Deltapath is integrating Deltapath Talk into Zendesk, which comprises a suite of call-handling functionalities.
Features of the integrated solution include call answering, holding, transferring, as well as click-to-dial directly from Zendesk contacts.
According to the US-based, unified communications company, Deltapath, the strategic integration allows businesses to seamlessly merge communication technologies with Zendesk while boosting customer engagement and operational efficiency.
David Liu, CEO of Deltapath, explained some of the integration benefits: “By integrating communications within Zendesk, we help to automate business processes such as automatically logging a call into Zendesk’s database and creating a historical map of a customer.
“These logs, in tandem with agent notes, not only enhance subsequent interactions but also save time and substantially improve the customer experience.
“Furthermore, by granting agents a 360-degree customer view the moment they answer a call, we empower them to serve as advocates for the customer, significantly enriching the quality of customer service and business relationship.”
A SuperOffice report concluded that customer experience held a more important role than product delivery and service.
Of the organisations surveyed, it found that 81 percent believe customer experience is critical to gaining a competitive advantage. Moreover, 86 percent of buyers are prepared to pay more money for excellent customer service.
The integration of Deltapath Talk with Zendesk CRM for the Sales platform and Zendesk Support ticketing platform has been designed to improve both the user and customer experience, which Deltapath sees as a “pivotal advancement” in customer-centric solutions.
A key component of the Deltapath Talk integration is its ability to provide Zendesk users with essential customer information for every incoming call.
Using this real-time data, users can engage in more meaningful conversations from the second they answer the phone, resulting in an improved experience for both the customer and the contact centre agent.
During calls, Zendesk users will have access to a 360-degree view of the customer journey, such as personal details, active cases, cross-selling opportunities, historical notes, and call logs.
Record keeping is also made easier with Deltapath Talk, with tickets created for each call and voicemail.
Deltapath Talk is now available on Zendesk Marketplace to all customers on a Zendesk Suite plan or a Support and Talk Partner Edition.
Basic Zendesk Suite plans start at £45 per month for five agents or £15 per agent per month for its Support Team package.
It also offers an Advanced AI add-on, which includes advanced bots, intelligent triage, AI insights and suggestions, and macro recommendations for admins.
Earlier this year, Deltapath’s CEO spoke with UC Today’s Tom Wright about the increasing demand for business SMS and who can benefit from it. Liu also discussed plans for its new business SMS service.
Around the same time, Deltapath moved to win customers from Avaya, as Avaya’s Aura 8 was facing the end of support the following month, with the end of sale date having passed in December 2021.
Deltapath proposed that companies could migrate from Aura 8 to its own platform, with the key benefit of being able to support all Avaya endpoints, thereby minimising expenses for these organisations.
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