How we saved an online retailer £20k+ per month with Zoom Phone & Gorgias

Since becoming a Zoom partner in 2022, we have engaged in numerous system integration projects and developed our own integration acceleration platform for Zoom Contact Centre, Zoom Phone, and Zoom Virtual Agent. Our expertise was recently put to the test when a US-based eCommerce leader approached us to integrate Zoom Phone with Gorgias.

The challenge

The client was previously utilising Aircall, which offers a native integration with Gorgias Service Desk. However, they were eager to transition to Zoom Phone to take advantage of its robust features and reduce operating costs. The catch? At the time, no existing integration for Gorgias was available.

Our solution

Acceleraate was tasked with designing and developing a secure, scalable, and reliable connection between Zoom Phone and Gorgias. With over two decades of experience in system integration, unified communications, and customer experience, our team was well-equipped to handle this challenge.

Approach

Consultation and Specification Development:

• Client Collaboration: We engaged in extensive consultations with the client to gather their ideas and feedback, ensuring the solution met their specific needs

• Detailed Specification: Based on these consultations, we developed a detailed specification for the integration.

Development and Implementation:

• API Utilisation: Leveraging Zoom’s open API framework and Gorgias APIs, our team built the application.

• Rapid Deployment: We designed, architected, and developed a production-ready integration within four weeks.

Features and Benefits

The integration was designed to be seamless and user-friendly, significantly improving the efficiency of the client's operations. Key features include:

Unified Agent Interface:

• Agents can remain within the Gorgias interface without needing to switch between different applications. This streamlines their workflow and improves efficiency.

Automatic Ticket Creation & Event Logging:

• Every inbound call is automatically logged in Gorgias, with a new ticket created.

• The ticket is tagged with metadata, including call direction, associated call agent, and phone number, providing comprehensive call details at a glance.

Contact Lookup:

• If the contact already exists in Gorgias, their details and history are populated in the ticket.

• For open tickets, the integration updates the existing ticket rather than creating duplicates, ensuring continuity and organisation.

Call Recording and Transcript Logs:

• A link to the call recording and the call transcript is added to the ticket at the end of the call, ensuring that all relevant information is easily accessible.

Results and Impact

By implementing this integration, the client was able to achieve significant cost savings and operational efficiencies, amounting to over £20k per month. The integration enabled a seamless transition to Zoom Phone, ensuring that the client could maintain a high level of customer service and support through Gorgias.