3ctel for Zendesk

Key features

• • The integration provides businesses with detailed call reporting within Zendesk, allowing them to monitor call volume, average call duration, and other metrics. 
  • 3CTEL’s agent presence feature displays the availability of agents in real-time within Zendesk. This allows supervisors to see which agents are available to take calls, reducing wait times and improving customer satisfaction.
  • With the integration, 3CTEL can automatically log all call details in Zendesk, including call duration and recordings.

• The integration allows businesses to send and receive SMS messages directly from Zendesk. This provides customers with another channel to reach support agents and enables businesses to respond quickly to urgent issues.

Benefits

Data-driven decision-making:

The integration provides businesses with detailed call reporting and analytics, allowing them to make data-driven decisions to optimize their support operations.

Increased agent productivity:

With features like automatic call logging and screen pop-ups, the integration helps agents work more efficiently and effectively. This can increase agent productivity and enable businesses to handle a larger volume of support inquiries without hiring additional staff.

Better call management:

Allows businesses to manage calls more effectively, providing agents with quick access to caller information and call recordings.

Increased customer loyalty:

By providing personalized and efficient support, businesses can increase customer satisfaction and loyalty.

Requirements

• • An active Zendesk account is needed. This is where all support tickets and customer interactions will be managed.
  • Generate an API key from Zendesk account. This key is used to authenticate the integration and allow 3CTEL to access Zendesk data.

• Configure their firewall to allow communication between 3CTEL and Zendesk. This may involve opening certain ports and protocols to enable communication.