BT Cloud Work

Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).

The BT Cloud Work Application for Zendesk provides seamless integration between Zendesk and your BT Cloud Work services to enable improved customer retention, greater agent productivity, and advanced business processes.

BT Cloud Work provides a complete host of features to address your business needs

Complete cloud-based app

• Use your browser on any platform (Windows®, Mac®); no software installation is needed.
• Make or receive calls through the Zendesk browser without having to leave Zendesk or utilizing the BT Cloud Work phone system all directly from your account within Zendesk.

Increased call efficiency

• With simple click-to-dial from within Zendesk, you can spend more time servicing clients and less time dialing.
• Save time by eliminating misdials.
• Search between Zendesk or BT Cloud Work contacts within the embedded dialer for easy contact outreach

Enhanced customer interaction

• Talk Partner Edition Support: Sync relevant call record data to your contacts and tickets with Zendesk voice comment object support
• Incoming callers are instantly matched to existing client records, which are automatically displayed for easy access
• Tickets are created automatically when a call arrives.

Privacy & Data Usage

BT Cloud Work is committed to protecting customer data and maintaining transparency regarding how information is accessed and used within the Zendesk integration.

Data Access Scope

The integration requests permission to read organizational data and write ticket and user data within Zendesk. This access enables core functionality such as click-to-dial, screen pop, call logging, and contact matching.

Ticket & User Data Processing

The application may read ticket details, user profiles, and related metadata to associate calls with the correct Zendesk records. It may write call activity, notes, and call logs back to Zendesk tickets or users to ensure accurate interaction tracking.

Purpose Limitation

Zendesk data is accessed strictly for enabling telephony functionality, call logging, caller identification, workflow automation, and improving agent productivity within Zendesk. Data is not accessed for advertising or unrelated purposes.

Data Storage & SecurityBT Cloud Work processes data in accordance with enterprise-grade security standards. Any data handled by the integration is protected using industry-standard encryption and security controls aligned with BT Cloud Work’s global compliance framework.