Frontline Agent Console for CXone embeds the NICE CXone contact center interface directly into Zendesk, automatically searching for and displaying relevant customer records when agents receive calls, chats, emails, or other interactions. The app enables agents to manage CXone channels (voice, chat, email, voicemail, work items), transfer contacts, dial outbound calls, and automatically create or update Zendesk tickets with mapped CXone contact details and call logs. This solution benefits contact center teams using CXone who need unified agent workspaces to streamline customer interactions and reduce context-switching between systems.
Vendor Description
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.
Similar Apps
Aircall for Support
Aircall
Advanced inbound and outbound calling for Zendesk, Beautiful UX, Enterprise Quality
RingEX by RingCentral
RingCentral
Streamline workflows with the RingEX integration for Zendesk.
Zoom Meetings by Faye
Faye Digital
Deliver more personalized service with the Zoom for Zendesk integrations
Dialpad
Dialpad, Inc
Make phone calls in Zendesk with Dialpad.
Zoom Contact Center
Zoom Video Communications, Inc.
Zoom Contact Center for Zendesk
55PBX Softphone PABX Virtual
55Telecom
Softphone do PABX Virtual na Zendesk. API, CTI, 0800, 4004, Gravação e Report.
