Today, customers want to interact with companies through multiple channels, such as email, chat, social media, telephone and website. To best manage customer service across these different channels, you need to integrate your Zendesk ticketing with an omnichannel platform..

How to integrate Zendesk with an omnichannel system

Here are the key steps for integrating Zendesk with an omnichannel platform:

Choosing the omnichannel platform

Evaluate the main solutions available, such as BrightPattern, Genesys e Talkdesk based on your needs and budget. Among emerging omnichannel platforms, XCALLYproves to be a scalable and intuitive solution for contact center management.

Configure integration

Link Zendesk and omnichannel platform accounts. Synchronizes agent data, communication channels and other key settings.

Creating workflows

Set up intelligent routing rules to direct each conversation to the right agent based on skills, availability, and other factors.

Forming the team

Hold training sessions for agents on how to use the new platform effectively. Explain the benefits of the omnichannel approach.

Test and optimize

Closely monitor performance after launch and make incremental improvements to workflows and configurations to optimize the agent and customer experience.

The benefits of omnichannel integration with Zendesk

This integration has several advantages:

Improved customer experience

Customers can start a conversation on one channel and continue it without interruption on another channel. The agent will view the entire conversation history to provide personalized assistance.

Increased efficiency

Agents can handle multiple conversations simultaneously from a single interface, reducing customer wait times. In addition, queues are optimized according to agents' skills.

Advanced Analytics

Detailed reports can be obtained on the volume of conversations per channel, response times, and resolution times. This optimizes performance and customer experience.

Integration with other tools

Zendesk easily integrates with CRM, ecommerce, marketing and other business software via APIs and webhooks.

Integrating Zendesk with XCALLY

XCALLY is an omnichannel contact center platform that enables customer interactions across multiple channels, including phone, email, live chat, social media, and messaging.

Integrating XCALLY with Zendesk makes it possible:

  • Collect all customer interactions in one place.
  • Automatically assign Zendesk ticketing based on agent skills.
  • Provide context to agents by showing the history of interactions.
  • Switch between channels without interrupting conversations .

Integration configuration

To integrate Zendesk with XCALLY, these steps are required:

  • Create a Zendesk account and XCALLY.
  • Install the Zendesk app in XCALLY from the Marketplace.
  • Configure single sign-on (SSO) for unified access.
  • Enable two-way synchronization of contacts and conversations.
  • Set up queues and workflows in XCALLY.
  • Assign agents and configure skills in both platforms.

XCALLY and Zendesk integrated.
, it is possible to offer fast, personalized and omnichannel customer service.