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

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.

EaziPopper Cisco Finesse

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