Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing).
An integrated solution from Zendesk and Amazon Connect combines advanced contact center capabilities with a sophisticated ticketing system, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. Contact centers have a centralized platform for all customer communication to boost agent productivity, maintain full visibility into support operations, and enable seamless customer communication across channels.
Allow agents to take calls from a single support platform by embedding a web-based softphone directly into Zendesk Support. All customer interactions and data including caller ID and history, tickets with call data and agent assignment are stored in one place, giving agents the context they need to provide more personalized support.
Link callers to existing Zendesk Support end-user profiles based on the caller’s phone number. Zendesk automatically turns calls and voicemails into tickets with information on the inbound caller for easy record keeping and issue resolution. At the end of a call, the ticket is updated with additional details, including call recording.
Combine AWS Artificial Intelligence / Machine Learning Services such as Transcribe, Comprehend and Personalize to deliver more sophisticated, proactive and anticipatory customer service.
Find out more about Amazon Connect here.
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