Evolved Call Center provides agents with cloud-based telephony capabilities integrated directly into Zendesk, enabling click-to-dial functionality and automatic call logging to tickets. The solution offers contact center managers advanced reporting, call recording, and administration tools with lower total cost of ownership and support for remote work. Agents benefit from streamlined call workflows while supervisors gain visibility and control over call center operations through integrated dashboards and analytics.
Vendor Description
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
Empower your agents with powerful cloud call center functionality that seamlessly integrates within Zendesk. Evolve IP’s call center solution provides your contact center managers with more control and deeper insight into your operations.
With Evolve IP’s hosted Call Center solution, agents and supervisors have all the features that make their jobs easier and make them more efficient. By establishing a cloud-based call center, you can easily streamline operations, maximize staffing, and fully support work from anywhere agents. Managers gain all the primary benefits of Evolve IP’s award-winning cloud solution – lower TCO, predictable monthly costs, no upgrades or maintenance fees, immediate access to new features, scalability and more. Experience unparalleled control and visibility into your call center through Evolve IP’s reporting, call recording and exclusive Dashboard and OSSmosis administration tools.
Seamlessly integrated with Zendesk, the Evolve IP call center automatically creates cases, logs all incoming and outgoing call data, captures the user's call notes, and records this information in Zendesk tickets as comments via a Google Chrome browser extension
- Click to Call: Click-to-dial any number appearing in Zendesk or any page inside Google Chrome.
- Automated Call Logging: Automatically log all incoming and outgoing calls inside Zendesk when the caller ID or clicked number is matched to a Zendesk contact.
- Inbound/Outbound Screen Pop: Incoming screen pop with answer, decline, or send-to-voicemail options. Call in progress screen pop with end call or open call log window options. Missed call screen pop with call back and open call log window options.
- Quickly Add Cases and People to Zendesk: Unrecognized numbers can be added to new or existing tickets from the call log window.
- Call Tagging and Note Taking: Easy to use call tagging and note taking for all inbound/outbound calls that are added to Zendesk ticket comments.
Installation
The app can be installed from the Chrome Web store at the following URL after receiving your confirmation code from Evolve IP. https://chrome.google.com/webstore/detail/gunify-zendesk-connector/bfpdcllfjfndknimpfjmgbpngcebckjc
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