Zendesk
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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
- Unable to edit a reply once delivered
- Lack of network monitoring