Zendesk VoIP Integration (Advanced)

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• Emails

  We pull all of your latest customer emails that are located in your CRM system. You instantly know what the last customer conversation was and can begin where you left off.

• Calls

  We pull all of your latest phone calls both inbound and outbound. We also tell who on your team answered the call. So you will know exactly who talked to the customer or lead last and what they discussed.

• Notes

  We let you take notes and we also display them for you in the activities slider. See what the last note was. Even if it wasn't a phone call you will know the latest details about the contact.

Logging in the CRM

• @mentions

  When you need to CC a team member you can just type in @ and the users name (e.g. @matt). The call notes and call record will get emailed to the team member. This ensures important info still gets in the CRM instead of only being sent in an email to a colleague.

• Task Followup

  We have natural language processing. Type something like "Followup next week" and BVoIP will create a task in your crm to remind you to follow up with this person at the specified time!

• Indicators

  For both the @mentions and the Task Followup features we display a green indicator on the right hand corner to let you know what processes will fire after the call is over.

Analytics

• Gamification

  We rank your agents in different categories. Highest outbound calls, highest inbound calls, etc.

• Call History

  On the analytics screen you can get a full view of your call history.

• Graphs

  See a rich visualization of your call data.

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