Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
Twilio Flex is cloud-based contact center platform that’s infinitely flexible. Flex delivers what you need to run an enterprise contact center. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.
You can now add omnichannel and programmable capabilities of Twilio Flex directly in Zendesk Support experience. Using the new Zendesk CTI Flex integration, Zendesk agents can now take calls, sms, chat, or other Flex tasks directly in the Zendesk desktop.
Make every customer interaction across all Channels contextual and personal by using information gathered in Call Flows to automatically lookup and display relevant Zendesk tickets or user records. Keep an auditable track of Agent Task Interaction history by automatically logging of Flex interactions into a related Zendesk ticket. And with Click to Dial facility, you can Let agents place an outbound call with the click of a button.
Read more about all available features in the Flex documentation twilio.com/docs/flex/zendesk-integration.
We can’t wait to see you supercharge your Zendesk Support Experience with Flex!
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Apps install directly into your account
Robust and reliable and also works really well with the Ciptex Zendesk in Flex plugin in and APIs. This has allowed us to decide on an agent by agent basis to either put Flex inside Zendesk or Zendesk inside Twilio Flex as well supporting multiple Zendesk instances in a single Twilio Flex deployment.