Genesys Cloud

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

The Genesys integration with Zendesk enables a comprehensive, yet easy-to-use contact center solution to deliver remarkable customer experiences. Benefits that include:

• Increase first call resolution rates

• Improve the customer experience

• "Out of the Box" integration for screen pops and click to dial

This integration works with Genesys Cloud contact center Platform. When receiving a call via Genesys Cloud, screen pop a Zendesk ticket or a Zendesk user profile to help speed up the resolution of the call interaction. Shave minutes off each of your call interactions by having a new ticket automatically opened in Zendesk and presented to you so you can immediately start taking notes about the call and capture the relevant information you need to get the issue resolved.

Data Access and Privacy: This integration accesses Zendesk user data (names, emails, phone numbers) to search and display contacts during screen pops, ticket data (IDs, subjects, requester information) to view and update tickets, and ticket fields and user fields to configure attribute mappings. The app creates new tickets from incoming interactions and updates existing tickets with interaction logs (comments and custom fields) to record call/interaction details. This data is used only to enable screen pop functionality, interaction logging, and ticket management within the integration.

For information on how your data is handled and protected when using Genesys Cloud, please see Genesys Cloud Privacy Policy.