Call Quality Issue: Browser-Based Zendesk Talk Does Not Suppress Background Noise

Hi Team Zendesk Talk,

We would like to formally raise a concern regarding the current performance of Zendesk Talk Professional, specifically its handling of microphone background noise suppression during customer calls.

A professional call centre environment consists of multiple agents assisting customers simultaneously from a shared workspace. Even when agents are seated appropriately and equipped with quality headsets, some level of background conversation is inevitable. It is therefore expected that a modern cloud telephony solution will effectively isolate the speaking agent's voice and suppress surrounding conversations to deliver a clear and professional calling experience.

Unfortunately, this is not the experience we are having with Zendesk Talk Professional.

We have received repeated feedback from customers who can clearly hear conversations from other agents seated just a few feet away during calls. Despite maintaining appropriate spacing between workstations, these background conversations are still being transmitted to customers, negatively impacting call quality and the overall customer experience. This becomes even more concerning when customers are discussing sensitive matters or are already distressed, as they expect a private and uninterrupted conversation with the agent assisting them.

To address this, we invested in professional-grade Logitech H390 headsets equipped with noise-cancelling microphones. These same headsets perform exceptionally well in Microsoft Teams, where surrounding conversations are effectively suppressed and only the speaking agent's voice is transmitted. However, when using Zendesk Talk Professional, the same level of microphone noise suppression is not achieved, resulting in nearby conversations being clearly audible to customers.

Based on our testing, it appears that Zendesk Talk is not effectively utilising the microphone noise suppression capabilities available in modern business headsets. This has a direct impact on call quality and the overall customer experience.

Since voice communication is the primary purpose of Zendesk Talk, audio quality should be one of the platform's highest priorities. Background noise suppression is no longer an optional enhancement—it is an essential capability expected from any enterprise-grade contact centre solution.

We respectfully request that the Zendesk Product and Engineering teams investigate this issue and consider the following improvements:

• Improve compatibility with professional USB headsets and their built-in microphone noise suppression technologies.

• Enhance audio processing so that Zendesk Talk better isolates the speaking agent's voice while reducing surrounding office conversations.

• Consider implementing advanced AI-powered background noise suppression comparable to that offered by other leading communication platforms.

• Keep customers informed of any investigations, planned enhancements, or roadmap updates relating to call audio quality.

This feedback is intended to highlight an issue that directly affects the customer experience and the effectiveness of Zendesk Talk as a professional telephony solution. We hope this concern receives the attention it deserves and that improvements to call audio quality become a priority for future releases.

We appreciate the continued development of Zendesk Talk and look forward to seeing enhancements that provide the level of call quality expected from a modern contact centre platform.