support.zendesk.com

Zendesk

Zendesk is a cloud-based customer service platform that helps businesses streamline support operations with multichannel communication, automation, and advanced ticketing features. It enables agents to efficiently manage customer inquiries through voice, email, chat, and social media.

With Zendesk, businesses can improve agent productivity, deliver faster resolutions, and enhance customer satisfaction. The platform integrates with various CRM and business tools, offering a unified view of customer interactions and enabling teams to provide personalized support at scale.

Enhance Your Sales

Echoz.ai identifies the behaviors of your top sales reps: the questions they ask, their pricing discussions, and their talk-to-listen ratios. Use these insights to train your team on effective sales strategies.

  • Call Insights
     Easily search for keywords in any sales conversation. Echoz.ai transcribes and indexes all calls, enabling quick access to mentions of competitors or script adherence.
  • Collaborative Feedback
    Seamlessly share sales calls with clients or team members. Request feedback, tag colleagues for input, and highlight areas for improvement. Foster collaboration and help your reps close more deals together.

How to Integrate

Here are the steps to help you integrate your telephony system to Echoz.ai,

  1. Log in on app.echoz.ai.
  2. Open Settings from sidebar than click on Integrations.
  3. Click “Add Telephony System”.
  4. Select Zendesk.
  5. Copy the given folder path with the following format:
    /…/<year><month><day>/<prospectPhoneNumber> by <userEmail> @ <hour><minute><second> <AM/PM>[ as <disposition>].<fileType> 
  6. Configure that folder path to your Zendesk account.
  7. Click on configure button to get you password, use the given password & user name to register our sftp server to Zendesk.
  8. Now to configure your telephony system to send files to our sftp server sftp-serve.echoz.io .  The campaign folder should reside under the root folder, or the Recordings folder. Note Make sure that the end of the default path URL matches the following format: /…/<year><month><day>/<prospectPhoneNumber> by <userEmail> @ <hour><minute><second> <AM/PM>[ as <disposition>].<fileType>. For example, /Company Name/2023_9_19/2315166789 by user@email @ 9_33_04 AM.wav. If you need to customize the path, contact Echoz support.