Despite the number of communication channels available to customers in today’s age, nothing can replace the need to call up an agent. From resolving queries promptly to receiving personalized services, investment in telephony is definitely worth it. However, rising call volumes and impatient customers hint at the fact that simply having a telephony won’t cut it in today’s brutal business environment.
This is because agents are usually overwhelmed with:
- Too much manual work
- Lack the context to resolve a query and
- Have to deal with siloed data systems
These challenges hint at the inevitable need to link your contact center telephony with a CRM system. Let’s pick one such scenario today – Integration of Genesys Contact Center telephony with Zendesk CRM. NovelVox smart CTI Connectors enable this integration and bring about many benefits for your business.
Let’s explore some key features of Genesys Zendesk CTI Integration:
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Unified Customer Data
One of the significant benefits of Zendesk Genesys CTI Integration is that it creates a unified customer data hub by seamlessly fetching information from multiple data sources and displaying it within Zendesk’s comprehensive customer service platform. This gives access to a 360-degree custom profile, screen popping customer information on the agent screen even before the customer utters a hello. Zendesk Genesys CTI allows agents to deliver personalized and contextually relevant support responses, all from within the Zendesk interface.
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Seamless Ticketing Workflows
The Genesys Zendesk CTI integration simplifies ticketing workflows, transforming the way requests are handled. The integration ensures that every interaction is automatically logged within Zendesk, reducing the need for manual data entry. This not only saves time but also minimizes the risk of errors that come with manual handling of tasks. Additionally, agents can view the entire customer interaction history directly within Zendesk, allowing faster issue resolutions and informed decision-making.
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Efficient Call Routing
Zendesk Genesys Integration allows calls to be routed to the most suitable agent equipped to handle the issue at hand. The routing is based on pre-defined criteria such as customer history, issue complexity, and, not to forget, agent skills and availability. This ensures that calls are directed to the most qualified agent, which helps in resource optimization and also reduces customer frustration by rationalizing call wait times. The Genesys-powered intelligent routing integrated into Zendesk can also help you tailor your customer journeys for maximum satisfaction and efficiency.
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Real-time Insights
Contact center agents can harness the power of real-time analytics by combining the data of Genesys and Zendesk. The seamless Genesys Zendesk Integration armors agents with a wealth of information ranging from customer behavior to agent performances and contact center efficiency. Agents in contact centers can use these to identify customer preferences and pain points and refine their strategies for maximum output. This results in a more agile and responsive customer support operation.
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Multi-channel Support
Modern customers expect support across a wide range of channels, from phone calls and emails to live chat. This integration facilitates seamless multi-channel support by allowing agents to switch channels without losing sight of the context and delivering consistent support regardless of the channel. This unified approach facilitated by Zendesk Genesys Integration paves the way for an efficient interaction process.
Wrap Up
Integrating the Genesys Zendesk CTI into your customer support ecosystem can enable your agents to deliver unparalleled customer experience and support. With its empowering features, the integration collectively contributes to an elevated customer experience. Leverage the strength of both Genesys and Zendesk with NovelVox smart CTI connectors and position your business at the forefront of customer-centric innovation in the digital age.