VoiceManagement

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing

SIMPLE YET POWERFUL FEATURES
Don't let your phone system sit apart from your Zendesk solution!

Enjoy full CTI integration between Zendesk and Axialys Voice Management telecom solution, including features such as:

• Easy click-to-dial from any Zendesk contact info

• Automatic opening of a new ticket upon incoming call (matched to the appropriate contact based on caller id or other IVR data)

• Full CRM history for phone calls, including call duration and attached audio recordings

FULL INTEGRATION WITH AXIALYS VOICE MANAGEMENT SOLUTION
Axialys Voice Management solution enables all teams large and small to efficiently manage inbound and outbound phone call streams. The solution is fully cloud based, fits for both mono and multi-sites, including offshored call centers when applicable. You benefit from 3 levels of management: Administrator, Supervisor and Agent. Each level is provided with its own interface, including:

• Complete feature rich point and click IVR system to handle and dispatch inbound call streams, including speech recognition and DTMF navigation

• Feature rich ACD providing unlimited call queues and customizations (waiting music, dispatch policy, callback options...)

• Outgoing call campaigns management

• Speech synthesis for easy audio setup

• Detailed statistics, including agents activity reports and QoS statistics for inbound calls

• Full dashboard options for live supervision of the activity, both local and remote

• Single sign-on and user synchronization between Axialys Voice Management and Zendesk

Axialys Voice Management solution is available worldwide and can work with your existing phone system or with Axialys enterprise Centrex solution.

DATA DISCLOSURE / PRIVACY NOTICE

| Data Type | Operations |
|-----------|------------|
| Users | Read |
| Tickets | Read, Write, Update |
| Custom Fields | Read, Write, Update |

Purpose: Update data associated with the voice channel.

Storage: Ticket details are stored locally within your Zendesk instance, with the exception of call recordings which are externally stored on Axialys servers.