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Zendesk CTI Connector

Seamless Telephony Integration with Zendesk for Improved Operations and Agent Efficiency
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Zendesk CTI Connector
14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Connect Zendesk with Your Phone System
 Effortlessly for Superior CX

Free up agents from going back and forth between Zendesk and the telephony system during live conversations. Leverage our Smart CTI integration to allow agents to handle calls right into Zendesk environment. Achieve more by automating workflows for leading contact centers like Cisco, Avaya, Genesys, and Amazon Connect.

Plug & Play

Plug & Play

Embeds within Zendesk for offering easy access to telephony controls and caller information
Personalized Service

Personalized Service

Enables agents to engage customers in more connected and personalized conversations through a unified CTI interface
Optimized Costs

Optimized Costs

Helps reduce operational costs with intuitive CTI interface offering superior customer support within Zendesk.

Transform CX and Elevate Agent Experience
 with Smart CTI Connector for Zendesk

Uncomplicate agent lives by empowering them with single interface to handle interactions, manage caller information, and track interaction journeys – all inside the Zendesk screen. With integrated experience offered by Smart CTI Connector, agents stay focused on what matters the most to deliver an awesome customer experience.

Streamline Call Operations
with Automation

Equip agents with a unified interface experience that eliminates unnecessary screen toggling. Integrate key call functionalities and caller information from phone systems inside Zendesk and deliver faster, superior customer service.
  • One-click call transfers for improved call handling
  • Integrated wrap-ups to improve call handling time.
  • Improve agent efficiency with click-to-dial, automated call logging, and more
  • Automate manual tasks with contextual screen pops
zendesk telephony integration
zendesk cti integration

Enable Omni-channel Customer Service

Handle customer interactions across digital channels right from your Zendesk environment. Leverage our omni-channel integrations within the CTI Connector to enable your agents delight customer effortlessly,
  • Unify email, chat, and social interactions for enhanced CX
  • Manage interactions without switching channels or screens
  • Ready integration available with Amazon Connect or Genesys Cloud embeddable framework

Empower Agents to Deliver their Best

Allow agents to deliver excellence with pre-built productivity add-ons offering integrated view of KPIs and additional data. Resolve queries faster and automate workflows with Zendesk CRM integration.
  • Quickly access articles and help guides from integrated Knowledge Base
  • Handle queries without leaving the CTI interface using built-in Case Management tool
  • Interactive Agent Dashboards to keep agents motivated and informed, all the time
zendesk cti
cti zendesk

One-click Controls for Stronger Team Handling

Assist and coach agents in real time with powerful performance monitoring tools embedded right inside from Zendesk CTI interface. Readily access information on key call insights and team availability with integrated statistics for better performance management.
  • Monitor live calls with silent monitoring, whisper-in, and barge-in controls
  • Take control of agent states with forced agent state change controls
  • Stay on top of call quality with real-time team statistics and queue statistics

Additional Integrations to Enhance Workflows

Eliminate screen toggling and repetitive actions by integrating your Zendesk CTI interface with leading third-party applications. Over 75 business applications and backend systems to enable effective workflow automation for your contact centers
  • Custom integration support with one of the biggest integration library
  • Flexibility to create unique screen pop flows based on business requirements
  • Multiple deployment options are available - Serverless, On-Prem, and Hybrid support
CTI Connector

FAQ

A computer telephony integration technology that allows businesses to connect Zendesk with their existing phone systems. The Zendesk phone integration helps embed telephony system’s key call functionalities right inside the Zendesk screen, enabling agents to handle calls without leaving their Zendesk environment.

The embedded call controls equip agents with seamless call handling capabilities, due to which average handling time and first contact resolution rates are improved. Furthermore, the contextual screen pop inside Zendesk ensures the agents are well informed about the caller in advance, which personalizes customer experience and improves agent efficiency. Click here to learn more about such benefits.

NovelVox Zendesk CTI Connector allows you to fetch key caller information such as name, contact number, and and more from the telephony system. Besides this, the call variables including ANI and other details are also displayed inside the CTI interface. Furthermore, the CTI interface for supervisors comes with additional features such as showcasing queue and team statistics, real-time monitoring tools, and more.
Yes, the connector interface can be customized as per your business requirements and business guidelines. However, there are some prerequisites and limitations that need to be considered before enabling the same. Get in touch with our Solution Experts to discuss in detail.
With NovelVox, you can connect your unique Zendesk environment with Cisco, Webex, Avaya, Genesys, and Amazon Connect phone systems. The supported versions for each ACD are UCCE, UCCX, UCM for Cisco, Webex Calling for Webex, AES for Avaya, Pure Engage, Connect, Cloud for Genesys, and CCP Panel for Amazon Connect.
What our customers say

Mohammed Yasin

Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.

Mark Coleman

We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.

Tim Nicholas

NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.

Audrey Hill

I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.

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