Twilio Flex integrates omnichannel contact center capabilities directly into Zendesk Support, allowing agents to handle calls, SMS, chat, and other tasks without leaving the Zendesk interface. The integration automatically displays relevant customer context by pulling Flex call flow data into tickets, logs all interactions for audit trails, and enables one-click outbound calling. This benefits enterprises requiring unified customer communication across multiple channels within a single agent workspace.
Vendor Description
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
Twilio Flex is cloud-based contact center platform that’s infinitely flexible. Flex delivers what you need to run an enterprise contact center. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.
You can now add omnichannel and programmable capabilities of Twilio Flex directly in Zendesk Support experience. Using the new Zendesk CTI Flex integration, Zendesk agents can now take calls, sms, chat, or other Flex tasks directly in the Zendesk desktop.
Make every customer interaction across all Channels contextual and personal by using information gathered in Call Flows to automatically lookup and display relevant Zendesk tickets or user records. Keep an auditable track of Agent Task Interaction history by automatically logging of Flex interactions into a related Zendesk ticket. And with Click to Dial facility, you can Let agents place an outbound call with the click of a button.
Read more about all available features in the Flex documentation twilio.com/docs/flex/zendesk-integration.
We can’t wait to see you supercharge your Zendesk Support Experience with Flex!
By Installing the Flex app you agree to Twilio Flex ToS. Click here to read more.
Installation
Follow the instructions from twilio.com/docs/flex/zendesk-integration
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