xCALLY provides a CTI integration that connects Asterisk-based PBX systems with Zendesk, delivering a unified agent desktop with automatic ticket creation triggered by incoming calls. The app supports flexible deployment across various SIP phones, WebRTC clients, or the xCALLY phone bar, includes call recording capabilities, IVR functionality, and custom field mapping between systems. Support agents with Talk Partner Edition seats benefit from streamlined call-to-ticket workflows and reduced manual data entry.
Vendor Description
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
Discover the XCALLY - Zendesk CTI integration!
Key benefits provides your customer care agents a Unified Agent Desktop experience, together with:
- Push CTI technology for automatic Ticket creation each time an Agent receives a call
- Trigger configuration to select which Asterisk XCALLY Queues are involved in the automatic Ticket pop-ups and which Events engage it, before answering, after answering or after a call hangup
- It works either with EVERY KIND OF SIP PHONE registered on the Asterisk XCALLY PBX, or the XCALLY phone bar, or the WebRTC client
- Great VoIP quality
- Great flexibility; use your own SIP trunk with your local providers or on the cloud according to your needs
- Totally Asterisk RealTime technology based
- Call Recordings option available on the XCALLY and Zendesk web interface
- IVR enabled: xCally Square drag and drop IVR totally integrated with Zendesk
- Simple and fast XCALLY installer
- Poweful XCALLY - Zendesk custom field mapping
- Many other nice benefits
Installation
XCALLY - Zendesk integration configuration guide: https://wiki.xcallymotion.com/display/XS/Zendesk
XCALLY guide: https://wiki.xcallymotion.com/
Video: http://youtu.be/oBLIBXiveqA
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