CTI INTEGRATION - Integrate Zendesk with Ozonetel's Cloudagent



Zendesk-Ozonetel-Integration

Improve your agent productivity & customer satisfaction with our Zendesk integration

Personalized greetings to callers + Streamlined agent workflows
  • For an incoming call agent screen pops with customer information enabling a personalized greeting to each caller
  • Agent works within Zendesk software while accessing all relevant information about the callers
    • - Current open tickets
    • - Make updates related to query while being on the call
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Boost customer experience
  • For an incoming call agent screen pops with customer information enabling a personalized greeting to each caller
  • Agent works within Zendesk software while accessing all relevant information about the callers


Improve agent productivity for outbound calls

Contextual discussion with customer helps boost agent productivity in resolving customer issues. Agents while on the call with a caller

  • Can observe the caller details on the Screen pop up page
  • Outbound calls can be initiated within the Zendesk
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Salient Features - Zendesk CTI Integration
  • Caller can enter ticket number on IVR and hear the status of ticket by integrating rich APIs between Zendesk and CloudAgent.
  • Agent can login to IFrame inside Zendesk application. This IFrame provides you to use advance call control features like Hold/Mute/Transfer/Conference/… right from Zendesk interface.
  • Each call is identified with caller number and fetches the details related to that ticket. Automatically tags calls to tickets.
How to Install CloudAgent in Zendesk Interface:
  • 1. Go to https://www.zendesk.com/apps/cloudagent/
  • 2. Use “Install” and you are done with installation.
  • 3. Once you login to Zendesk, you can access your CloudAgent interface in the top bar.
  • 4. Login to your CloudAgent as an Agent and start with your calls.
Additional monitoring tools available as part of this integration, for boosting the call center productivity
  • Live "System monitor" to view, monitor, hear your agents speak on a real-time basis
  • Live dashboards to view & monitor key call center metrics average talk-time, average pick-up time, call connect ratios etc.
  • Supervisors have real time view of call center load to help plan for additional resources to handle peak traffic time
  • Access to over 70 reports to review & improve agent & call center productivity
Ask for a free demo today to experience our solution!