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New Ifbyphone Widget Integrates Calls into the Zendesk Customer Support Platform

Dramatically changing the face of customer support, the Ifbyphone® Widget integrates call handling and management into existing Zendesk platform; enabling teams to ensure high quality customer service, save time and reduce phone costs.

May 03, 2011
Press Release

Ifbyphone, a voice-based marketing automation platform, announced a new partnership today that gives Zendesk clients the option to integrate the Ifbyphone® Widget into their customer support platform.

The partnership fundamentally changes the way support teams work by integrating Ifbyphone’s powerful virtual call center functionality and automated voice mail transcriptions within Zendesk. Help desks can now instantly manage phone calls within the same platform as other support tickets, eliminating the risk of misplaced or ignored messages.

“Through our partnership with Ifbyphone®, Zendesk now enables customer service organizations to add automated call handling and management to their Zendesk help desk platform,” said Zack Urlocker, COO of Zendesk. “This is yet another addition to Zendesk’s multi-channel support capabilities that include email, web, social media, online chat, community forums and mobile apps.”

Through the integration with Ifbyphone, Zendesk customers can boost productivity, collaboration and customer satisfaction. Zendesk has recognized the value of making Ifbyphone’s services available to its more than 10,000 help desk customers.

With integration of the Ifbyphone Widget, Zendesk users can easily configure a virtual call center for sales or support teams. Ifbyphone® forwards customer calls to an available agent, notifies the agent about who is calling, and then connects the caller to the agent. Additional functionality enables agents to display their business phone number for outbound calls, even when working remotely. If callers reach voice mail, Ifbyphone® creates a Zendesk ticket with a transcription of the message and a link to the audio file.

“Ifbyphone technology is enabling Zendesk customers to seamlessly manage all support requests, including phone calls, in one convenient system,” said Irv Shapiro, CEO of Ifbyphone®. “This Widget will change the customer support eco-system by giving these businesses the tools to ensure high quality customer service and save time for their support teams.”

Ifbyphone Widget Features for Help Desk Agents

  * Handle phone call inquiries alongside online support inquiries in Zendesk
  * Receive notifications about who is calling and view the caller’s information in your CRM system, such as Salesforce.com, before answering each call
  * Make outbound calls that display the main support phone number as the Caller ID instead of the agent’s direct dial
  * Transfer callers to another agent or department, even when working remotely

Ifbyphone Widget Features for Help Desk Managers

  * Configure a full-featured virtual call center to forward inbound support calls to agents using any phone (e.g. cell, home, desk, Skype)
  * View a dashboard with real-time stats about calls each agent handles
  * Analyze historical reports about support calls by team or individual agent
  * Listen to call recordings to ensure high quality customer support

Zendesk customers can call Ifbyphone® at 877-824-0382 or visit http://public.ifbyphone.com/partners/extras/zendesk for more information.

To learn more about Ifbyphone’s suite of services, including Call Distributor, Hosted IVR, Call Tracking, and Voice Broadcasting, visit www.ifbyphone.com.

About Ifbyphone®

Ifbyphone® is a voice-based marketing automation platform that helps companies drive sales, reduce collection cycles, measure marketing effectiveness and improve customer experience. Ifbyphone® provides a suite of software-as-a-service voice applications for call tracking, call notifications, call forwarding, call automation and interactive voice response (IVR). These technologies help you manage, measure and automate voice communications. It’s easy to implement the entire platform of voice applications through the online portal. Companies of all sizes and across all industries use the Ifbyphone® platform including health care, real estate, home services, and a variety of marketing applications.

About Zendesk

Zendesk is a leading provider of web-based help desk software that is reinventing how companies engage with their customers. The company serves more than 10,000 businesses large and small, including MSNBC, Sony, OpenTable and Groupon. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer support. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.

New Ifbyphone Widget Integrates Calls into the Zendesk Customer Support Platform

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