The CDC Platform's CTI Integration enables two-way synchronization between telephony systems and Zendesk, allowing agents to automatically display relevant customer records, tickets, and IVR data through screen pop functionality. Support teams using Zendesk Suite or Support + Talk can leverage call data from voice portals, ACD systems, and databases to populate agent screens while simultaneously updating telephony systems with Zendesk user and ticket information for seamless call transfers. The integration also connects to third-party applications and databases, enabling unified data sharing across contact center 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 telephony connectors provides integration between your 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 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 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 platforms are supported.
Get more information at CDC Software or by email request to [email protected]
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