New IfbyphoneR Widget Integrates Calls into the Zendesk Customer Support Platform


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Dramatically changing the face of customer support, the IfbyphoneR Widget
integrates call handling and management into existing Zendesk platform;
enabling teams to ensure high quality customer service, save time and reduce
phone costs.

CHICAGO, IL – May 3, 2011 – IfbyphoneR, a voice-based marketing automation
platform, announced a new partnership today that gives Zendesk clients the
option to integrate the IfbyphoneR Widget into their customer support

The partnership fundamentally changes the way support teams work by
integrating Ifbyphone’s powerful virtual call center functionality and
automated voice mail transcriptions within Zendesk. Help desks can now
instantly manage phone calls within the same platform as other support
tickets, eliminating the risk of misplaced or ignored messages.

“Through our partnership with IfbyphoneR, Zendesk now enables customer
service organizations to add automated call handling and management to their
Zendesk help desk platform,” said Zack Urlocker, COO of Zendesk. “This is
yet another addition to Zendesk’s multi-channel support capabilities that
include email, web, social media, online chat, community forums and mobile

Through the integration with IfbyphoneR, Zendesk customers can boost
productivity, collaboration and customer satisfaction. Zendesk has
recognized the value of making Ifbyphone’s services available to its more
than 10,000 help desk customers.

With integration of the IfbyphoneR Widget, Zendesk users can easily
configure a virtual call center for sales or support teams. IfbyphoneR
forwards customer calls to an available agent, notifies the agent about who
is calling, and then connects the caller to the agent. Additional
functionality enables agents to display their business phone number for
outbound calls, even when working remotely. If callers reach voice mail,
IfbyphoneR creates a Zendesk ticket with a transcription of the message and
a link to the audio file.

“IfbyphoneR technology is enabling Zendesk customers to seamlessly manage
all support requests, including phone calls, in one convenient system,” said
Irv Shapiro, CEO of IfbyphoneR. “This Widget will change the customer
support eco-system by giving these businesses the tools to ensure high
quality customer service and save time for their support teams.”

IfbyphoneR Widget Features for Help Desk Agents

. Handle phone call inquiries alongside online support inquiries in Zendesk
. Receive notifications about who is calling and view the caller’s
information in your CRM system, such as, before answering
each call
. Make outbound calls that display the main support phone number as the
Caller ID instead of the agent’s direct dial
. Transfer callers to another agent or department, even when working

IfbyphoneR Widget Features for Help Desk Managers

. Configure a full-featured virtual call center to forward inbound support
calls to agents using any phone (e.g. cell, home, desk, Skype)
. View a dashboard with real-time stats about calls each agent handles
. Analyze historical reports about support calls by team or individual agent
. Listen to call recordings to ensure high quality customer support

Zendesk customers can call IfbyphoneR at 877-824-0382 or visit for more information.

To learn more about Ifbyphone’s suite of services, including Call
Distributor, Hosted IVR, Call Tracking, and Voice Broadcasting, visit

About IfbyphoneR
IfbyphoneR is a voice-based marketing automation platform that helps
companies drive sales, reduce collection cycles, measure marketing
effectiveness and improve customer experience. IfbyphoneR provides a suite
of software-as-a-service voice applications for call tracking, call
notifications, call forwarding, call automation and interactive voice
response (IVR). These technologies help you manage, measure and automate
voice communications. It’s easy to implement the entire platform of voice
applications through the online portal. Companies of all sizes and across
all industries use the IfbyphoneR platform including health care, real
estate, home services, and a variety of marketing applications.

About Zendesk?
Zendesk is a leading provider of web-based help desk software that is
reinventing how companies engage with their customers. The company serves
more than 10,000 businesses large and small, including MSNBC, Sony,
OpenTable and Groupon. Zendesk products are easy to customize, integrate,
and use so companies can quickly start offering better customer support.
Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark
Capital and Matrix Partners. Learn more at

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