UNIVERGE BLUE® Extend Contact Center integrations

UNIVERGE BLUE® ENGAGE for Zendesk®

Log call details: Easily annotate and capture key details from a call; save the call outcome/classification to the customer’s account.
Record calls: Capture audio and screen recordings of interactions with customers and automatically store them in their account record within Zendesk.
Screen pops: Pull up existing customer account records from incoming calls.
Case lookups: Access ticket status for clients or build a call flow that lets them self-serve.
Prioritize inquiries: For customers with open cases, you can sort incoming inquiries into queues based on the status of their ticket.

Improve customer journey: Access relevant customer data at the right time to deliver a more personalized experience to each customer.
Increase productivity: Embed ENGAGE contact center functionalities into everyday business applications to streamline workflows and maximize agent efficiency.
Easy to use: Our integrations are easy to use and easy to deploy, with no heavy training or implementation costs required.

Must have active UNIVERGE BLUE ENGAGE ADVANCED or COMPLETE plan and active Zendesk™ account to use this integration.