- Screen pop data to agents when they take an inbound call
- Push data to the agents screen when an automated outbound dialer call is connected
- Push click-to-call assignment to an agent with the required data
What's more, all these processes can enrich the data available to the agent by tapping into other sources. This allows all the data flows around the calling or communication steps to be automated.
Let's look at each type of use of CTI in Zendesk in more detail:
Screen pop data to agents when they take an inbound call
The most important part is not just to push the right ticket to the agent, nor to find the right end-user contact info and push that. The vital capability is to be able to update the ticket through the Zendesk API with any data relevant to the process.
This can be achieved using babelforce event-trigger-action configurations. Some very useful examples are shown in the following image. Note that the data added to the ticket can come from any source that is integrated and all the data added will then be pushed to the agent.
You can learn here how to set up screen pop to push the Zendesk ticket with data to the agent. That process will also allow you to push the right end-user to the agent who takes the call in Zendesk. In addition, you will learn how to enrich the data with the contact or lead, so that the agent has everything they need in Zendesk.
There is also another common case to consider, e.g., if your employees also work in other tools as well as in Zendesk. Or even if the agents just visit other sites in their browser, then it is also possible to present them with data on the caller and on what has happened so far in the interaction history directly, they can then take the call wherever they are working (for example opening a webpage and seeing babelConnect as on overlay, possible with the Google Chrome Extension).
You can see here how to set up the babelConnect CTI Chrome Extension. This will give you CTI anywhere you go in the web.
Push data to the agent's screen when an automated outbound dialer call is connected
You can upload any fields of data that you like with your leads or contacts you want to call. Then you can decide which data should be displayed to the agent instantaneously when a call is connected.
This kind of CTI data can be modified for all kinds of common automated outbound processes, for example, customer retention calls, account/subscription reactivation calls, customer care frequent touch calls, automated sales lead follow, debt collection and customer feedback and research campaigns.
Here are very simple step-by-step instructions on how to send the dialer lead data to a Zendesk ticket and push the ticket to the agent. The ticket the agent receives can then contain the data something like this:
Note how the same data that is sent to the babelConnect app for the agent is also permanently put into your ticket. You can decide to put the dialer data into Zendesk custom fields, or in comments, or to put appropriate tags on the ticket based on the dialer data.
Push contact assignment to an agent with the required data
There are also many common cases where you want to assign an agent the task of calling or messaging a contact but you do not want the call or message itself done automatically. In such cases you need a "screen pop" that pushes the data points for the assigned contact task to the agent, so that everything the agent needs is to hand. This can be achieved by combining the mechanisms above with babelforce task assignment and presentation processes. All the capabilities of the babelforce to Zendesk CTI integration and Zendesk API integration can also be used in this context, i.e. it does not matter whether a call is involved or not, data can still be pushed to an employee based on another event.