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The 2018 Forrester Wave™ Analysis of Cloud Contact Center Solutions is Here Read the Report

Zendesk Contact Center Integration

The CxEngage agent toolbar embeds within your Zendesk instance, enabling smooth, seamless interactions by unifying your contact center and CRM into a single agent workspace. The power of Zendesk’s CRM and ticketing platform meets the power of an omnichannel cloud call center platform made for global enterprise, all in one package.

The Business Impact of a CRM-Integrated Contact Center

Deploying our Zendesk contact center integration can have a huge impact call center performance.


Deploying Serenova’s Zendesk call center software solution delivers significant benefits to the enterprise or SMB by improving the customer experience, maximizing agent productivity and reducing operational costs.

  • Improve inbound call handling with intelligent screen pop to reduce Average Handle Time
  • Improve outbound call handling with click-to-call and lead-to-dial to increase number of agent-handled calls
  • Increase your First Contact Resolution rate with intelligent call routing based on Zendesk customer data

Relieve yourself from CAPEX, including software and hardware costs, annual maintenance costs, and ongoing IT operational costs

Optimize customer service and sales operations

Seamless Zendesk Integration

Native telephony app for Zendesk CRM using Open CTI to provide instant deployment of an end-to-end customer interaction solution.

Fewer Tools

With your contact center embedded inside Zendesk, your agents can work from a single interface rather than constantly switching between applications.

Increased Efficiency

Decreasing handle time with a unified tool set and quick data access means you require fewer agents to handle the same amount of communications. 

True Cloud Advantage

Having zero infrastructure footprint for both CRM and contact center reduces your operational costs and keeps you focused on what you do best.

Integrated Environment = Empowered Agents

Give your agents a simple and seamless experience so they can delight customers by being present and responsive during every engagement, while increasing productivity.

  • Embedded Phone Panel
  • Real-Time Screen Pop
  • Lead-to-Call
  • One-Click Dialing
  • Two-Way Data Exchange
  • Access Anywhere

True Cloud = Total Flexibility.

Don’t limit your Zendesk CRM with a contact center solution that’s overly complex or too expensive to maintain. Serenova’s CxEngage platform offers:

  • Instant Scalability
  • True Multi-Tenancy
  • Rapid Deployment
  • Voice in the Cloud

The True Cloud Advantage

Better Business Insight

Translate your contact center’s data into knowledge, insight, and action.

  • Monitor ongoing agent performance and display real-time KPIs including intraday metrics through a dashboard or directly from the agent toolbar. 
  • Measure performance metrics such as serice level and first call resolution with dozens of pre-built reports—or build your own custom reports and dashboards. 
  • Ask your customers how you're doing with automated call surveys that capture feedback in one click. 
  • Call recordings allow you to capture and store all agent-customer interactions for compliance and ongoing training and improvement.

Our Solution

CxEngage’s cloud infrastructure gives you limitless scalability, while our 17-year history as forerunners of the cloud contact center means powerful, reliable software that’s simple to deploy and use. A data-rich supervisor experience provides elegant dashboards and customizable KPIs while our simplified agent experience puts the focus on customers by consolidating all messaging tools, contact management, agent stats, and scripting into one interface.