Genesys Cloud CTI

Genesys Cloud CTI

Cloud based CTI adaptor for call routing and screen pop

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Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).

By integrating the Genesys cloud contact center solution inside Zendesk, companies can set up both supervisors and agents in a matter of minutes on the platform. The platform allows companies to easily define skills for all agents and create call routing rules based on your company’s business objectives. The Genesys cloud contact center allows you to quickly build voice self-service options for your callers. With this flexible on-demand solution, managing your application is always fast and always easy. With the design and user interface of the solution assisted by the award-winning Zendesk designers, the resulting menus and controls are beautifully simple and fit seamlessly inside the Zendesk platform. The solution provides screen-pop capabilities to agents plus full call control options. Additionally, all agent and supervisor reporting is contained inside the integration panel. All aspects of the integration lead to the same results: increased agent efficiency and improved CX.

The solution allows customers to leverage voice self-service thereby reducing agent talk time. By enabling customers to create cases, check on the status of an open case, or close a case, their customers can be served expeditiously through self-service. In turn, agents can spend their time focusing on cases that require more attention.

Get 90 Days FREE—For a Limited Time, Combine Genesys Premier Edition and Zendesk for Better Customer Experiences

Find out more at genesys.com/better-together

Please see the link belows for details on installation:

http://docs.genesys.com/Documentation/CCTI/latest/ZUG/Installation

App Details

  • Author: Genesys Cloud
  • Support: Email
  • This is an app. It will install
    right into your Zendesk
    Support account.

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