8x8 Virtual Office –Zendesk
The Virtual Office Zendesk integration allows agents to combine the best of Zendesk with 8x8’s powerful cloud based Virtual Office communication platform. This tightly integrated, out-of-the box solution helps service desk agents optimise their customer management capabilities.
Service desk agents are judged on how well they provide an optimal customer experience; long wait times searching for tickets, poor voice quality and manual dialing or looking up contact information can significantly impact an agents ability to achieve this. 8x8 helps Zendesk users by integrating communication features such as click to dial, caller identification, and many more all backed up with our HD quality voice services to help expedite ticket resolution quickly and efficiently.
Enhanced Workflows: Boost productivity with click-to-dial within your Zendesk mobile and/or desktop application, inbound caller identification before answering a call, screen pops to provide missing caller information context and log notes against your contacts during or after your conversation.
Record Calls (on demand): Record live conversations for accurate data monitoring of agent/customer communications.
Shared Contact Directory: Manage a shared contact directory pulling from both Zendesk and/or Virtual Office contacts.
Log Conversations: Create notes against your contacts during and after your conversation with the ability to create tickets leveraging 5 standard Zendesk fields.
Improved User Experience: Enjoy the improved UX design that expedites your workflow, and includes more settings features to optimise the integration experience.
Advanced Communication Tools: Leverage other 8x8 Virtual Office capabilities such as virtual meetings, screen share and instant messaging to maximise on your experience with customers.**
*This service is only available to agents with “Talk – Partner Edition” seats (see zendesk.com/talk/pricing ).
** Such tools are not integrated into the 8x8 Zendesk Application but are available to users within the standalone Virtual Office application.