Zoom Contact Center
Handle Zoom Contact Center interactions inside Zendesk
インストール
200+
連携対象
Support
開発者
Zoom Video Communications, Inc.
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
Zoom helps organizations connect, collaborate, and deliver better customer experiences through its AI-first work platform for human connection.
Zoom Contact Center is an AI-powered omnichannel contact center platform that helps businesses provide prompt, accurate, and personalized customer support across channels. The Zoom Contact Center integration for Zendesk gives agents access to contact center functionality directly inside Zendesk, creating a unified experience so there's no need to switch between applications.
Key capabilities include support for voice, video, webchat, email, and work item channels; inbound and outbound calling; customer match and screen pop; click-to-dial; ticket creation and updates; notes and disposition codes; automatic interaction logging; and advanced call controls such as call transfer, call hold, and call recording.
Data disclosure: This integration accesses, uses, and stores Zendesk and Zoom data as needed to enable the integration, including user/account identifiers, customer/contact information, phone numbers, ticket information, interaction metadata, notes, disposition codes, and related records. This data is used to match customers to Zendesk records, display relevant customer context, create or update tickets, and log interaction details in Zendesk. For more information, see Zoom’s Privacy Statement: https://www.zoom.com/en/trust/privacy/
アプリの詳細
インストール方法
Prerequisites Zoom Contact Center Zendesk integration
Zoom web portal account owner or admin privileges
Zoom Contact Center license
Talk Partner Edition for Zendesk
Objects enabled in Zendesk
How to install and set up Zoom Contact Center
Install the Zoom Contact Center for Zendesk app
The first step is to install Zoom Contact Center using the marketplace listing.
From Zendesk, navigate to the Admin Center
Select Apps and integrations
At the top of the screen will be a button that says “Marketplace”, click it to visit the Zendesk Marketplace
Locate the page for Zoom Contact Center
There is a large button in the top right which says “Install”, click it
On the installation confirmation page click “Install”
The app is now installed!
Enable Zoom integration and add the Zendesk Connection
A Zoom admin must authorize the Zoom Contact Center service with the Zendesk application. This will enable the Zoom agent experience within Zendesk.
Note: Before starting, you must contact Zoom Support to enable the integrations menu in the Zoom web portal.
Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Integrations.
In the Applications tab, click Add.
On the Select application page, specify the following:
Choose the external application you would like to connect with: Select Zendesk.
Select connection method: select OAuth.
Click Next.
On the Setup your external application page, specify the following:
Name your connection: This name will be used to represents this connection inside Zoom Contact Center.
Subdomain: Enter the subdomain for your Zendesk instance.
- In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Zendesk.
Set client integration for Contact Center users
Sign in to the Zoom web portal.
In the navigation menu click Contact Center Management then Users.
Find a user to enable the Zendesk integration for.
In the last column, click the ellipses icon (...), then click Edit.
Next to Client Integration, select Zendesk.
Click Save.
How to edit the Zendesk integration settings
Once established, you cannot edit the Zendesk integration connection. You can delete the connection if needed and re-create it in the event that your Zendesk subdomain changes.
Post Install
During the first call, a one time configuration is performed which requires the user to have Zendesk administrator permissions, please perform a test call to verify the functionality with an admin user.
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