This app integrates Mitel telephony systems with Zendesk, enabling automatic screen-pop functionality that displays customer information, existing tickets, and user data to agents during incoming calls. The bidirectional integration allows agents to create and update Zendesk tickets during calls, and shares that data with other agents handling transferred or conferenced calls. It supports data enrichment from IVR systems, voice portals, ACDs, and third-party databases to provide agents with comprehensive customer context.
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 Mitel telephony connectors provides integration between your Mitel 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 Mitel 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 Mitel 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 Mitel platforms are supported.
Get more information at CDC Software or by email request to [email protected]
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.
