For businesses with an existing phone support solution or sophisticated telephony needs, Talk Partner Edition enables you to choose your own call center software and integrate it with Zendesk’s omnichannel solution.
To get started right away, we have pre-built integrations with over 90+ telephony providers that plug right into Zendesk. Otherwise, you can use our CTI toolkit to build your own integration with your preferred call center solution.
This article contains the following sections:
Why use Talk Partner edition?
Although you use Zendesk Support, we realize that you might use a call center solution other than Zendesk Talk that you want to connect to Zendesk’s omnichannel experience. Talk Partner Edition enables you to use pre-built integrations with 90+ telephony providers that plug directly into Support, or use the Talk Partner Edition API to write your own integrations.
How to use Talk Partner edition
If you don’t want to use the pre-built integrations, the Talk Partner Edition developer guide contains a wealth of information to help you integrate your existing call center solution with Zendesk products.
With the Talk Partner Edition API you can configure telephony requests to trigger actions in Zendesk Support, for example:
- Identifying an agent based on the phone device
- Creating a ticket and displaying it to an agent
- Opening an existing ticket for an agent
- Displaying a user’s profile to an agent
- Adding a recording or transcription to a ticket
- Creating a voicemail ticket
For more details and examples, see the Talk Partner Edition developer guide.
What telephony integrations are available?
- Amazon Connect
- NICE inContact
For a full list, see this page.