Attrix: IVR with Zendesk

Kaptea partnered with AttriX to build a custom interactive voice response (IVR) integration into Zendesk, specifically designed for fleet and telematics operations. By connecting IVR data such as customer ID, call reason, and menu selections directly into Zendesk tickets, agents immediately access caller context before answering the call. This saves time and reduces manual data entry.

The Challenge

Leading the Way in Telematics and Fleet Intelligence

AttriX needed a smarter way to handle a growing volume of customer service calls from drivers, fleet partners and HR inquiries  without overwhelming their support team.To improve efficiency, they aimed to connect their IVR system directly to Zendesk, enabling agents to see who was calling and why — before picking up the phone.Kaptea stepped in to design a fully custom IVR-to-Zendesk integration that automatically populates tickets with caller context, including contact ID, call purpose, and selected options.As a result, average handle time dropped by 53 seconds, agent workload decreased and customer satisfaction rose significantly.

Talk to us

The Solution

Enhancing IVR with Expert Twilio & Zendesk Integration

While AttriX is a technology company and built their own Twilio Studio IVR, they quickly realized that there were many Twilio features to take advantage of in order provide the best customer experiences. Running out of time, they decided to engage Kaptea development services to provide recommendations on their existing build and integrate Twilio with Zendesk so that customer support agents could respond quickly to incoming customers.

Testimonials

How we helped our partners

“Its really been a pleasure woking with the team at Kaptea! It’s amazing the amount of ground we’ve covered – thank you again for building a great system for us to work with!”

Dan Koch
Chief Technology Officer, Tomo Networks
4
New Communication Channels
35
Live Agents

“It was a pleasure working with the team from Kaptea. They quickly understood our requirements, came up with an innovative way to integrate Zendesk with Twilio IVR to deliver a much improved customer experience.”

Samuel Michaud Morin
Contact Center Project Manager, Attrix
28
Sales & Service Advisors
14,000
Incoming Customer Calls per Month

“Kaptea not only built a solution to meet the messaging requirements of the HSE’s COVID-19 Contact Tracing Programme but also provided on-going day-to-day support of the solution. Kaptea provided detailed analytics and worked with Twilio customer support to ensure the quality and consistency of the service met the HSE’s high standards.”

HSE ICT Corporate Delivery Programme Manager
20
Twilio Studio Flows
28,256,234+
SMS Delivered

“Our team now has one dashboard with the full charity or donor history at their fingertips, our agents are now perfectly prepared to help callers so that food gets delivered to the charities that need it most. With Kaptea as our Twilio partner, we avoided disruption to service and irritating technical glitches. Both our CRMs ended up smoothly integrated with Twilio Flex.”

Rory Fallon
Head of Internal Systems, FoodCloud
4
Channels
15,000+
Tracked Conversations
Button Text

Blog

Blog Posts

See more

7 Best Omnichannel CRM Platforms to Try in 2025

9 Personalized Customer Support Strategies to Improve CX

Simple Tactics for Better Customer Experience Optimization

What’s Inside an Effective Omnichannel Marketing Plan Template?

What Can You Do with Twilio Programmable Video?

How to Deliver a Better Omnichannel Customer Experience

9 Omnichannel Personalization Strategies You Need to Know

How to Build a B2B Omnichannel Strategy That Actually Works

How to Master Real-Time Customer Engagement

Why Call Center SMS Solutions Are Changing Customer Service

How to Optimize Your B2B Omnichannel Messaging Strategy

12 Omnichannel Best Practices to Increase Customer Loyalty

How to Create Your Own Omnichannel Marketing Strategy

Why Your Business Needs an Omnichannel CRM System

The Power of Integrated CRM Solutions for Maximum Growth

Why Do CRM Integration Services Matter for Growth?

How to Get Multi-Channel Customer Engagement Right

Your 2025 Guide to WhatsApp CRM Integration

Twilio MS Dynamics Integration Made Simple

Unlocking The Power Of SMS Messaging Through Twilio

Tips For Hiring And Retaining Contact Centre Agents

The Benefits of Twilio-Salesforce Integration

Why Empathy Lies At The Foundation Of Superior Customer Service

Essential Customer Onboarding Metrics To Track

SMS Customer Experience: A Complete Guide

The Benefits Of Conversational AI For Contact Centres

How Twilio Flex Integration Can Transform Contact Centre Performance

How Real-Time Customer Engagement Can Boost ROI

Radically Boost Contact Centre Productivity With Twilio Flex

The Benefits of a Twilio WhatsApp API Integration In Your Business

Key Metrics To Improve Contact Centre Productivity

Omnichannel Compliance – What Contact Centres Need To Know About Using Social Channels Like WhatsApp

Multichannel vs Omnichannel Customer Engagement

How To Improve First Call Resolution (FCR) For Contact Centres

How to Optimize Omnichannel Engagement With Twilio Flex

5 Contact Centre Metrics To Improve Customer Experience

Top 10 Ways To Destroy Customer Trust

Kaptea certified Gold status Twilio Consulting Partner

9 Personalized Customer Support Strategies to Improve CX

Customers want more than answers – they want to feel known. A short reply from a support rep means little if it sounds generic. Today, people expect support teams to respond fast and know exactly who they’re speaking to. That includes knowing customer preferences, history, and the last issue they raised. Personalized customer service gives customers a better experience and helps businesses keep them longer. It helps reduce frustration, improve satisfaction, and boost brand loyalty. In this article, you will learn how personalized support works, why it matters, and how to build a system that meets customer expectations.

Multichannel vs Omnichannel Customer Engagement

7 Best Omnichannel CRM Platforms to Try in 2025

Omnichannel CRM platforms have become a must for companies that deal with customers on multiple channels. As users move between email, chat, phone, and messaging apps, they expect companies to stay in sync and respond quickly. It’s no longer enough to just store contact details. Businesses now need tools that track customer behavior, support consistent messaging, and offer timely service across different touchpoints. That’s where the right platform comes in. It helps manage customer interactions, support agents, and marketing efforts in one place. In this article, you will learn how omnichannel CRMs help with service, sales, and marketing. You’ll also get a full breakdown of the best options to consider in 2025.
Previous
Next

Book a Demo

Ready to Transform Your Customer Communications?

Join companies like An Post, eFlow, and Barratt who've reduced response times by 67% and launched omnichannel support in just 7 days.

Book a Free Demo