Zendesk’s a browser-based product comes with feature-rich call center analytics software. The analytics tools give agents and managers in-depth insight into their average hold and wait times, abandoned calls, and much more. Zendesk supports voicemail transcription and call recording, and it even offers a free plan.
Key Features
Free lite plan
Sophisticated workflow management
Customizable chat badges
Top-ranked customer service software
Strengths
Multi-level IVR software
Call blocking and conference calling
Easy to set up and configure
Option to create diverse canned responses
Proactive chat option
Weaknesses
Callback from queue feature not available with all plans