ZenDesk Screenpop CTI Connector

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Information about ZenDesk Screenpop CTI Connector

Published on March 13, 2014

Author: Steady455

Source: slideshare.net


CT EaziPopper populates your Zendesk CRM with the information of the incoming caller which reduces call handling time and enhances the customer experience. EaziPopper means that incoming calls to your Contact Center will trigger a pop of the calling customer’s profile or open tickets in Zendesk.

EaziPopper handles the following scenarios:
- AgentID synchronization between Cisco and Zendesk
- Auto-create Zendesk user for callers that are unknown
- Auto-create new Zendesk ticket, if none open for caller
- Auto-display list of open tickets for caller
- Auto-display the open ticket for caller, if only one open

www.ct-solutions.com/zendesk Zendesk CTI Connector Eddie Steede

www.ct-solutions.com/zendesk CT EaziPopper – What is it? It populates the Zendesk CRM with the information of the incoming call Ringing Connected

www.ct-solutions.com/zendesk Screen Pop with “click to Dial”

www.ct-solutions.com/zendesk CT EaziPopper uses E164 format for numbers  E164 is the international format for telephone numbers. - E.g, E164 format is +16137635555 We have created a new custom field “full phone number”  We convert the standard number field to E164 and store in it in the “full phone number” field. - E.g. 613-763-5555 is stored as +16137635555 Our algorithm work for both International & US numbers Our algorithm takes care of local PABX settings Telephone Number Format If a customer raises issues about "our phone numbers are all messed up” Don’t worry, we have it covered

www.ct-solutions.com/zendesk CT EaziPopper Roadmap (Zendesk CTI Connector) Cisco  Cisco Agent Desktop.  Available now.  Cisco Finesse - Available April 2014.  Cisco CTios. - Available as custom project Avaya  Avaya Agent Desktop. - Available May 2014 (sooner if demand).

www.ct-solutions.com/zendesk Locations NEW HAMPSHIRE OFFICE IRELAND R&D LAB Global support that can be customized to meet the requirement Contact: Eddie Steede Email: e.steede@ct-solutions.com

www.ct-solutions.com/zendesk D Contact: Eddie Steede Email: e.steede@ct-solutions.com

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