XCALLY Zendesk Custom fields

The XCALLY – Zendesk integration has been enhanced in order to allow the call center supervisor to map the Zendesk custom field with one XCALLY custom variable. What’s an XCALLY Custom Variable You can define any kind of dynamic call related variables and fill it with proper value during a live call, for example during the call flow inside your XCALLY IVR. It can be for example the result of your ERP order number query or some other specific information related to the customer, or anything else.   What’s a Zendesk custom field You can add custom field inside your Zendesk ticket, so to associate value added information inside the customer ticket (i.e. order number or anything else)   The Result If you enable the integration, you can now associate a Zendesk custom field with the XCALLY custom variable!   Interested in knowing more about the XCALLY Asterisk Zendesk integration? Please stay tuned here to read our detailed call center software guides! Improve your Customer experience now! Contact our team for additional...

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xCALLY CTI Top news

xCALLY has been finally integrated with Google Chrome web browser to bring-up call pop-ups! One of the first integration to benefit from the full Chrome support is Zendesk: the powerful cloud ticketing solution for customer care. Besides Microsoft Internet Explorer – already supported – the new Google Chrome support for the xCALLY – Zendesk integration provides benefits in terms of platform cross-compatibility and performances. Inbound calls, routed to your xCALLY Contact Center, will create an automatic new Tickets on Zendesk, and an automatic Google Chrome Pop-up, showing the ticket to the call center agent for immediate elaboration. If the calling customer extensions is identified, the new generated Ticket will be automatically associated to the customer, otherwise the new Ticket will be presented by XCALLY, and the call center agent will be able to assign that phone number to the customer name, so to be recognized during the next phone calls. Finally, it is optionally possible to automatically record all the phone calls and associate the recorded call to the proper new ticket in Zendesk… Everything choosing your preferred web browser between Google Chrome or Internet Explorer now! Each recorded call can be assigned to the automatically opened Zendesk Ticket. Please do not hesitate to contact our passionate Team for more information! Brochure...

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