Zendesk CRM integration with Cisco Finesse Agent Desktop

Deliver experiential customer service by integrating Cisco finesse Unified Agent Desktop with Zendesk to empower agents to raise tickets from their agent desktop.

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Advanced Functionalities

Get access to advanced contact center features like call control gadget, call statistics, agent statistics, etc. by integrating Cisco Finesse Agent Desktop with Zendesk to provide quality customer service.

Functionalities like call control gadget, call statistics, and agent statistics
Compatible with UCCE, UCCX, and PCCE
Raise tickets right from the agent desktop

Integrated Customer View

By integrating Zendesk with Cisco Finesse Agent Desktop, you will be able to view all the customer information and history of tickets raised/resolved on a single screen. This will boost agent efficiency and empower agents to deliver personalized customer experience.

Single pane-of-glass-view of customer info from Zendesk
Get all ticket information without switching screens
Swift integration

Screen Pop

Agents don’t need to waste any more time for introductory exchanges on each call as with Cisco Finesse Agent Desktop integration with Zendesk, agents will know all caller information through screen pop—even prior to answering the call. Now agents can greet caller by using the caller’s name and enhance agent-caller communication by offering personalized experience.

Get all customer information via screen pop
No customer re-validation required
Switch screens as per IVR inputs
Save on Average Handling Time (AHT)

Agent Desktop Optimized as per Industry Needs

You can also optimize Cisco Finesse Agent Desktop as per your business requirements by using simple Drag & Drop Designer tool. NovelVox also offers pre-built gadgets to help you get a head start in providing quality, intuitive customer service.

Industry-specific agent desktop for performance
Pre-built gadgets
Modify desktop using Drag & Drop designer studio

Supervisor Desktop

Effectively manage your team by integrating Zendesk with Supervisor Desktop. Get your supervisors the latest contact center monitoring tools so that they can easily guide and monitor agents as and when required.