Connect Eloquant to Zendesk CRM

The Zendesk CRM connector enables your teams to work faster and more efficiently by reducing the number of clicks needed and automating actions. Here are some of the features of the Eloquant & Zendesk CRM integration:

• Automatic contact synchronisation: Eloquant’s contact centre directory and Zendesk CRM contacts are automatically synchronised, ensuring that up-to-date information is easily accessible.
• Caller record display: During a call, the caller’s CRM record is automatically shown to the agent. The customer information from Zendesk CRM, along with the call details (dialled number, reason for call, etc.), appears on the screen. This allows the agent to review the call history and emails sent before starting the conversation. This avoids the need to ask for the customer ID or the reason for the call. At the end of the call, the agent can add a comment, which will be archived with the call history.
• Automatic dialling (click to call): Agents can make calls directly with one click from the contact or lead record, without needing to switch screens or applications. Everything is done from a single interface.
• Scheduling and recording calls and actions: In Zendesk, you can schedule and record calls and actions using features like web callback (scheduling calls from a web page, callbot, etc.) or the CRM’s task management functions.
• Automation of actions and processes: Use the automation features in Zendesk and Eloquant to create automated workflows, such as generating a callback request when a customer gives a low rating in a satisfaction survey.
• Unified reporting: Create dashboards and reports using call data (duration, call types, calls per agent, etc.), or combine them with CRM data (time spent per agent, satisfaction measurements, calls for specific requests, etc.) for a comprehensive and integrated view of performance.

The Eloquant & Zendesk connector allows you to integrate a robust and powerful telephony solution into the heart of your CRM for your customers and prospects.

Eloquant is recognised for its ability to handle a large volume of calls (up to several hundred thousand calls per day for our large clients), integrating complex routing rules.

Productivity features (callbot, Visual IVR, etc.) enable you to automate and digitise some of your low-value phone calls.

Finally, the Eloquant solution allows you to set up customer and employee satisfaction surveys, which you can integrate to enrich your CRM.

The Eloquant & Zendesk connector allows you to centralise contact centre data in your CRM, as well as customer and prospect satisfaction survey results from Eloquant, regardless of the collection channel (email, SMS, voice, web…).

When a customer responds to a satisfaction survey, their score and responses are stored in their record, enabling your team to understand the customer’s satisfaction level and tailor their communication accordingly.

The Eloquant connector with Zendesk CRM integrates directly with your CRM, using standard entities (contacts, calls…).

Our teams can take it further by customising the connector with your specific entities (e.g., contracts, products…) to accommodate your configuration and custom developments.