Zendesk

Complete your Zendesk Experience with ipSCAPE’s CTI Adaptor

Enable Voice within Zendesk

ipSCAPE’s CTI Adaptor combines leading cloud communication technology with one of the world’s leading CRMs- Zendesk.

The Zendesk CTI Adaptor features:

Put your customer’s information at the centre of every engagement, to create more personalised conversations and better serve your customers.

ipSCAPE is an official Zendesk Partner 

Integrate your CTI with Salesforce

Improve First-call Resolution Rates

Improve the customer experience through smart routing features that ensure customer queries are handled by the right person and in a timely manner. 

ipSCAPE’s smart routing can be customised based on customer information in Zendesk to create more personalised engagement.

Reach More Customers

Increase your contact rates with customers using ipSCAPE’s dialler capabilities.

Dialler options include:

  • Progressive
  • Preview
  • Predictive

Ensure your employees maintain productivity and are optimising time talking to customers.  

Get a single view of your customer

Fast Implementation, 24/7 Support

Deployment is easy with integration complete within days. Customer support is available 24/7 and our team takes pride in working with our customers to ensure our technology continues to be a leader in the industry.

Features to Improve Customer Service and Sales for Zendesk

Powerful communication technology to elevate your Zendesk instance

Caller Identification

Search and open existing customer records through field matching such as phone numbers or CLI

Single Screen Agent Experience

ipSCAPE integrates directly with Zendesk. Improve the agent experience by leveraging contact centre tools that are available in one browser.

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Screen Pops

Improve agent productivity through screen ‘pops’ which display customer information. Agents can personalise engagements and improve the customer experience. 

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Skills Based Routing

Improve the customer experience by routing callers to the most appropriate agent, based on their profile, preferences, and previous interactions. 

Intelligent IVR

Integrate your IVR into your Zendesk CRM and use customer information and actions from the IVR to route calls more effectively.

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Link to Call Recording

Automatically record call outcome, duration, call notes and link call recordings in Zendesk.

Would you like to know more about ipSCAPE?