The 8x8 Virtual Contact Center application for Zendesk allows agents to control customer contacts within the Zendesk desktop environment. The integration allows agents to show their availability and to interact with customers via phone or chat media. Combine the benefits of Zendesk with the capabilities of Virtual Contact Center, and access detailed records of interactions with each customer to gain insight into the full customer experience.
The integration uses the telephone number of the caller to look up the customer record in Zendesk and provide information on that customer to the agent, including any open tickets. This saves the agent and the customer a significant amount of time. Virtual Contact Center also has powerful reporting on agent interactions. It provides interaction data to Zendesk to be used in Zendesk reports. The application provides significant out-of-the-box functionality with minimal configuration, and can be extended through APIs to increase agent productivity.
The integration with Virtual Contact Center offers the following features:
Open topic with navigation