What is Engage Voice?

Engage Voice is an AI-powered voice solution seamlessly embedded within Zendesk, making it easy for your agents to deliver exceptional voice service without switching between tools. Built on Amazon Connect, it offers enterprise-grade reliability, scalability, and security for crystal-clear conversations every time. Engage Voice transforms your voice channel into a powerful driver of customer satisfaction and loyalty—helping you exceed customer expectations at every touchpoint.

Key Features That Transform Voice CX

• Real-Time Sentiment Analysis: 
  
  • Detect customer emotions to resolve issues faster.
• Automated Transcription: 
  
  • Instant call summaries for accurate documentation.
• Voice AI and Automation: 
  
  • Smart IVR, call deflection, and multi-modal support that empower customers to self-serve while freeing agents for high-value interactions.
• Pause/Resume Recording: 
  
  • Maintain compliance without disrupting workflows.
• Proactive Outreach: 
  
  • Keep customers informed before they need to reach out, with a predictive dialer that maximizes efficiency and ensures every call counts.
• AI-Powered After-Call Work: 
  
  • Automates repetitive post-call tasks to reduce agent workload and speed up resolutions.

With Engage Voice’s powerful features, your agents can focus on what matters most

— delivering exceptional experiences

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What Success Looks Like With Engage Voice for Zendesk

Faster Call Resolutions

Reduce average handling time (AHT) by automating repetitive tasks and empowering agents with real-time insights

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Higher Customer Satisfaction

Proactive engagement and crystal-clear conversations lead to improved CSAT and stronger customer loyalty

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Increased Agent Productivity

AI-powered tools like automated after-call work and sentiment analysis help agents focus on what matters—solving customer issues

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Scalable For Growth

Seamlessly grow from small deployments to enterprise-wide solutions without losing performance or reliability

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Proven ROI

Outbound efficiencies, reduced churn, and faster resolutions deliver tangible cost savings and revenue growth

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It’s not just about improving CX metrics—empower your entire organization to exceed customer expectations every time

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Addressing Your Biggest CX Challenges

Common CX Pain Points and How Engage Voice Solves Them

• Disconnected CX Platforms mean that customers repeat themselves and agents have to constantly switch between tools
  
  • Unified voice and digital channels within Zendesk’s UI
• Long Call Handling Times due to Inefficient processes that lead to frustrated customers
  
  • AI-driven after-call work reduces manual tasks
• No Real-time Call Insights leads to missed opportunities to resolve issues faster
  
  • Real-time sentiment analysis empowers agents to adjust live calls
• Outdated Voice Platform leads to scalability and reliability issues during call surges
  
  • Amazon Connect-powered platform ensures elastic scalability

We address your biggest pain points by turning voice into a proactive, seamless part of your customer journey

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