Tenfold CTI & Voice Integration for Zendesk vs CloudTalk for Support

Available only to agents with “Talk - Partner Edition” seats (see https://www.zendesk.com/talk/pricing/ ). Tenfold Next Generation CTI integrates dozens of voice platforms natively with Zendesk. By connecting your phone system to Zendesk, Tenfold enables you to recognize and respond to your customers at the moment of interaction. With features like screen pop, unified customer profile, click-to-dial, automatic call logging, local presence dialing, and more, Tenfold powers sales, support and service teams to have better customer conversations. Supported Platforms: 3cx, 8x8, Alcatel, Asterisk, Avaya, Broadsoft, Cisco, EvolveIP, Fuze, Genesys, Mitel, NEC, NetSapiens, NICE InContact, Panasonic, RingCentral, Samsung, Shoretel, Skype for Business, Toshiba, Unify & More Key features: Click-to-dial - Dial out by clicking on any number within your browser or Zendesk. Click-to-dial eliminates manual dialing and speeds up outbound calling; with support for international country codes and formats. Local Presence Dialing - Increase connect rates by presenting a local number on caller IDs. Screen Pops & Unified Customer Profile - Immediately recognize customers with a call popup that shows relevant customer information from Zendesk for both outbound and inbound calls. Call Notes & Dispositions - Take notes and log call outcomes right on the popup. Automatic Call Logging - Automatically capture and log all call data to Zendesk, eliminating manual input and improving Zendesk adoption. Natural Language Processing - Automatically transform notes like “follow-up next week” into actionable tasks. @mention Task Creation and Notifications - Tag your teammates and create tasks intuitively by using @mention right in the call notes. Benefits: Easy implementation - Tenfold works with Zendesk seamlessly so you immediately benefit without the need to change your current IT infrastructure. Increase productivity - Eliminate inefficient tasks that plague many client-facing teams. With Tenfold, sales, support and service teams use their time to focus on customers and prospects instead of spending a chunk of their day performing administrative tasks. Great customer experience - Tenfold arms your sales, support and service teams with contextual customer information for each call so they can provide the best customer experience. Make better business decisions - Make the most informed business decisions as Tenfold logs all call data into Zendesk, increasing data integrity and data volume without needing to rely on personnel to manually log the details of each customer interaction.

CloudTalk for Support This extension is available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition. Learn more here. Why Choose CloudTalk + Zendesk? Connect with customers effortlessly. CloudTalk’s integration with Zendesk helps support teams deliver more personal calls. With 160+ international numbers and 70+ advanced features—including call flow designer, workflow automation, and real-time data sync—your teams stay focused on customers, not admin tasks. Every inbound call, outbound call, missed call, voicemail, and SMS is automatically logged as a structured Zendesk ticket — with call direction, duration, agent name, recording link, and AI-generated insights included. No manual entry. No missed interactions. Click-to-Call from Any Ticket or Contact With the CloudTalk CTI installed, agents call customers in one click from any Zendesk ticket or contact profile. When an inbound call arrives, the CTI automatically opens the matching Zendesk contact and their most recent ticket history — so agents know who's calling before they pick up. AI Insights in Every Zendesk Ticket When Conversation Intelligence is enabled, CloudTalk automatically transcribes calls, analyzes sentiment, provides a call summary and detects key topics so you can review conversations faster and coach your team effectively. CloudTalk automatically exports AI insights directly into your Zendesk tickets after each call. Your agents have full context before responding. Your support managers see trends across tickets without opening a separate tool. How CoachHub increased productivity using CloudTalk and Zendesk SMS in Zendesk Send and receive SMS directly in Zendesk. Every inbound and outbound SMS is automatically created as a Zendesk ticket with full message content, direction, agent name, and number logged. VoiceAgent Calls Take automation further with CloudTalk AI Voice Agents. These AI agents can answer routine inquiries, pre-qualify callers, collect information, or send follow-ups—so your team can focus on complex cases. When needed, AI Voice Agents seamlessly escalate calls to your human agents. AI Voice Agent calls are automatically logged as Zendesk tickets. You can define what structured data the VoiceAgent should extract during the conversation — and that information is written to the ticket alongside standard call data. How Circle Gym Got 150% More Bookings with AI Voice Agents Save Time with Analytics and Automation Workflow Automation Use triggers to automate ticket creation, update statuses, and streamline post-call workflows. All activities sync in real time between CloudTalk and Zendesk. Advanced Analytics Track metrics like average wait times, abandoned call rates, and team performance to optimize operations and deliver a better customer experience. Custom Field Mapping for Zendesk Explore CloudTalk call data can now be mapped directly to Zendesk ticket fields, making it possible to report on calls inside Zendesk Explore. Call details like agent, duration, direction, and recordings are written into ticket fields you choose — so you can build reports in Zendesk Explore and act on call and ticket insights in one place. Call Flow Designer Set up intelligent call flows, routing rules, and IVR menus tailored to your business needs—all inside CloudTalk. Ready to get started? Set up the CloudTalk + Zendesk integration in just a few clicks — no technical expertise required. 👉 Schedule a demo with our team Data Disclosure CloudTalk for Zendesk Support exchanges contact details, ticket metadata and tags, SMS messages, and call recordings, transcriptions, and notes with your Zendesk account. This data is used to sync communications, auto-log calls and messages as tickets, and keep contact records current between platforms. See our Privacy Notice for full details. Check out the video below for a quick tutorial: