Thousands of contact centers around the globe currently use Zendesk’s help desk software to manage their customers’ requests for support services. Recently, Foehn, an independent managed communications provider, has launched a new telephony application called Rekord that enables these contact centers to link voice recordings to their Zendesk tickets.
Zendesk is a help desk software suite designed to allow customer support or support desk agents to receive, process, and respond to service requests in an organized fashion. It serves to centralize all customer conversations, irrespective of channel. Zendesk tickets can be generated from a wide range of sources including the Web, email, phone, Twitter (News - Alert), Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases and more.
The goal is ultimately to facilitate faster resolutions of customers’ issues. By helping integrate voice recording into these tickets, Rekord looks to help agents more easily access information regarding customer inquiries.
Compatible across all PBXs, Rekord connects inbound and outbound calls to tickets without the need for plugins or upgrading to a more sophisticated PBX (News - Alert). The voice integration can be completed entirely within the Zendesk application panel.
The application enables agents to assign recorded calls to designated tickets, retrieve information about the caller and create ticket hyperlinks.
Rekord is also cloud-based, making it completely scalable to the needs of contact centers and requiring no up-front costs.
“Rekord is the first solution of its kind and this approach offers several advantages,” Foehn CTO James Passingham explained in a statement. “As you continue to use your own PBX infrastructure, you retain all the reporting functionality, routing, call transfer, MIS, capabilities for your business. It adds unique value to customer service functions by linking voice recordings with tickets and improving recorded information of customer enquiries.”
Edited by Blaise McNamee