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Enreach Omnichannel Contact Center

Make and receive calls from Zendesk and centralize all the information

평점 없음

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설치

6

호환:

Support

개발자

Enreach

Available only to agents with “Talk - Partner Edition” seats (see http://zendesk.com/talk/pricing)

Omnichannel Contact Center integrated with Zendesk

Everything you need, in one place

  • Easily integrate your phone system directly from the Zendesk control panel.

  • Make and receive your calls from your CRM, automate ticket creation, and record call information.Enreach Zendesk Scrennshoot example

    Your customer information always at hand

  • Save time, increase agent productivity, and reduce human error by automating processes.

  • Access all call information including agent information, phone number, date/time, recording, custom labels; allowing the creation of a report in Zendesk

Establish logics and workflows

  • Customize the flow of calls in your Enreach agent module: call routing, voice recognition, selection menu, etc.

We are leaders in converged contact solutions

  • Enreach is the market leader for IP telephony and Unified Communications as a Service (UCaaS) in Europe, according to the annual Frost Radar report. We defend a style of open collaboration that makes contact between companies and clients magical. Putting the right technology within reach of every type of business, no matter the size, is what we do every day for enterprises, distributors, and service providers.

  • We offer a complete portfolio of collaborative technologies and convergent telecommunications services (Unified Communications, Omnichannel Contact Center, collaboration, Virtual PBX, SIP Trunk…), integrated into business systems of all shapes and sizes to meet your contact needs. We make enterprise technology integration, connectivity, and productivity easy for growing organizations.

Why Enreach?

  • Market leader for IP telephony and Unified Communications as a Service (UCaaS) in Europe

  • More than 2.3 million users

  • More than 500,000 managed conversations per day

  • Presence in more than 25 countries

  • More than 1,200 professionals

  • More than 20 years of experience

  • 24/7 service

GET A DEMO

설치 방법

Please note that a valid Enreach subscription is required to use the service.Should you have any queries, please contact: crm@enreach.com or call +34931228285

Credentials

In order to use Omnichannel Contact Center, you must input your credentials in Zendesk’s configuration section:

  1. From Administrator/Applications/My Applications select the application (Omnichannel Contact Center).

  2. Write your Zendesk credentials in the fields User and Password/Token.

  3. If you are using a Zendesk Token and not a user password, indicate it by selecting the checkbox below

  4. Click "Update" to save the changes.

API tokens are managed by an admin in the Admin Center interface at Apps and integrations > APIs > Zendesk API. The page lets view, add, or delete tokens. Deleting a token deactivates it permanently.

Optionally, you can:- Modify the name displayed in the app window top.- Define role and group based access restrictions.

Omnichannel Contact Center basic instructions

  1. Open the app window by clicking on its icon.

  2. Input your Enreach user credentials.

  3. Allow microphone access if your browser requests it.

  4. Make and receive calls using your Omnichannel Contact Center.

Ticket management

  • Each call made or received will automatically create a Zendesk ticket reflecting the call information.

  • When the call ends the ticket will be updated to include the call recording.

Side Panel

  • The side panel will display a list of numbers related to the ticket or contact that is open.

  • Clicking the “Call” button will generate an outgoing call to the number selected from the list.

Omnichannel Contact Center features

  • For an active call service, contact and duration are displayed

  • Automatic answer

  • Search for a contact and make a call from the contact list

  • On-screen phone keypad

  • Start call recording

  • Call transfer: blind and assisted

  • Call on-hold

  • On/off switch for microphone and audio output

  • Audio output volume control

  • CLI selector

  • Agent state selection

  • Phone extension selection

  • Enreach session login/logout

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