CTI Integration by CDC Software
Enable Telephony and Zendesk integration with the CDC Platform
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CDC Software LLCAbout this app
About the CDC Software
CDC Software is the premier provider of turnkey integration solutions for contact center and customer relationship technology. When leading firms around the world want to improve CX, they consistently turn to our team and software.
Our cloud-based integration platform delivers real-time, events-based links between clients’ telephony systems, CRMs and other data repositories and systems of record. Best of all, CDC solutions can be deployed in a fraction of the time and expense of custom-coded integrations.
As a result, we’re trusted every day by CX professionals across the globe.
We Create the Connected Contact Center
The CDC iPaaS platform integrates natively with CRM solutions like Zendesk as well as telephony systems from Cisco, Avaya, 3CX, NICE, Genesys, Teams, Mitel, Zoom and many more. Whatever your contact center technology stack looks like, CDC Software makes it work together better.
About the CDC Software Platform
Optimize your contact center performance with the CDC Platform connectors for Zendesk and a supported telephony system. This powerful, two-way integration eliminates agent friction, reduces Average Handle Time (AHT), and ensures your team has immediate context for every single call.
Boost Efficiency and Lower AHT
- Instant Screen Pops:Eliminate manual searching. Agents instantly see matching Zendesk user profiles and open tickets the moment the phone rings.
- Smart Data Routing:Use data collected from your IVR, Voice Portal, or ACD to intelligently prepare the agent's screen before they even say hello.
- Frictionless Transfers:Keep data moving. When a call is transferred or conferenced, all captured customer and ticket data moves with it, preventing the customer from repeating their story.
- Call Control Inside of Zendesk:Control and manage phone call from your 3rd party telephony system inside of Zendesk. Keeps your focus in Zendesk.
- Connected Ecosystem:Break down data silos. Seamlessly sync data between your supported telephony, Zendesk, and your other third-party databases or web services.
Delivery and Requirements
- Quick ROI:Fully configured and deployed to your cloud, hybrid, or on‑premise environment in just 2 to 3 weeks.
- Availability:Accessible to all operations on a Zendesk Suite plan or using Support + Talk Partner Edition.
Data Handling & Privacy
This app syncs device information from your telephony system to your Zendesk account. Data transmitted includes the telephony information of the call including number of caller, caller name, number dialed, and number of the agent. All data is encrypted in transit using HTTPS. For more information, see the CDC Software Privacy Policy.
Detalles de la aplicación
Cómo instalar
How to Install
To ensure the CDC Platform integrates smoothly with your enterprise telephony system, we begin with a collaborative discovery session to review your current environment. Following this session, we configure and deploy the platform according to your specific requirements—whether on-premise, cloud, or hybrid—with standard installations successfully completed within 2 to 3 weeks.
Support
CDC Software or by email request to information@cdcsoftware.com
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