Embedded CXone Agent Console Integrated with Zendesk
About Frontline Agent Console for CXone
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing)
Frontline Agent Console for CXone is designed to seamlessly embed the NICE CXone Agent interface within Zendesk.
As soon as an agent receives a call through CXone, the app searches the Zendesk database for the caller's phone number or another metric (please contact us for customized searches). If a match is found it will open an existing ticket, create a new ticket, or display the user page depending on the settings you choose.
Features:
- Support for NICE CXone channels such as voice, chat, email, voicemail, and work items.
- Transfer and conference contacts to other agents, skills, or external destinations.
- Automated Outbound dialing (Personal Connection)
- Support for CXone's dispositions and marquees.
- Automatic Zendesk account search via phone number / ticket creation / user creation.
- Custom Field Mapping can memorialize CXone contact details into ticket fields, and comments.
- Automatic Call Log creation and access from Zendesk tickets.
- 24/7 Support, as well as ongoing maintenance and product updates.
Installation
IMPORTANT: Frontline Services will help you set up and install FAC. Please contact us [email protected] or call 1-800-417-6542.
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