Zendesk and other ticketing platforms operate best when agents have all of the contact centre tools they need directly on their screen, without having to switch between apps. Helpdesk staff can handle high call volumes more efficiently and increase first call resolution with Zendesk integration.
Agents can access screen pops for incoming calls after integrating with our cloud telephony systems, allowing them to greet each caller with a customised greeting.
Agents work within the Zendesk software and have full access to information about open tickets as well as the ability to edit the customer enquiry while on the phone.
Following the integration of cloud telephony systems, each call is identified by the caller number, and information about that ticket is retrieved. Calls are automatically assigned to tickets by the system.
Agents may contextualise interactions to better engage consumers and handle issues faster. During the call, they can see the caller’s information on the pop-up page and make outbound calls from the Zendesk app.
Callers can enter a ticket number on IVR and hear the status without speaking to an agent conducted on the basis of rich APIs between Zendesk and CloudAgent.
Enable CRM integration between Callifony and Zendesk to build a solid network of loyal customers. Respond to client requests quickly by using a single screen that contains all of the customer’s information. To boost client satisfaction, provide customer service that is available 24 hours a day, seven days a week, with personalised responses. The following is a typical flow of the procedure:
Let your sales team focus on strategy and engagement rather than dialing. Our Ozonetel CloudAgent dialer will make calls on the agent’s behalf. When a lead picks up, a call pop is shown to the agent with details about the lead. The agent can then answer the call and add notes to the call, all within Zoho.
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Computer telephony integration combines voice’s offline experience with computers, providing it all of the benefits of the digital world. This includes:
Cloud telephony integrations should be considered by companies who place a high value on providing service over the phone. It enables them to bring an older technology, which many people still prefer, into the digital age. This expands the capabilities of the telephone, ensuring customer pleasure and increasing the impact of phone customer service.