Foehn has developed and launched a new telephony application called Rekord that enables contact centres to link voice recordings effortlessly and seamlessly to Zendesk tickets. More than 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. Rekord will enhance even further the multi-channel support capabilities of Zendesk.
Rekord integrates seamlessly with contact centres and help desks, connecting inbound and outbound calls to tickets. In doing so, it gives the agent control over the integration from either the application panel within Zendesk or total control via the telephone handset allowing for a seamless user experience.
As well as being platform agnostic, compatible across all PBXs, Rekord completely removes the need for the development of plugins and updates for a company’s PBX.
And as well as removing support overheads, Rekord is completely scalable to the needs of contact centres. Furthermore, there is no capital outlay because Rekord is 100% cloud based.
James Passingham, CTO of Foehn, said: “Rekord is the first solution of its kind and this approach offers several advantages. As you continue to use your own PBX infrastructure, you retain all the reporting functionality, routing, call transfer, MIS, capabilities for your business. It adds unique value to customer service functions by linking voice recordings with Zendesk tickets and improving recorded information of customer enquiries.”
Rekord also means that companies can reduce their compliance costs; they save time and money because compliance is much faster and tighter.
Other features of Rekord include the ability to assign calls to nominated tickets, retrieve information about the caller and assigned ticket hyperlinks.
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