Native Noise Canceling

I also have issues with ZD providing noise cancellation using Google Chrome. My coworkers cannot hear the same background noise on Slack or Google Meet that my users can hear while on a call.

Thank you, Eric, Dan, and everyone involved for taking the time to investigate and acknowledge this issue. I sincerely appreciate the efforts made by the Zendesk team and the valuable feedback shared throughout this discussion.

As a contact center, our agents work in a dedicated office environment designed specifically for handling customer calls. While agents are seated with reasonable spacing, some level of background conversation is unavoidable in any operational call center where multiple customers are being assisted simultaneously.

Unfortunately, we are experiencing consistent feedback from customers who can hear nearby conversations during calls. This impacts the professionalism of the interaction and reduces customer confidence, particularly when they are discussing sensitive issues or expressing concerns. Customers expect to have a private conversation with the agent assisting them, and any audible background conversations detract from that experience.

Our organization uses Zendesk Talk Professional, and one of our expectations was that the platform would effectively support professional business headsets with built-in noise-cancelling technology. We have invested in Logitech H390 headsets specifically for this purpose. During testing on Microsoft Teams, the microphone noise suppression performs exceptionally well, with surrounding conversations being effectively filtered. However, when using the same hardware in Zendesk Talk, background conversations remain clearly audible to customers.

This leads us to believe that Zendesk Talk is not fully leveraging the microphone noise suppression capabilities available through modern business headsets. Given that voice communication is the core function of Zendesk Talk, this is a critical area that deserves attention.

I respectfully ask the Zendesk Talk Product Team to continue monitoring this thread and consider prioritizing improvements to microphone processing and headset compatibility. Enabling Zendesk Talk to fully utilize the noise suppression capabilities provided by supported headsets would significantly improve call quality and customer satisfaction for contact centers operating in shared office environments.

We value Zendesk as our customer service platform and are committed to growing with it. Addressing this enhancement would not only improve our own customer experience but would also benefit many organizations worldwide that rely on Zendesk Talk as their primary telephony solution.

Thank you again for listening to customer feedback and for continuing to improve the Zendesk Talk experience.