The CDC Platform integrates Asterisk telephony systems with Zendesk, enabling automatic screen-popping of customer records, tickets, and user data to agents' Zendesk sessions based on incoming call information. The integration supports two-way data synchronization between Asterisk and Zendesk, allowing call data to be updated and shared across transferred or conferenced calls, and can connect to third-party databases and web services. This benefits contact centers using Asterisk that need to display relevant customer context to agents during calls and maintain data consistency across their telephony and support systems.
Vendor Description
Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing
The CDC Platform with Zendesk and Asterisk telephony connectors provides integration between your Asterisk telephony system and your Zendesk environment. The platform supports searching, displaying, and creating Zendesk items based on the call data associated with a voice call. Leverage the information collected within your IVR, Voice Portal, ACD, databases, and web services to 'Screen Pop' the agent's Zendesk session with new or existing Zendesk users, tickets, and more.
The integration provided by the platform is two-way and supports the updating of the call data within your Asterisk telephony system and other contact center systems with Zendesk data. This enables Zendesk user and ticket data located or created during the existing call to be made available to other agents that may handle the call via transfer or conference. The platform also supports connectors to many 3rd party applications, platforms, databases, and web services enabling data to be easily shared between these systems and your Asterisk telephony environment.
Installation
A CDC Platform implementation, due to the complex nature of most enterprise customer's telephony environments, requires an initial discovery session with the customer to gather information about the customer's existing telephony system. On completion of the discovery session conference call, the platform will be configured with the rules required to enable the desired behavior and deployed within the customer's premise, cloud, or hybrid environment. Typical installations are completed within 2-3 weeks.
All current Asterisk platforms are supported.
Get more information at CDC Software or by email request to [email protected]
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