Ameyo integrates with Zendesk to boost IP telephony capabilities

BENGALURU: Ameyo, the company that provides contact center technology and customer experience solutions, has integrated with Zendesk.

Utilizing the Zendesk API, the integration combines Ameyo’s call management features with Zendesk’s flexible customer support software to deliver consistent omnichannel customer experience.

Ameyo is an all-in-one omnichannel communication suite with advanced call management features such as conference calling, call hold, and call forwarding, along with the traditional inbound and outbound telephony.

While Zendesk provides end-to-end solutions for enhanced customer experiences, they were on the lookout for a suitable partner to provide voice capabilities in key markets for Zendesk, including India.

Through the API integration, Ameyo says that its agents can now use the Zendesk interface to complete tasks without toggling between multiple applications for voice support.

The Intelligent Agent Routing capability built into Ameyo ensures increased operational flexibility and improves first-call resolution by routing customers to the most relevant resource. Additionally, Ameyo’s Computer Telephony Integration (CTI) widget ensures agents are fully-equipped with all the customer intelligence needed to effectively deal with a query - including voice transcripts, recordings, and complete service & interaction history. The simple screen pop improves agent productivity, minimizes talk time, and delivers more personalized communications, positively impacting customer experience.