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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)

ShoreTel for Zendesk
ShoreTel Connect OnSite
ShoreTel Connect Cloud

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

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