CTI integration for Zendesk & Genesys Cloud embeds Communication and customer engagement functions of Genesys Cloud within the user's Zendesk interface so that users have customer data and engagement tools in the same place. 

Following is a detailed list of user features, integration aspects and various other configuration and management related aspects of this CTI integration. 

Setup & Management
Visually Setup and manage the integration. No coding required.
• One to Many
  Many to One

  - One Zendesk Instance integrated to many Genesys Orgs
  - One Genesys Org integrated to many instances of Zendesk One Genesys Org integrated with a Zendesk instance for a Queue, Zendesk sell for another, Oracle B2C, SAP, Dynamics365 for the other Queues.
  - Or a Combination of above. 
  

  
• GUI based Visual designer.
  

  Configure the integration with GUI based management tool. #nocode
  

  
• UAT setup
  

  Avail complimentary licenses for testing for UAT environment
  

  
• SIT Setup
  

  avail complimentary licenses for testing for SIT environment
  

  
• Production Setup
  

  Seperate integration instance (from SIT & UAT) as required for the business.
  

  

Media Handling
Multi-media, Omnichannel integrated Agent workspace.
• Call

  Voice channels configured with Genesys Cloud ACD for outbound manual, inbound and Campaign auto-dial functionality.

  
• Webchat

  Handle webchat configured with Genesys Cloud ACD.

  
• Email

  Handle inbound emails configured and routed through Genesys ACD from within your Zendesk App / Workspace.

  
• SMS

  Handle chat messages configured with Genesys Cloud ACD. Recieve inbound SMS and respond to them; Send SMS as a custom channel in addition to any other channel.

  
• Whatsapp

  Handle whatsapp business messages configured with Genesys Cloud ACD.

  
• Viber

  Handle Viber configured with Genesys Cloud ACD.

  
• Messenger

  Handle FaceBook Messenger configured with Genesys Cloud ACD.

  
• Instagram

  Handle Instagram DMs configured with Genesys Cloud ACD.

  
• Line

  Handle Line interactions configured with Genesys Cloud ACD.

  
• Twitter DM

  Handle Twitter (X) DMs configured with Genesys Cloud ACD.

  
• Custom Object

  Handle any other custom objects (Zendesk Tasks) routed to through Genesys ACD assigned to users. 

  

Dialing Modes
Manual, Preview & Auto dialers.
• Manual dial

  Outbound dialing via dialpad.

  
• Outbound Dial

  Autodialing via centrally managed campaigns (Preview, Progressive, Predictive)

  
• Inbound call

  inbound call handling

  
• Click to dial

  click to call on a record in Zendesk.

  
• Trigger based 

  Custom event based dialing basis a trigger on customer records update in Zendesk, or 3rd party application.

  

Popup Options
Contextual Pop-up of customer data
• Single Entity

  Search in Single entity for a record corresponding to the caller.

  
• Multiple Entity

  Search in multiple entities for any record corresponding to the caller.

  
• Associated Entity

  Search an entity corresponding to the caller and pop-up the associated entity. 

  
• Dynamic Entity

  Dynamically popup entity based on search.

  
• No Popup

  Do not pop-up customer record automatically. Pop-up based on a manual trigger by the Agent.

  

CRM Apps & Interfaces
CTI support for ServiceNow Modules, Workspaces.
• Model Driven Apps

  Supported for all model driven apps of Zendesk such as Zendesk Sell , Zendesk Support and any custom App.

  
• Custom Apps

  supported for any other custom apps built and that is supported by Zendesk App Framework of Zendesk

  

Create Entity Shortcuts
One click shortcut to create new records.
• Create Record

  Automatically create a new record on a click by user.

  
• Multiple Options

  User to choose which entity to create on a manual click.

  
• Prefill form

  Prefill customer data with participant data from Genesys upon create record.

  

Search
Search for records manually in Zendesk through CTI
• Search Entity

  Search a record manully from CTI and automatically tag it to the conversation.

  
•  Search any Entity

  Choose an Entity to search within in Zendesk and automatically tag it to the conversation.

  
• Search Sub Entity

  Search an entity and an associated entity manually in CTI and automatically tag it to the conversation.

  

Conversation handling
Handling client conversations.
• Multiple Simultaneous 

  Handle multiple simultaneous conversations such as a call, one or more chat and emails.

  
• Switch conversations

  Switch from one conversation to the other seamlesssly.

  
• Handover

  Recieve a smooth handover from a bot, IVR or handover a conversation to a queue, bot, ivr seamlessly.

  
• Switch Channels

  Switch conversation from one channel to the other while conversing to the same person.

  

Engagement Tools
All tools required to manage conversations.
• Hold Call

  Place the call on hold.

  
• Mute / UnMute Call

  mute or unmute the call

  
• Transfer to Queue

  Transfer the conversation to a Queue to be handled by any available agent in the Queue.

  
• Transfer to Agent

  Transfer the conversation to a specific Agent.

  
• Transfer to 3rd party

  Transfer the conversation to a 3rd party service.

  
• Blind Transfer

  Transfer without consulting or without ahandover.

  
• Consult Transfer

  Transfer after consulting with the party.

  
• Confer User

  Initiate a conference with a user.

  
• Confer 3rd party

  Initiate conference with a 3rd party

  
• Customize tools panel

  Choose which button options to be available to the agent.

  
• Callback

  Set callback as a disposition for a conversation. Pick dat, time and self/any option.

  
• Secure Pause

  Use Secure pause for compliance while collecting or performing and transaction including critical financial or personal data.

  

Call Log / Activity creation in Zendesk.
Create Call log / Activity in the CRM.
• Agent Conversation

  Create Call Log or update Call call when agent conversation starts.

  
• During Conversation

  Update call log during conversation.

  
• End of Conversation

  Create and/or update call log at the end of the conversation.

  
• Transfer of conversation

  Update or create a new call log when a conversation is transfered.

  

Conversation History
List of recent conversations.
• List of Conversations

  View list of recent conversations.

  
• Click to view CRM Record

  Click on a recent conversation to Pop-up the customer record and review activity.

  
• Click to start a convers

  Click on a recent conversation to re-start a conversation.

  
• View GUID & Logs

  View Unique ID, time stamp and disposition details of the recent conversation.

  

Directory
Rolodex of your important contacts.
• Genesys User list

  List of Genesys users in the Org, One click to check presence and start a conversation.

  
• Company Directory

  List of other important contacts - 3rd party and Out of office contacts.

  

Custom View
Customised templates in your CTI
• Custom View

  Develop a custom view available as a Tab - with any data from Zendesk, Genesys cloud or any associated apps.  

  

Debug
Tools for error reporting / diagonosis.
• One-Click report bug

  Users can copy GUID of a conversation by one click that copies to the clipboard.

  
• On-Dem Console Logs

  Admin can enable on-demand capture of console logs so as to analyse log of events for any error.

  

Genesys Platform Versions
Supported for all versions of Genesys Cloud CX
• Communicate

  For Genesys users using Communicate module

  
• Collaborate

  For Genesys users using Collaborate module

  
• Genesys Cloud CX I

  Genesys Cloud CX 1 user

  
• Genesys Cloud CX II

  Genesys cloud CX 2 User

  
• Genesys Cloud CX III

  Genesys Cloud CX 3 User

  
• Genesys CloudCX Digital

  Genesys Cloud CX Digital user.