Zendesk Genesys CTI Integration
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Years of Expertise
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Deployments in 20+ Countries
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Maximize agent performance for Genesys Contact Center
with Zendesk CTI Connector
Personalize to Elevate Caller Experience
Empower your agents to deliver a consistent caller experience with Zendesk Genesys integration. Serve customers efficiently by empowering agents with comprehensive call functions within Zendesk.
- Resolve queries faster by facilitating agents with features such as screen pop, automated call logging, single sign on, call disposition, etc.
- Handle calls easily with call controls like hold, retrieve, consult, transfer, conference, etc.
- Eliminate screen toggling and improve call handling
Omni-channel Capabilities for Genesys PureCloud
- Enable Genesys email and chat integrations within Zendesk
- Facilitates omni-channel engagement via integration of Genesys Cloud embeddable framework
- Allow agents to handle conversations from all channels other than voice in a contextual manner
Expand Agent Capabilities with Productivity Add-ons
- Centralize and categorize information with an up-to-date and easily accessible Knowledge Base
- Configure easily with an in-built Case Management Tool
- Enable agents to identify and improve performance gaps with Agent Dashboards
Streamlined Processes
with Pre-built Integrations
- Leverage additional third-party app integrations readily available for Zendesk.
- Unique screen pop flows based on triggered actions in Zendesk
- Compatible with Avaya Aura AES
FAQ
A powerful tool that streamlines customer interactions for your agents by offering seamless integration between the Cisco phone system and Zendesk. The Genesys Zendesk integration equips agents with powerful CTI features such as embedded telephony controls, contextual screen pops, call logging, etc – from within the Zendesk screen.
The Zendesk integrations are available for Genesys Cloud, Connect, and Engage.
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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