Screen Pops

Skylight uses the customer's Interactive Voice Response (IVR) Interactive voice response (IVR) allows a customers to provide information to CXEngage through voice or DTMF tones input via keypad. information to access the contact's user or ticket information from Zendesk. When you accept an interaction in Skylight, the customer's contact record is automatically displayed in a Zendesk tab.

In Skylight:

• Information from the Zendesk record is displayed in the toaster notification and the contact details in main interaction panel.
• If a customer's information matches multiple Zendesk records, a widget is displayed from which you can select a contact from a list of possible matches.
• If no Zendesk record matches the customer, you can assign the interaction to a Zendesk record.

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You might also be interested in:

• Using Skylight for Zendesk
• Navigating Skylight
• Managing Multiple Interactions