Transform Customer Engagement with MT SmartConnect

MT SmartConnect is a powerful tool that connects Cisco Contact Center with Zendesk, offering a smarter and more efficient way to handle customer support. By combining voice communication with the Zendesk ticketing system, this solution automates routine tasks, streamlines ticket management, and ensures agents can provide personalized customer service when it matters most.

Key Features of MT SmartConnect

1. Contact Match

Automatically identifies incoming calls and matches them with existing contacts in Zendesk. This feature allows agents to instantly see the customer’s information when they answer the phone.

• How it works: When a customer calls, MT SmartConnect checks Zendesk for their details. If the customer’s information is already in the system, it pops up on the agent’s screen, saving time and ensuring that the agent is ready to help.

2. New Contact Creation

For new or unidentified callers, MT SmartConnect can automatically create a new contact in Zendesk. This ensures that every interaction, even with first-time callers, is logged and tracked.

• Why it’s important: No need to worry about missing important interactions with new customers. This feature helps grow your contact database and ensures that every conversation is recorded in Zendesk for future reference.

3. Create Ticket

With MT SmartConnect, agents can easily create new support tickets during or after calls. This allows them to log customer issues in real-time and make sure that all concerns are promptly addressed.

• Benefit: By allowing agents to create tickets directly from call interactions, MT SmartConnect ensures that no customer issue is overlooked or forgotten. This improves the efficiency of your support team and enhances service quality.

4. View All Tickets

During a call, agents can access a complete list of all the tickets associated with the customer. This helps them quickly understand the customer’s history and current issues.

• How it works: If a customer calls in with a question, the agent can easily view all the tickets that are open, in progress, or resolved for that customer. This helps the agent provide a faster, more personalized response.

5. Note Activity During Calls

While on a call, agents can take notes directly in Zendesk. This ensures that important information shared during the call is captured and saved for future use.

• Why it matters: Agents can log important details during the conversation, ensuring that everything is recorded for follow-up or for the next agent who might handle the case. It improves the accuracy of the support process and helps teams stay organized.

6. Click-to-Call

Agents can initiate calls directly from Zendesk with just one click. This makes it easy to reach customers quickly without needing to manually dial numbers.

• Benefit: This feature speeds up the calling process, making it easier for agents to stay focused on helping customers rather than wasting time dialing numbers. It also reduces errors and improves agent productivity.

7. Search to Call

Agents can search for contacts or tickets within Zendesk and initiate a call instantly. This helps them reach out to customers or follow up on specific issues quickly.

• Why it matters: This feature reduces the time agents spend navigating Zendesk, allowing them to find the right contact or ticket faster and provide timely support to customers.

Benefits of Using MT SmartConnect

1. Improved Customer Experience

By automatically matching contacts and giving agents access to real-time information, MT SmartConnect ensures smooth and personalized customer interactions. This leads to higher customer satisfaction and builds loyalty.

• Result: Customers feel valued when agents already have their information and can address their concerns quickly.

2. Boosted Agent Efficiency

Features like Click-to-Call and the ability to create tickets directly from calls reduce the amount of time agents spend on administrative tasks. This allows them to focus more on helping customers, which improves overall productivity.

• Effect: Agents can manage more calls in less time, which increases their efficiency and allows them to resolve more customer issues.

3. Effective Ticket Management

By allowing agents to create, view, and manage tickets during calls, MT SmartConnect ensures that every customer issue is logged and tracked properly. This improves the quality of support and helps ensure that no issue goes unresolved.

• Outcome: Better ticket management leads to quicker issue resolution and a smoother support experience for customers.

4. Accurate Record Keeping

The ability to take notes during calls ensures that agents capture all important information in real-time. These notes are saved in Zendesk and can be accessed later for analysis or follow-up.

• Why it’s important: Accurate notes ensure that nothing is missed and that all information is available for future reference. This helps teams stay organized and maintain high-quality customer support.

5. Seamless Communication

By integrating the phone system with Zendesk, MT SmartConnect ensures that agents have all the tools they need in one place. This makes it easier for them to provide quick and relevant support to customers.

• Benefit: Customers get faster responses, and agents can resolve issues more efficiently, leading to better overall customer engagement.

MT SmartConnect Use Cases

1. Customer Support

MT SmartConnect can automate simple customer queries, such as FAQs while transferring more complex issues to live agents for resolution. This ensures a seamless experience for customers.

• Why it’s useful: It reduces agents’ workload while ensuring that customers get the help they need quickly.

2. Sales Assistance

Sales teams can use MT SmartConnect to answer customer inquiries in real-time and create follow-up tickets for leads that require additional support.

• Benefit: This ensures that potential customers get timely answers, improving the chances of closing a sale.

3. Technical Support

IT support teams can manage tickets and resolve issues during calls, allowing them to provide faster and more efficient technical assistance to customers.

• Why it works: By combining call handling with ticket management, technical issues are resolved more quickly, leading to higher customer satisfaction.

Technical Specifications

1. Integration:

MT SmartConnect is fully compatible with Zendesk CRM, making it easy to integrate into your existing systems. You can access all of its features directly from within the Zendesk platform.

2. Compatibility:

MT SmartConnect is compatible With Cisco Contact Center UCCX 12.x, UCCE 12.x, PCCE 12.x, WebEx Contact Center for Zendesk.

3. Communication Channels:

MT SmartConnect supports communication through multiple channels, including Phone, SMS, and Email, giving your business more flexibility in how you communicate with customers.

4. Customization:

You can set up Configurable AI workflows and automated responses to fit your business needs, ensuring that your support processes are streamlined and efficient.

5. Security:

MT SmartConnect uses end-to-end encryption and Secure API Access to protect all customer data and communications and ensure compliance with industry standards and regulations.

Flexible, Scalable Pricing per User

Our pricing structure is tailored to your operational needs, allowing you to scale as you grow. Our annual subscription plans start at just$15 per user, per month, and we offer volume discounts for organizations with 30+ users. This approach enables you to achieve effective cost management and simplified budgeting for your CRM integration.

Why Choose MT SmartConnect?

MT SmartConnect offers seamless integration between Zendesk and Cisco Contact Center, transforming the way businesses handle customer support. By automating routine tasks, simplifying ticket management, and providing personalized customer service, businesses can significantly improve both agent efficiency and customer satisfaction. With centralized data and AI-driven insights, MT SmartConnect ensures that every customer interaction is handled smoothly and effectively.