Zoom Contact Center
Zoom Contact Center for Zendesk
Keine Bewertungen
0 reviews
Installationen
252
Kompatibel mit
Support
Entwickler:in
Zoom Video Communications, Inc.
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.
Installationsanweisungen
Prerequisites Zoom Contact Center Zendesk integration
Zoom web portal account owner or admin privileges
Zoom Contact Center license
Talk Partner Edition for Zendesk
Objects enabled in Zendesk
How to install and set up Zoom Contact Center
Install the Zoom Contact Center for Zendesk app
The first step is to install Zoom Contact Center using the marketplace listing.
From Zendesk, navigate to the Admin Center
Select Apps and integrations
At the top of the screen will be a button that says “Marketplace”, click it to visit the Zendesk Marketplace
Locate the page for Zoom Contact Center
There is a large button in the top right which says “Install”, click it
On the installation confirmation page click “Install”
The app is now installed!
Enable Zoom integration and add the Zendesk Connection
A Zoom admin must authorize the Zoom Contact Center service with the Zendesk application. This will enable the Zoom agent experience within Zendesk.
Note: Before starting, you must contact Zoom Support to enable the integrations menu in the Zoom web portal.
Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Integrations.
In the Applications tab, click Add.
On the Select application page, specify the following:
Choose the external application you would like to connect with: Select Zendesk.
Select connection method: select OAuth.
Click Next.
On the Setup your external application page, specify the following:
Name your connection: This name will be used to represents this connection inside Zoom Contact Center.
Subdomain: Enter the subdomain for your Zendesk instance.
- In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Zendesk.
Set client integration for Contact Center users
Sign in to the Zoom web portal.
In the navigation menu click Contact Center Management then Users.
Find a user to enable the Zendesk integration for.
In the last column, click the ellipses icon (...), then click Edit.
Next to Client Integration, select Zendesk.
Click Save.
How to edit the Zendesk integration settings
Once established, you cannot edit the Zendesk integration connection. You can delete the connection if needed and re-create it in the event that your Zendesk subdomain changes.
Post Install
During the first call, a one time configuration is performed which requires the user to have Zendesk administrator permissions, please perform a test call to verify the functionality with an admin user.
Was andere sagen
Bewerten Sie uns!
Teilen Sie Ihre Erfahrungen mit der Zendesk Community