Zendesk Sell + Genesys Cloud Image Description

Integrate Genesys Cloud with Zendesk Sell to:

  • Use Genesys PureCloud functionalities as a native App within Zendesk Sell
  • Single Sign On to Login to both the Applications.
  • Recieve multiple simultaneous interactions over Chat, Email & Voice within Zendesk Sell.
  • Reachout to Customers by Manual dial or connect via centrally managed dialer campaigns and Workgroups.
  • Collaborate with team members with advanced communication features such as Confer, Transfer to an user, or transfer to a team.
  • Dynamically populate Zendesk Sell pop-up of customer data upon initiating a conversation with the customer based on identified intent of conversation.
  • Wrap-up conversations and automatically update data into the relevant entities & fields in Zendesk Sell and Genesys PureCloud.
  • Automatically Sync fields in Genesys PureCloud related to the conversation with the activity fields and entities in Zendesk Sell.
Single Sign On

One Click to login to both the applications.Genesys PureCloud functionality is visible as a panel in the left hand side of the screen. One-Click to minimize or restore back to manage your Zendesk Sell workspace.

Choose Telephony Options

Choose a telephony option from among remote, workstation to recieve voice conversations. Edit the settings anytime on Genesys PureCloud panel within your Zendesk Sell.

Presence Management

Unified user Presence management among both the applications. Choose from configured statuses in Genesys PureCloud to be available for the centrally managed campaigns & Workgroups or set a break reason to go on a break. 

Manual Dial 

Choose a Queue or Campaign on your Genesys PureCloud panel in your Zendesk Sell CRM. Input the number to be dialed. A call is initiated and connected to the user upon success.

Dialer 

Manage presence settings with a One click Login/Logoff to your Campaigns & Queues. Recieve interactions from centrally managed outbound call campaigns on various dialing algorithms such as predictive, preview or progressive. Simultaneously attend to conversations on Queues.

Pop-Up : Customer Details

On receiving an interaction, Get a Pop-Up of the Customer details in your Zendesk Sell CRM as configured for your Group. 

When multiple records are associated to a conversation ID, List of associated entities and secondary entities are shown to the user. Click to view and identify the relevant information record to tag the conversation with. 

Could also be configured to Dynamically Pop-up various entities such as contacts, accounts, incidents, opportunities or any other custom entity based on available information from interaction history, inputs in IVR, information within Zendesk Sell records or any other 3rd party widgets used before starting the conversation.

Wrap-Up

Wrap up the conversation by adding notes and choosing a disposition code from those configured in Genesys PureCloud. Wrap-Up Data and activity information automatically gets updated against the customer record in Zendesk Sell. 

Multiple Conversations

Handle multiple simulataneous conversations over multiple configured channels in your Genesys PureCloud. (chat, email, voice, social media)

Each conversation opens up as a Tab on the Genesys PureCloud Panel enabling users to switch from one to the other by a click. 

Collaboration

Collaborate with team members with the advanced communication options to confer with an expert or transfer to a team member or a Queue.

Pricing plans

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