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.
To use this integration, you must have a configured PureCloud organization. For more information, see Genesys PureCloud.
After you set up your PureCloud organization and your agents are ready to receive calls, install the integration from the Zendesk App Marketplace. When the integration first launches, agents enter their PureCloud credentials.
Note: Some functionality requires additional configuration of your call flows. For more information, see About PureCloud for Zendesk.