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Zendesk Integration for Call Centres

Zendesk is a comprehensive customer service platform designed to improve the efficiency and effectiveness of customer support operations.

It provides a suite of tools and applications that enable businesses to manage customer interactions and support tickets across various channels. 

In Australia, many companies use Zednesk as a Customer Service Platform, enabling support teams to track, prioritize, and resolve customer support tickets.

If your business already uses Zendesk as your help desk or support ticketing solutions,  there are several advantages of combining the power of Zendesk with your contact centre platform. 

Zendesk also now offers its own call centre solution, enabling a fully integrated solution.

Benefits of Integrating Zendesk into the Contact Centre

Integrating Zendesk, a popular customer service platform, into your existing call centre technology can significantly enhance the efficiency and quality of your customer service operations.

Here are some key benefits:

1. Centralised Customer Information

  • Unified View: Provides a centralised view of customer interactions across all channels, including phone, email, chat, and social media.
  • Contextual Information: Agents have access to the entire history of customer interactions, enabling more informed and personalised service.

2. Enhanced Customer Experience

  • Omni-Channel Support: Allows customers to reach out through their preferred channel and ensures consistent service across all channels.
  • Self-Service Options: Integrates seamlessly with Zendesk’s Help Center, allowing customers to find answers to common issues on their own.

3. Improved Agent Productivity

  • Streamlined Workflow: Agents can manage tickets, access customer information, and communicate with customers from a single interface.
  • Automation: Automates routine tasks such as ticket routing and status updates, freeing up agents to focus on more complex issues.

4. Real-Time Collaboration

  • Internal Communication: Agents can collaborate in real-time using internal notes and tagging, ensuring that complex issues are resolved efficiently.
  • Knowledge Sharing: Easy access to a shared knowledge base helps agents quickly find solutions to common problems.

5. Advanced Reporting and Analytics

  • Performance Metrics: Provides detailed insights into key performance indicators (KPIs) such as average response time, resolution time, and customer satisfaction.
  • Custom Reports: Allows for the creation of custom reports to track specific metrics and identify areas for improvement.

6. Seamless Integration

  • Third-Party Integrations: Easily integrates with other tools and systems commonly used in call centres, such as CRMs, telephony systems, and workforce management software.
  • API Access: Offers robust APIs for custom integrations, allowing businesses to tailor the platform to their specific needs.

7. Scalability

  • Flexible Solutions: Suitable for businesses of all sizes, from small teams to large enterprises, with scalable plans and features.
  • Global Reach: Supports multiple languages and currencies, making it ideal for businesses with a global customer base.

8. Enhanced Security

  • Data Protection: Offers advanced security features such as data encryption, role-based access control, and regular security audits to protect sensitive customer information.
  • Compliance: Helps businesses comply with various data protection regulations, such as GDPR and HIPAA.

9. Cost Efficiency

  • Reduced Costs: Streamlines operations and reduces the need for multiple disparate systems, resulting in cost savings.
  • Efficient Resource Use: Automates tasks and improves agent productivity, allowing for better resource allocation.

Zendesk's Call Centre API Functions

Using an API to connect to your existing contact centre platform to Zendesk can enable a range of functions, including:

  • Click to call
  • Caller identification 
  • Screen 'pops' that can provide the contact centre agent with information about the call including names, previous case history etc
  • Call recordings can be linked to customer records
  • You can automatically update Zendesk records with the call centre information (last call, agent they spoke with etc)
  • Outbound dialling - automatically call certain customers based on configurable data (This can be useful for lead generation/upselling, advising customers of new features etc)
  • Smart call routing features (automatically put more valuable clients at the head of the queue, direct the call the last agent they spoke to and so on)
  • Single screen - agents don't need to switch between multiple browsers 
  • Intelligent IVR - you can get customers to enter the case ID or customer number and use that to apply different routing 
  • More added all the time!

As you can tell by the functions above, it can have a big impact on your contact centre, including reducing Average Handling Time, improving First Call Resolution and delivering a greatly improved customer experience. 

Contact Zendesk Contact Centre Integration Experts

If you'd like to learn more about connecting your call centre to Zendesk, contact the suppliers below. They can provide a demonstration and pricing information.