Zendesk
Complete your Zendesk Experience with ipSCAPE’s contact centre CTI Adaptor
Enable Voice within Zendesk
ipSCAPE’s CTI Adaptor combines leading cloud contact centre communication technology with one of the world’s leading CRMs – Zendesk.
The Zendesk contact centre CTI Adaptor features:
- Click to Call
- Outbound Dialler
- Automated updating of records
- Call Recordings – linked to customer records
- Screen ‘pops’ of leads and contacts
- Smart Routing Features
Put your call centre 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
Improve Call Centre First-call Resolution Rates
Improve the call centre customer experience through smart routing features that ensure customer queries are handled by the right person in a timely manner.
ipSCAPE’s smart routing can be customised based on customer information in Zendesk to create more personalised call centre engagement.
Reach More Customers
Increase your contact rates with customers using ipSCAPE’s dialler capabilities.
Our call centre dialler options include:
- Progressive
- Preview
- Predictive
Ensure your call centre employees maintain productivity and are optimising time talking to customers.
Fast Implementation, 24/7 Support
Deployment is easy with Zendesk 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 call centre customer records through field matching such as phone numbers or CLI
Single Screen Agent Experience
ipSCAPE call centre software integrates directly with Zendesk. Improve the agent experience by leveraging contact centre tools that are available in one browser.
Screen Pops
Improve agent productivity through screen ‘pops’ which display customer information. Call centre agents can personalise engagements and improve the customer experience.
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 call centre calls more effectively.
Link to Call Recording
Automatically record call centre call outcome, duration, call notes and link call recordings in Zendesk.