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B3Works is a softphone application based on Desktop, Mobile, and Web Browser applications that end users can use to carry out communication activities, such as making phone calls, and chatting.
B3Works CTI simplifies call management and provides Contact Center access to relevant information about callers. This information can enable your business to personalize the Customer Experience, increase efficiency and streamline Contact Center operations for customers and agents. B3Works CTI offers several features, including:
- Ticket Management: Generate tickets automatically when making outgoing calls, and renew tickets automatically after outgoing and incoming calls end.
- Agent Status: Each Agent has a different situation, Agent can adjust the status (Available/Busy/Away/Offline).
- Advanced Call Routing: With this feature, you can use Ring All / Round Robin / Skill Based / Sticky Agent Routing.
- Communications Hub: Monitor your call center data while an agent is on the call to make quick decisions and increase your operating efficiency.
- Supervisor Tools: With dedicated tools, supervisors can access active call monitoring (call barges, call spies, whispers), and queue management, with detailed agent performance history.