How to Enhance Agent Productivity Levels with Zendesk Telephony Integration?

Zendesk telephony integration is amongst the topmost technologies when it comes to refining customer experience & declutter agents’ workload. This technology has proved to be a game-changer in different ways for contact centers.

But before proceeding ahead about what Zendesk CTI integration is and how it elevates CX, here are some points to consider:

• 52% of customers abandon a brand or switch their loyalty to competitors in case of a bad experience.
• 72% of customers want immediate redressal of their query from brands.
• 66% of customers will share their details if it improves their experience.

Although these statistics seem to be fine, they might become a bottleneck if not improved in the long run. That’s the reason why Zendesk telephony integration has become vital.

How do Zendesk Connectors Refine Customer Service?

The primary goal of integrating a CTI connector for Zendesk is to simplify the agent’s job. But how?

It goes this way — Integrating a Zendesk connector connects the telephony with contact center software. With this, the agent isn’t required to switch between screens to acquire customer information. Since agents can access the necessary information at the drop of a hat, their productivity levels increase.

Also Read: Zendesk CTI Connector: The One Piece to Complete Your Customer Satisfaction Puzzle

Here’s an example for further clarity.

A contact center integrates the Zendesk connector for its agents and its role begins whenever a call comes in. The connector fetches the data from the database of the CRM. It identifies & matches the caller’s details from the database using name, surname, and unique ID number.

With Zendesk CTI integration, agents can greet callers which fosters the customer-business relationship. They also have the details of all the previous interactions with customers.

Based on those details, the query can be resorted within time that impacts KPIs like average handle time (AHT), first contact resolution (FCR), and customer satisfaction score (CSAT).

WATCH NOW: The Modern Way of Efficiently Handling Customer Interactions From Contact Center

What Are The Top 5 Advantages of Zendesk Telephony Integration?

Dynamic Sales & Upselling Opportunities

Integrating a Zendesk connector helps agents identify the best cross-selling opportunities while interacting with customers. For example, if a customer inquires about a product, the agent can look up the customer’s previous interaction to recommend the right product. This practice contributes to increasing upselling opportunities.

Streamlined Call Routing

Zendesk telephony integration can automatically route the call to the rightfully skilled agent. When a high-priority call comes in, it is transferred to the service representatives having access to the customer’s purchase/interaction history. Streamlined call routing improves first-call resolution and customer satisfaction scores.

Read More: Convert Your Zendesk CRM into a Powerful CX Tool with Click-to-Dial

Enhanced Customer Experience

As per a January 2024 report submitted by Freshdesk, 75% of customers remain loyal to brands that offer exceptional customer experience. Contact centers can increase their revenue by integrating Zendesk CTI connectors. This becomes possible with the screen pop feature.

As soon as a call comes in, a screen pop appears containing customer information that can be customized as per agent requirements. This helps foster customer-business relationships by giving a personal touch to the interaction.

Increased Productivity

Agents can perform efficiently with integrated telephony features directly within the Zendesk interface. Click-to-dial, screen pop-ups with customer information and automated call logging streamline workflows and minimize manual data entry.

READ MORE: Mitigating Agent Attrition Rate to Boost Customer Experience

Wrapping Up

Zendesk telephony integration empowers contact centers to generate more revenue. Such an integration offers exceptional customer experience & journeys, drives sales, and elevates revenue by improving essential KPIs for the contact center.

NovelVox is a well-known name in the IT industry. Being a CMMI Level-3 certified company, it has offered immaculate solutions to contact centers. Its vast product line is widely used among contact centers. The firm offers different products including agent desktop, CTI connector, wallboard, agent helpdesk, chatbot, and omnichannel software.

Zendesk CTI connectors, curated by NovelVox, help contact centers enhance their performance to deliver exceptional customer experiences. Zendesk connector is compatible with Avaya, Amazon Connect, Cisco, Dialpad, Genesys, Five9, NICE, Webex, and Zoom.

This connector can be deployed on-cloud, on-premises, and hybrid as per the infrastructural requirement of the contact center. With advanced call controls and a customizable interface, the CTI connector for Zendesk can upscale gross productivity levels at the minutest installation costs.