Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing)

Frontline Agent Console for CXone is designed to seamlessly embed the NICE CXone Agent interface within Zendesk. How it works:

As soon as an agent receives a call through CXone, the app searches the Zendesk database for the caller’s phone number or another metric (please contact us for customized searches). If a match is found it will open an existing ticket, create a new ticket, or display the user page depending on the settings you choose.

Features:

• Support for NICE inContact channels such as voice, chat, email, voicemail, and work items.
• Transfer and conference contacts to other agents, skills, or external destinations.
• Automated Outbound dialing (Personal Connection)
• Support for inContact’s dispositions and marquees.
• Automatic Zendesk account search via phone number / ticket creation / user creation.
• Custom Field Mapping can memorialize inContact contact details into ticket fields, and comments.
• Automatic Call Log creation and access from Zendesk tickets.
• 24/7 Support, as well as ongoing maintenance and product updates.