Improve customer experience and agent productivity


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

The Genesys integration with Zendesk enables a comprehensive, yet easy-to-use contact center solution to deliver remarkable customer experiences. Benefits that include:

  • Increase first call resolution rates
  • Improve the customer experience
  • "Out of the Box" integration for screen pops and click to dial

This integration works with Genesys's PureCloud Engage contact center Platform. When receiving a call via Engage, screen pop a Zendesk ticket or a Zendesk user profile to help speed up the resolution of the call interaction. Shave minutes off each of your call interactions by having a new ticket automatically opened in Zendesk and presented to you so you can immediately start taking notes about the call and capture the relevant information you need to get the issue resolved.

In order to use this integration, you will need to have a PureCloud Engage organization already configured; please see https://mypurecloud.com/ for more information.

Once you've completed the setup of your PureCloud organization and are ready for your agents to begin taking calls, simply install the integration from the Zendesk App Marketplace. On the first launch of the integration, each agent will be presented with a login screen for PureCloud; they simply enter their PureCloud credentials and they're ready to go!

(note: some functionality requires additional configuration of your call flows; please see help.mypurecloud.com for more information)

App Details

  • Author: Genesys
  • Price: Free
  • Support: Email / Website
  • Version:1.16
  • This is an app. It will install right into your Zendesk Support account.

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