Introducing: Talkdesk Callbar CTI for Zendesk - Talkdesk - ContactCenterWorld.com Blog
As one of our most popular call center software integrations, Talkdesk for Zendesk helps businesses all around the world deliver quick, personalized customer support via phone. That’s why we’re thrilled to announce the arrival of a brand new component of this integration: Callbar CTI for Zendesk.
We first revealed Callbar during our inaugural customer experience summit, Opentalk 2016. Since then, the Talkdesk Team has been hard at work refining and enhancing the Callbar. Today’s release brings the vision we introduced at Opentalk to life. Read on to learn more about this exciting new app.
What is Talkdesk Callbar for Zendesk?
The Callbar is a lightweight web application that allows agents to make and receive phone calls from anywhere on the desktop. The app’s “floating” design ensures that it is easy to find, eliminating the need to search through multiple tabs for a dial pad when a call comes in. This means never missing a call again!
Today’s release of Callbar is designed to seamlessly integrate with Zendesk. With the Callbar CTI, agents can initiate calls from any phone number in Zendesk and log calls to Zendesk tickets. Agents can also take notes in the Callbar CTI that are automatically added to the appropriate Zendesk tickets. When calls are received, the Callbar CTI will display data on the caller beyond basic contact information. These at-a-glance highlights provide additional context around the call, such as how long the caller has been waiting. If needed, agents can then click on the caller’s name to initiate a screen pop of the individual’s Zendesk record, allowing them to personalize the call for maximum impact.
I’m already using the existing Talkdesk CTI for Zendesk. How is the Callbar CTI different?
While the original Talkdesk CTI resides exclusively in Zendesk, the Callbar CTI operates as a browser window independent from any third party interface. This makes it more stable and provides us with the ability to incorporate additional functionality that otherwise would not be available with the original CTI (ex: caller context information, note taking abilities, etc). The Callbar CTI released today is only version #1 of many more to come; as we continue to enhance the Callbar CT, new features will be added to ensure agents
How do I get the Callbar CTI for Zendesk?
The Callbar CTI is available for download now from the Google Chrome Web Store. Once you’ve downloaded the app, Zendesk admins can download the Callbar CTI Connector from the Zendesk App Marketplace to add click-to-call and screen pop functionality. The app takes only a few minutes to configure and requires little to no agent training to get started. Give it a try and let us know what you think!
FOR CURRENT ZENDESK CTI USERS: Please note that we plan to retire the original CTI by early 2017. For this reason, we encourage you to try out the Callbar CTI now (especially before the holiday rush starts!). Migrating to the Callbar CTI is easy to do and won’t result in any downtime for your call center. Follow the instructions in this Knowledge Base article to get started.
Will you be releasing Callbar for any other integration?
Zendesk is only the first integration for Callbar to be released. In the future, we plan to have a Callbar CTI for our most popular integrations as well as a standalone version. Stay tuned to the Talkdesk Blog to see updates as we make these exciting announcements!
Want to try out the Callbar CTI, but don’t have Talkdesk for Zendesk? Request a free trial now to start optimizing your customer support.
Tracy hails from Los Angeles and is a Talkdesk product marketer. She is an avid art lover and champagne enthusiast. When Tracy isn't hard at work, she enjoys traveling and feeding her relentless sweet tooth.
Publish Date: November 3, 2016 5:00 AM
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