This app integrates Zoom Telephony with Zendesk, enabling agents to automatically display relevant customer information, tickets, and user data during incoming calls through screen pop functionality. It supports bi-directional data synchronization, allowing call data from IVRs and databases to populate Zendesk records and making ticket information available to agents handling transferred or conferenced calls. The solution benefits contact centers using Zoom telephony that want to streamline agent workflows and provide contextual customer information without manual lookup.
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 Zoom telephony connectors provides integration between your Zoom 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 Zoom 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 Zoom 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 Zoom platforms are supported.
Get more information at CDC Software or by email request to [email protected]
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