Call forwarding software
Empower your call center team with the flexibility to handle calls from their browser or phone and route callers to the right place every time. Try call forwarding software that’s quick to set up, easy to use, and fully customizable to meet your needs.
What is a call forwarding service?
Última actualización en August 16, 2024
A call forwarding service is a phone system feature that automatically redirects incoming calls to another phone number or device, ensuring that calls are answered promptly, even if the intended recipient is unavailable. Call forwarding services can also redirect calls at certain times or days to specific locations to consolidate service providers or establish a local presence. The software often includes features such as customizable forwarding rules, voicemail options, intelligent call routing, and call analytics. It helps improve customer service by reducing missed calls and ensuring seamless communication.
Get more than just call forwarding with Zendesk
Call forwarding is just one feature in our complete, fully integrated call center software solution. With Zendesk, you’ll have everything you need to provide fast, personalized, and seamless customer experiences—whether you’re managing both inbound and outbound call centers or an omnichannel contact center.
Maximize efficiency with software that’s easy to use and scalable
Use Zendesk automation to scale operations.
Zendesk empowers your business to operate at peak efficiency with user-friendly, scalable software. Our call center software is designed specifically for customer service, minimizing training time and getting your team up and running quickly.
With out-of-the-box functionality, you can start providing exceptional call center experiences from day one, without the hassle of configuring complex systems. Plus, Zendesk integrates efficiency and automation seamlessly, ensuring it grows alongside your business and customer base.
Get callers to the right place with call routing and transfers
With Zendesk, you can ensure calls always get to the right agent or department with efficient call transfers and routing. Automatically direct callers to the most qualified group based on skill set, location, or request type.
Our interactive voice response (IVR) systems enhance efficiency and reduce wait times by providing recorded responses to FAQs, scheduling callbacks, and allowing callers to switch from a live call to a text message.
Automate call management with IVR software.
Get more flexibility with customizable contact center software
Create a modern contact center with integrated voice software.
Our call center software is open and flexible, offering numerous no-code integrations available in the Zendesk Marketplace. These integrations allow call center teams to customize the solution to meet their unique needs effortlessly.
Our cloud-based solutions provide agents with the flexibility to manage calls from anywhere, whether they are in a traditional call center setting or working remotely.
Zendesk also enables businesses to tailor call handling with customizable call forwarding rules. This ensures efficient call routing based on agent availability, business hours, or specific customer requirements.
Unify conversations for a better customer experience
The Zendesk omnichannel Agent Workspace empowers agents to ditch the juggling act. They can handle calls, voicemails, and texts in the same space where they manage emails, chat, and social messaging, boosting efficiency. From the Agent Home, users can filter tickets by status and channel, manage SLAs, and view performance stats.
Agents can easily access customer profiles, including purchase history, previous tickets, and communication history, within a single interface. This holistic view enables agents to understand customer needs and preferences, allowing for personalized and empathetic interactions.
Centralize communication with the Agent Workspace.
Streamline processes with automatic ticket creation and call recording
Organize requests with an omnichannel ticketing system.
When you receive a call, Zendesk automatically generates a ticket, capturing essential details such as the caller's information, call duration, and timestamp. This ensures that every customer interaction is logged and tracked without manual intervention, reducing the risk of inaccurate or incomplete records.
Call recording captures entire conversations, providing a valuable resource for future reference, training, and quality assurance. These recordings are linked to the corresponding tickets, allowing agents and managers to review the discussions in detail, address issues accurately, and continuously improve service quality.
Boost call review efficiency with generative AI
Zendesk AI-powered voice QA streamlines the evaluation of voice conversations by automatically summarizing calls and transcriptions—which also speeds up call wrap-up times for agents.
AI analyzes 100 percent of your calls across agents, languages, and BPOs. It detects churn risks, response delays, unusual conversations, and missing call recording disclosures, providing crucial compliance insights and identifying key call center training opportunities.
Use AI-powered quality assurance software.
Optimize call center performance with robust analytics
Gain data-driven insights with Zendesk workforce management software.
Zendesk analytics provide granular metrics, empowering you to make informed decisions. With real-time insights into call duration, wait times, resolution rates, and customer satisfaction, managers can quickly identify trends and pinpoint bottlenecks to make swift adjustments.
Workforce management tools reduce overstaffing costs by using AI to predict staffing needs based on your data and automatically scheduling your team. Minimize call center burnout by efficiently managing schedules, providing agents with clear visibility into their shifts, and recognizing top performers.
Operate with a secure and reliable solution
With industry-standard encryption protocols, Zendesk secures voice data during transmission and storage, safeguarding against unauthorized access and data breaches. The platform also complies with global regulatory standards such as GDPR and HIPAA, reinforcing its commitment to customer data privacy.
Additionally, voice software from Zendesk is built on a resilient infrastructure that guarantees high availability and minimal downtime, supported by a 99.95 percent uptime SLA. This reliability ensures seamless communication experiences, allowing businesses to maintain consistent and secure customer service operations.
Learn more about advanced privacy and protection features.
Join more than 100,000 companies that chose Zendesk
Discover the benefits that businesses of all sizes gain by using Zendesk’s modern, integrated voice solution.
Missouri Star Quilt Company
“Zendesk has allowed us a better connection to our customers. It’s given us visibility into who’s talking to us and why they’re talking to us, and it enables us to capture that data and use it to see how we can be better.”
—Wendi Mills, customer service manager at Missouri Star Quilt Company
LimeBike
“There’s not really anything on the market that I can think of that compares to Zendesk. I’m really happy with what we have—Zendesk gives me everything I need to effectively manage my team. The tools that Zendesk provides [help] LimeBike to be the leading smart mobility solution provider with happy riders.”
—Lakeysha Hayes, domestic and international customer service manager at LimeBike
TNG Digital
“We now receive a lot of compliments from our customers, saying: ‘Oh, you know exactly what I want.’ When people call customer service, they don’t need to repeat the issue. It gives the customer some assurance that we know why they called.”
—Cyndi Tan, head of customer experience and services at TNG Digital
Try the Zendesk call forwarding software for free
Zendesk offers the most complete customer service solution for the AI era—our call forwarding software is just the beginning. Teams benefit from generative voice AI tools, real-time analytics, and a user-friendly system that is quick to set up and easy to customize. And with an omnichannel interface, you can provide swift and personalized phone support from the same system that manages all your other channels. See for yourself how easy it is to set up and quickly start forwarding calls with a free trial.
Related phone forwarding guides
Keep exploring the world of phone support software and call centers.