B3Works CTI

About this app

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing

B3Works is a softphone application based on Desktop, Mobile, and Web Browser applications that end users can use to carry out communication activities, such as making phone calls, and chatting.

What This Integration Does

B3Works CTI simplifies call management and provides Contact Center access to relevant information about callers. This information can enable your business to personalize the Customer Experience, increase efficiency and streamline Contact Center operations for customers and agents. B3Works CTI offers several features, including:

• Ticket Management: Generate tickets automatically when making outgoing calls, and renew tickets automatically after outgoing and incoming calls end.
• Agent Status: Each Agent has a different situation, Agent can adjust the status (Available/Busy/Away/Offline).
• Advanced Call Routing: With this feature, you can use Ring All / Round Robin / Skill Based / Sticky Agent Routing.
• Communications Hub: Monitor your call center data while an agent is on the call to make quick decisions and increase your operating efficiency.
• Supervisor Tools: With dedicated tools, supervisors can access active call monitoring (call barges, call spies, whispers), and queue management, with detailed agent performance history.

Data Privacy and Security

This integration accesses and stores the following data:

• Zendesk ticket data: Used to display relevant customer information during calls and to automatically log call activities
• Call logs and recordings: Stored securely on B3Networks servers and linked to corresponding Zendesk tickets
• User information: Agent names and settings to enable personalized CTI features

All data is encrypted in transit and at rest. We do not share your data with third parties. For complete details, please review our Privacy Policy at https://b3networks.com/privacy-policy