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Status Functionality already exists
Workspace OMS - Call Center
Created by Guest
Created on Jul 14, 2022

Access from Zendesk

We need a quick and simple way to launch Call Center from Zendesk, taking the CSR directly to the same customer. This would greatly help the CSRs and help us avoid manual switching and copy/paste between the applications.

What is your industry? Retail
How will this idea be used?

Customer is contacting us through Call Center and she is identified in our primary app Zendesk. With this direct linking in place, CSR is able to very quickly retrieve customer's order history and other rich detail captured in our OMS system. CSR is then in great position to assist the customer further, perhaps making necessary changes to the order, etc.

  • Guest
    Aug 8, 2022

    Jason,

    Many thanks for the guidance. Looks like spot on ... we will test this and let you know then.

  • Admin
    Jason Cheng
    Jul 18, 2022

    Hi Juha,

    This feature actually exists. Please refer to the IBM documentation https://www.ibm.com/docs/en/call-center/10.0?topic=considerations-launching-sterling-call-center-from-another-application

    Let me know if you have any other questions. Thanks.