Zendesk Cisco CTI Integration
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15+
Years of Expertise
350+
Deployments in 20+ Countries
98.7%
Retention Ratio
Deliver proactive customer service in Cisco Contact Center
with Zendesk CTI Connector
Zendesk Cisco integration equips agents with quick call controls, custom screen pops, and automated workflows leading to improved customer experiences. Break down organizational silos and enable seamless team collaboration for optimal customer service delivery with powerful CTI integrations.
Simplify Call Management
within Zendesk
- Minimize screen toggling by providing an integrated view of customer information
- Empower agents by equipping them with automated logging, click-to-dial, screen transfer, single sign on, etc.
- Utilize automated workflows and custom screen pop to drive contextually relevant conversations.
- Compatible with Cisco UCCE, UCCX, PCCE, and CUCM.
Streamline Agent Tasks with Productivity Add-ons
Built-in productivity gadgets from NovelVox, enables agents to deliver a consistent customer experience through Cisco Zendesk integration.
- Facilitate agents in decision-making and reduce errors with a dynamic Knowledge Base
- Optimize support operations by readily integrating with a Case Management tool
- Improve agent motivation and retention with an intuitive Agent Dashboard
Optimized Performance Monitoring
Improve team performance by real-time monitoring and guidance via Zendesk Cisco integration. Equip supervisors with a unified workspace to access real-time data and team statistics.
- Facilitate supervisor actions such as barge-in, silent monitoring, agent state change, whisper-in, etc.
- Team and queue statistics to streamline call volume handling
- Enable supervisors to force change agent’s state for reduced customer hold times
- Ensure real-time assistance to agents with one-click monitoring controls
Achieve More with Pre-built Integrations
- Leverage third-party app integrations readily available for Zendesk
- Configure 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 integration equips agents with powerful CTI features such as embedded telephony controls, contextual screen pops, call logging, etc. – from within the Zendesk screen.
The Cisco Zendesk CTI Connector currently supports integration with below Cisco versions:
- • Cisco UCCE
- • UCCX
- • PCCE
- • CUCM
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.
Managed Services
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Dedicated Customer Success Manager
Training Portal
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