call logs, line-status monitoring, and visual voicemail to call barge-in, for when a supervisor needs to take over a call.
For a deeper look at MegaPath Business check out this MegaPath review.
10. OnSIP with Zendesk Integration
Features
- Pop up notifies agents of incoming calls
- For all new inbound calls, ticket created automatically in Zendesk interface
- Real-time access to all tickets
How it works
To integrate OnSIP with Zendesk, simply download the free OnSIP Call Assistant to Chrome.
Pricing
OnSIP has a different pricing structure than its competitors in that there is only one baseline plan. It costs $18.99 per month per user in its most basic form, and then you pay extra for additional features such as Zendesk integration. To find out how much Zendesk costs your business, contact OnSIP directly.
OnSIP for Enterprise
Given its unique pricing structure, OnSIP does not offer a specifically enterprise-level plan. However, with all of the features and integrations it makes available, OnSIP can answer to the needs of enterprise companies.
For a deeper look at OnSIP check out this OnSIP review.
Why VoIP with Zendesk?
Using VoIP, your staff can communicate with customers by phone, live chat, or video, and share files back and forth at the same time. Team VoIP together with Zendesk integration and all that call data gets filed away automatically so your agents can focus on the most important thing—the customer.
Integration between VoIP and Zendesk typically includes the following features:
- Click-to-dial from existing customer ticket or contact info
- Popup showing who’s calling and—if the information exists—why
- New ticket created for each customer interaction
- Real-time, exportable call statistics for every customer
Zendesk helps businesses achieve things like:
- Enhanced productivity: As time-consuming customer interactions become automated and streamlined.
- Better customer interactions: Since mundane tasks, such as call notes, are automated, agents can focus completely on the customer.
- Higher ROI: According to a 2017 study commissioned by Zendesk on the economic impact of its software on 7 companies ranging from 15 to 350 customer-support agents, these companies benefited by an average of $180,000 per year by using Zendesk. This was due to factors like increased efficiency and improved customer retention, as well as avoiding license and maintenance costs of previous software.
How to Choose the Right VoIP Provider
These are some of the things to look out for when choosing a VoIP provider for your sales and customer support teams.
- Call experience: With high-quality sound and minimal latency (delays), you shouldn’t experience delays of more than 150 milliseconds (15/100ths of a second), which is almost completely unnoticeable. (Note that call quality can also be affected by the bandwidth provided by your internet provider, and your hardware, such as routers and hardphones).
- Mobile integration: With good mobile VoIP, your sales reps can make calls from the company directory, listen to voicemail, record calls, and participate in conference calls from anywhere.
- Enterprise packages: With tailor-made services and a plethora of functionalities, if you can dream it, they can probably make it happen.
What Are Some Important Features of Zendesk?
Zendesk’s customer relationship management software provides a unified system for managing the sales and support processes in your business through several key features.
Cloud-based service
As a cloud-based service, Zendesk requires no additional hardware to run and has no installation and upgrade procedures to worry about. Moreover, the addition of Zendesk VoIP integration makes it easy to provide 24/7 customer support by adding a team of remote workers or sending support requests to offices in other time zones.
Cohesive ticketing system
Zendesk’s ticketing system provides an easy way to create and manage customer service tickets, with the option to customize ticket fields and automate actions for common tasks.
Multi-channel communication
By seamlessly connecting multiple channels, Customers receive consistent service across all platforms. For example, if a customer has previously sent an email before calling, the Zendesk phone integration will identify the customer’s records, allowing the agent receiving the call to refer back to the email rather than asking the customer to repeat themselves.
Integration with third-party platforms
ZenDesk VoIP Integration is a key feature of the service. It allows calls to be properly tracked and call analytics to be collected to improve workflow efficiency. VoIP aside, Zendesk also integrates with many other productivity tools, such as Trello, a visual collaboration tool.
The Bottom Line
When you combine one of these top-notch VoIP providers with Zendesk integration, you truly get a combination that is worth more than the sum of its parts. Just considering the ability to keep automated digital records of conversations—audio as well as auto-transcribed—makes this combination a winner. Add to that that the prices of VoIP services are actually cheaper than old-fashioned phones, and add to that all of the other features and integrations available, and you’ve got yourself the no-brainer of the century.
Phillip Richardson writes for Top10.com as a tech writer with 13+ years of experience in IT. He holds a BSc in Audio and Music Technology and a PhD in Acoustics from Anglia Ruskin University. His career includes roles as Laboratory IT Manager at the University of Cambridge, Linux Engineer on a British Atlantic Survey expedition, and IT Officer at Newnham College.
