Zendesk
Contact
Center Integration

Embed contact center features within the Zendesk interface, available for Cisco UCCX, PCCE, UCCE, WxCC, Genesys, and Expertflow CC
Marketplace
Documentation
 
Enable your contact center agents to handle calls and chat sessions directly from within Zendesk and you don't need to toggle screens

What makes us different

Image

Agent Assistance

Real-time AI assistance with recommended actions, knowledge base links, transcription, translation, and automated/manual wrap-up codes.
Image

Embedded WebRTC webphone:

Agents don't need to install any softphone or have a hard phone. Any agent that has access to your CRM has a web (* for Cisco, requires Mobile agent for CCE or E&C for CCX)
Image

Digital channels

Unified interaction history across all communication channels (voice, video, Whatsapp, SMS, Facebook Messenger, Viber, Telegram)
Image

Expert Transfer
to MS Teams:

Conference and handover/ call transfer to non-call center SME’s (Subject matter expert) on Microsoft Teams

1-Start Conversation | Account Popup & Agent States:

EFCX-Zendesk delivers instant customer screen pops with full history, auto-syncs agent status, and unifies multichannel interactions—allowing one-click availability toggles and personalized service without app switching.
Image

2-AI Agent Assistance:

Agents receive real-time AI-powered call assistance with smart action recommendations, instant knowledge base links, and live transcription/translation ensuring faster resolutions and consistent service across all customer interactions.
Image

3-Call Control:

Dynamic CTI toolbar adapts to call states, enabling agents to: accept calls, hold/resume/end conversations, transfer (consult/blind), and initiate conference calls—all from one interface.
Image

4-Multi-Channels & Chat switching:

Agents handle multiple conversations (voice, video, WhatsApp, SMS, Messenger, Viber, Telegram) with unified history including recordings and transcripts while Zendesk CRM auto-updates to match active interactions for fully integrated EFCX workflow management.
Image

5-Expert Transfer & Embedded WebPhone:

An agent can consult and transfer calls to non-call center subject matter experts (SMEs) on Microsoft Teams when assistance is needed, ensuring smooth handovers and effective collaboration.
Image

6-Conversation Activity & Wrap-up states:

EFCX agents can add wrap-up notes during or after a conversation, summarizing its purpose and providing valuable business insights. At the end of each interaction (excluding consulting calls), a conversation activity is created, capturing key details such as task owner, time, subject, duration, contact/account, conversation direction, status, agent, and priority.