Blended Voice and Chat
With blended voice and chat, including SMS and messaging apps, there’s no need to switch agents between channels. Agents can chat while talking on the phone, and vice versa, all from the unified Agent Desktop. Customers and agents interact on all channels, from the same interface, helping call centers to drive tickets to resolution faster.
During active chats, agents and supervisors can attach files, send and receive location information, monitor/record conversations, and save/share conversation transcripts—all while handling multiple chat interactions, voice calls, and email cases.
Zendesk Data Access
Zendesk data is right where you need it, thanks to our powerful scenario engine and integrated chat bots.
Scenarios are what define the logic of how interactions are processed and automated. In our intuitive Scenario Builder application, system administrators can quickly build intricate workflows with drag-and-drop ease. Using scenarios, you can tap into the Zendesk database to get accurate identification, self-service options, and automated services.
In-Context Tickets with Activity History
Our integrated Agent Desktop helps agents stay on track when working on multiple chats simultaneously. To eliminate agent confusion when switching between chats, the Agent Desktop remembers where you left off in a conversation, placing your most recent ticket in prominent view at the top of the screen.
When viewing tickets, agents also see all the activity history associated with a contact. Having all information front and center helps agents to work on interactions in context, learn more about a contact’s previous issues or conversations, all while on a chat or call.
Our contact center solution uses a powerful Scenario Builder application to utilize Zendesk data in intricate workflows called scenarios, which automate the processing of screen pops, data search, and more. Scenarios are programmed to “pop” Zendesk data, tickets, or contact details to an agent’s screen when an interaction with a customer begins.
Screen pop helps agents to view useful information about tickets and contacts in their context. If this is not the first time connecting to a contact, agents can also scroll through the activity history of the contact, learning more about the contact’s previous questions and conversation subjects.
INTERESTING USE CASES:
- Blended voice and chat helps customers and agents interact on all channels
- Integration uses Zendesk data to facilitate service automation, provide self-service options, and identify contacts accurately
- Easily view all interaction activities, contact information, internal notes, and call recordings for each contact in activity history
- Screen pop webpages and contact details to agents on a call or chat, providing context for the customer’s conversation