Zendesk
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Use-cases
- Customer Support Analysis Export call recordings and transcripts from Attention into Zendesk tickets for context on customer issues, without requiring agents to listen to full calls.
- Agent Performance Coaching Leverage Attention's coaching scorecards within Zendesk to provide specific feedback and training recommendations to support agents.
- Proactive Issue Resolution Integrate Opportunity/Deal data from Attention with Zendesk customer interactions to identify upsell or cross-sell opportunities.
- Enhanced Metadata Reporting Merge call metadata from Attention with Zendesk ticket data to create comprehensive reports on performance, bottlenecks, and SLA adherence.
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Features
- Automatic Data Sync Seamlessly sync call recordings, transcripts, and deal activity between Attention and Zendesk.
- Contextual Support Provide agents with instant access to past call data within Zendesk tickets for better issue resolution.
- Performance Tracking Use coaching scorecards and performance metrics directly within Zendesk to enhance agent feedback.
- Comprehensive Reporting Combine call and ticket data for detailed analytics on customer service performance.
Benefits
- Improved Contextualization Integrating Attention data ensures support agents receive full context without switching platforms.
- Enhanced Training Coaching and performance insights within Zendesk improve agent onboarding and effectiveness.
- Informed Decision-Making Unified data streams lead to better analytics and strategic insights.
- Increased Productivity Seamless data integration reduces manual data inputs, streamlining workflow.
FAQ
Any questions? We'd love to help
How do I set up the Integration between Attention and Zendesk?
Setup is straightforward; navigate to the integration settings within Attention, authorize Zendesk access, and select the data to sync.
Can I customize the data synced between Attention and Zendesk?
Yes, you can choose specific call recordings, transcripts, and deal data to integrate within the Zendesk environment.
Does the integration impact Zendesk's performance?
No, the integration is optimized to ensure smooth operation without affecting Zendesk's performance.
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