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)

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