SEVERNA PARK, MD—CallTrackingMetrics, the world’s only software unifying marketing attribution and contact center tools, announces a new integration with Zendesk. With many of the world’s largest organizations using Zendesk to provide support to their customers, this direct integration will enable service teams to map real-time data across platforms and enhance the caller experience.
“Our integration with Zendesk is the latest in our effort to partner with the essential tools our customers are using every day,” shares Todd Fisher, CEO of CallTrackingMetrics. “Our customers can now combine the powerful support tools of Zendesk with the robust conversation and contact data we deliver at CallTrackingMetrics, thereby closing the gap between their support and sales interactions.”
With the integration, support agents can create Zendesk tickets directly in the CallTrackingMetrics activity log—eliminating the need to switch back and forth between platforms. A caller’s previous ticket history in Zendesk will also appear alongside the CallTrackingMetrics softphone in the call log so agents can review past interactions to help resolve requests quickly. Support staff can search Zendesk ticket history within CallTrackingMetrics using custom criteria and keywords/tags to isolate repeat issues or concerns mentioned on phone calls.
Further, with the ability to map CallTrackingMetrics agents and fields to matching criteria in Zendesk, businesses gain full visibility into their customer conversations across both platforms.
“With customer satisfaction so central to our own core values as a company, this integration is a natural alignment to bring value to our customers and help them enhance their interactions with their own customers,” Fisher added.
CallTrackingMetrics is the only digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center. More than 30,000 customers around the globe trust CallTrackingMetrics to manage communications for their marketing, sales, and service teams.
CallTrackingMetrics has also been recognized in Inc. Magazine’s 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software.