The LiveOps Cloud based contact center integrates directly with Zendesk

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Available only to agents with “Talk - Partner Edition” seats (see ).

In today’s economy, businesses need to create a balance between delivering a great customer experience and achieving operations excellence so they can do more with less. Integrating the contact center with Zendesk fuels Customer Experience Management and positively impacts your operations bottom line.

LiveOps is the leading cloud contact center solution that increases the value of every customer interaction for you and your customers. With LiveOps for Zendesk, your contact center is seamlessly integrated into your CRM to deliver a more engaging customer experience while significantly improving agents’ productivity.

Integrated Phone Panel:

  • Comprehensive embedded telephony capabilities with Zendesk Top‐Bar App
  • Inbound, outbound, blended call type selection
  • Full transfer and consult features, post call wrap‐up, agent status control, and more

True Cloud Advantage:

  • Seamless integration
  • No hardware, no software,and no plug‐ins
  • Zero footprint for Zendesk and for the LiveOps contact center
  • Hassle‐free maintenance reduces operational costs

Turbo‐Charged Outbound Dialing:

  • Fully integrated Click‐to‐Dial
  • Increase agent productivity and improve customer experience

Smarter Analytics:

  • Interaction details automatically inserted into tickets
  • Time/Date stamps and “Play Call Recording” links
  • Improves reporting, dashboards and Business Analytics

360‐Degree Service Support Management

LiveOps for Zendesk gives your support agents a complete integrated solution that enables them to better manage every customer case towards a faster resolution.

With LiveOps you get the most sophisticated telephony platform for voice Interactions.

Benefits of the LiveOps Platform:

  • Industry leading multi‐channel routing engine
  • Global call delivery and redundancy
  • Audio Recording w/ 12‐month storage included
  • PSTN, SIP, and WebRTC media delivery for the most flexible cloud solution
  • Unified desktop for multi‐channel interaction handling
  • Simplified licensing
  • Full life‐cycle reporting & blended Multi‐channel reporting
  • Add new agents and supervisor instantly
  • Live Dashboards and Silent Monitoring world‐wide
  • Drag‐and‐drop Call Flow Authoring

Benefits, features and options of the LiveOps for Zendesk integration:

  • Intelligent Inbound call routing, skill assignment and queueing
  • Outbound click‐to‐call
  • Embedded voice tools with transfer and conference capabilities
  • Allow agents to take and place calls without leaving the Zendesk console
  • Screen pop based on Caller ID (ANI) and/or ticket lookup
  • Automatic new ticket generation
  • Interaction details posted into tickets
  • Embedded link to call recording
  • Activity alerts
  • Supports WebRTC audio embedded in the Zendesk web browser

Détails de l’application

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