Zendesk Multi-Channel CTI Integration
Create Your Unique Contact Center with Zendesk and AMC’s DaVinci
Contact Center agents are often the only connection customers have to your organization. To help increase your overall customer service, empower your agents with the ability to engage with customers directly in Zendesk via AMC’s DaVinci.
Key Features of DaVinci – Zendesk Integration
Integrated Toolbar with Agent Status and Contextual Call Controls
Agent status and Contextual Call Controls are presented based upon the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools. Click image to expand.
Screen Pop
Automatically pops a customer’s account and ticket information upon receiving a phone call, chat or text so the agent has a chance to find out about who is calling before answering the call. This saves agents time because they don’t have to manually look for customer records and gives them context (name, incident ID, status, etc.) about who is calling to provide personalized customer service. Click image to expand.
Click-to-Dial
This turns phone numbers within Zendesk into clickable links for agents to place outbound calls, eliminating the need for an agent to enter in a phone number manually. This not only saves the agents time, but ensures they are dialing the correct number. Click image to expand.
Create/Update Records
Agents have the ability to add comments to the customers ticket directly in the DaVinci toolbar. They also have the ability to create a new incident if needed. Click image to expand.
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Resources
Datasheet
Find out how AMC Technology & Zendesk work together in this downloadable guide
