Screen pop up within Zendesk Support instance when the agent receives inbound or does outbound calls in Skype for Business. Automatic Caller Identification from existing Zendesk Support customer profiles. Allows the agent to add new customer into the Zendesk Support system in a click.
The agents can initiate the outbound Skype for Business call with just a click from the Zendesk Support customer or ticket page. Also, agents can look up a contact and perform outbound calls from the CTI window.
Enables agents to work on ticket notes after their call with the customers. Agents can log their call notes for the tickets from the CTI. Skype4B Adapter will automatically update the call metrics such as Call StartTime, Call EndTime, Call Duration, and Call Direction (Inbound/Outbound) as part of the ticket notes.
The agent can perform all Skype4B call control operations such as answer, reject, hold/resume, transfer, conference within the Zendesk Support tool.
Agents can view the caller's new tickets, create tickets, search for tickets and update the ticket's notes affluently.
Support for agents on their preferred local language to work comfortably.
Includes everything in Standard
* With additional cost
** PBX integration is required. Integration support at additional cost