Glia Technologies, Inc.
Sometimes customer service agents need access to back-office experts to help resolve customer issues. With Glia-Zoom Phone integration, Glia agents can seamlessly add back-office experts to the Glia ongoing engagement to help resolve the customer issues on the first call. Increase in First Call Resolution (FCR) helps improve both customer satisfaction and reduce the cost of support.
With Glia-Zoom Phone integration, Gila agent can:
May include user name, display name, picture, email address, phone number, job information, stated locale, account, user ID, contact lists added by the account or user (which may include contact information a user imports from a third-party app), and other profile information.
Information about participants’ computers, phones, and other devices, which may include information about speakers, microphone, and camera, OS version, hard disk ID, PC name, MAC address, IP address (and general location at the country level derived from it), and other device information.
Preferences and settings, which may include whether a passcode or a waiting room is required, permitted event capacity, screen sharing settings, and other settings and configuration information.
May include name, display name, email address, phone number, user ID, and other profile information.
Content generated in Zoom products, which may include audio, video, messages, transcriptions, feedback, responses to polls and Q&A, and files, and related context , such as invitation details, meeting or chat name, and meeting agenda.
Information about how people and their devices interact with Zoom products, which may include when participants join/leave, whether participants sent messages and who they message with, performance data, and other usage information and metrics.
User
user:read:admin
Contacts
contact:read:admin
Phone
phone:read:admin