Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing
Zoom Contact Center is an AI-powered, omnichannel contact center platform that helps businesses provide prompt, accurate and personalized responses to their customers over a variety of channels. The solution’s intelligent routing and virtual agents reduce call load, improve agent productivity, and guide your customers to faster resolution 24/7.
Zoom Contact Center’s open, secure,and reliable platform enables it to easily integrate with business applications such as Zendesk. Available only to agents with 'Talk - Partner Edition' seats (see zendesk.com/talk/pricing).
By Integrating Zoom Contact Center with Zendesk, agents have access to contact center functionality within the Zendesk application, providing them with an efficient and unified experience in a single place without switching between the two applications.
Benefits:
- Improves agent efficiency and productivity
- Reduces effort and handle time with automatic logging and association with customer record for each interaction
- Provides customers with a more personalized experience regardless of the channel they use.
- Streamlines workflows and improves the agent-customer interaction
Key features:
- Inbound Call and Outbound Call: Supports both inbound and outbound calling
- Customer Match and Screen Pop: Identifies the caller via phone number match and displays a screen pop with relevant customer information within Zendesk for both inbound and outbound calls.
- Click-to-dial: Supports click-to-dial functionality that allows agents to dial out by clicking any phone number within Zendesk and thereby eliminating the need for manual dialing.
- Ticket Creation & Ticket Update: Agents can create or update tickets.
- Notes & Disposition Code: Agents can take notes during and after the call within the Softphone. It also allows agents to capture call disposition/outcomes.
- Automatic Call Logging: Automatically captures and stores all the call-related information in addition to notes and disposition inside Zendesk without the need for manual entry.
- Advanced Call controls: Supports advanced call handling functionalities such as Call Transfer, Call Hold, Auto Call recordings, etc.