EaziPopper Cisco Finesse adds a Contact Center Agent Toolbar, right into your Zendesk. It saves time on every call by auto-creating and auto-filling the ticket. It includes advanced options such as IVR and Call Recording integration.

Top level features

• One beautifully simple screen to manage your Zendesk, and Cisco Contact Center, activities
• Display the caller's open tickets, or profile, to the agent
• Display IVR data to agent - e.g. reason for call, or account number
• One-click to make calls from phone numbers in Zendesk
• Contact-center controls (answer, release, end-wrap, ready, not-ready (with reason), pause recording, login, logout)
• Add call recording link to ticket

CT EaziPopper is the result of a collaboration between Zendesk, Cisco and CT Solutions. This is an 'out-of-the-box' offering that integrates Zendesk with Cisco Contact Center via Cisco Finesse and Cisco WFO-QM (Calabrio). This means that there is no special integration work, or customization that needs to be done, for it to work at your site.

Benefits

• One environment to manage your Zendesk and Cisco Contact Center interactions
• Browser only App - no desktop install
• Save agent time on every call
• Boost customer service with improved handling speed
• Energize agents through reduction of tedious tasks
• Enhanced reporting of ticket sources
• Instant access to call recordings

Core Features

• An App in Zendesk to control the vast majority of your interaction with Cisco contact Center
• Auto-logon to Cisco Contact Center within Zendesk
• Supports logon as Mobile Agent
• Set your state (ready, end-wrap, not-ready with reason etc.) within Zendesk
• Not Ready reasons auto-loaded from Cisco
• Answer and release calls in Zendesk
• Auto-create Zendesk user for callers that are unknown
• Auto-create new Zendesk ticket, if none open for caller
• Auto-display list of open tickets for caller
• Auto-display the open ticket for caller, if only one open
• Flexible options and dial plan
• Specially designed to cope with all phone number formats
• Report on tickets initiated by phone calls

Advanced Features

• IVR choices can auto-select the ticket form
• Auto-tag IVR data to the Zendesk ticket
• Find caller based on IVR data, e.g. customer ID or ticket ref.
• Call recording info such as duration and agent added to the ticket for each call
• Call Recording link added to the ticket for each call
• Controls to Pause and Resume current call recording
• Tag Zendesk data to a call recording for easy search

CLICK HERE to request a demo now.