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Zendesk CTI Integration fo Call Center

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Zendesk - CRM assistenza clienti

ZENDESK INTEGRATION WITH BEINCONTACT

Leverage the advanced BeInContact solution with Zendesk call center integration, to shape an interaction model suited to your operational needs. The combination delivers a centralized routing engine across all communication channels, such as voice, chats, emails and messages, fully aligned with the platform’s objects and workflows.

As a result, support agents are able to manage all the available contact channel from one unified interface by using BeInContact CTI Contact Center widget, with all customer information readily available on screen, thus boosting efficiency and streamlining day-to-day tasks.

ZENDESK CTI PHONE INTEGRATION IN YOUR WORKSPACE

Once logged into Zendesk Agent Workspace, your team gains full access to the BeInContact Agent Desktop environment. By embedding the CTI Phone bar directly into Zendesk layout, agents are provided with a single point of access for customer requests from any channel with all the customer data stored in the CRM immediately available on screen — cutting response times and reducing the need to ask customers to repeat themselves.

All of this is easily achievable through the native and certified connector, with no coding or development skills required, ensuring a quick and straightforward implementation.

ACTIVITY HISTORY & REPORTING ACROSS ALL CHANNELS

BeInContact’s built-in features allow all interaction data to flow directly into Zendesk, consolidating customer contact history and supporting requests in one centralized place, thereby eliminating the need to switch between systems or reconcile information from different sources.

Therefore, at the end of each interaction, and across all configured touchpoints, our platform is able to pass key details such as duration of the interaction, type, channel, results, queue and waiting times, IVR choices and much more directly within CRM objects with no manual input needed. Over time, all customer interactions are collected in a single, organized record — giving teams a clear view of recurring patterns and areas that need attention.

Supervisors and team leaders can then access this data directly from their dashboards, turning raw data into actionable insights for service improvement.