Mitel for Zendesk
Overview
- Cloud-based UC tool embedded within a Zendesk top bar application Sage ACT! is a customer/contact management system
- Browser and desktop platform agnostic (Windows, Mac, Linux)
- Mitel Call Control embedded within Zendesk – answer, disconnect, transfer, conference, hold
- Automatic creation and display of Zendesk tickets
- Mitel call information embedded in Zendesk ticket fields allowing for post-processing by Zendesk reporting tools
- Click-to-play call audio recordings automatically embedded in Zendesk tickets (for customers who have deployed Mitel Call Recorder)
- Mitel Directory Integration with real-time telephony presence
- Click to dial from within Zendesk user or ticket records
- Embedded Mitel Call Handling Mode control
- Workgroup Agent status control
Target Customers
Any company using Mitel (Version 13 and higher) and Zendesk (New and not Classic Edition)



Benefits:
- Improve Customer Service
- Increase agent productivity and shorten response times
- Leverage integrated analytics to refine business processes
- Rich, integrated communications from a single application