At Loyally, we specialize in helping companies transform their customer service operations through intelligent, seamless technology integrations. One of our most impactful solutions is the Broadsoft and Zendesk integration—a powerful tool that enables support teams to handle calls, tickets, and customer interactions all in one place.
One company that has seen long-term success with this solution is JOI Gaming—a leading Dutch online gaming operator known for its commitment to innovation, compliance, and exceptional customer care.
What Is Broadsoft and Why Does It Matter?
Broadsoft, now part of Cisco, is a cloud-based communications platform that powers voice and collaboration services for many of the world’s top telecom providers. These include:
With such widespread adoption, Broadsoft is the foundation for enterprise-grade telephony around the world—making it the ideal partner for a Zendesk integration.
Key Features of the Broadsoft & Zendesk Integration
Our integration enhances Zendesk with full telephony functionality, allowing support agents to work smarter and faster. Key features include:
- Automatic ticket creation and appending
- Contact search in Zendesk for all incoming and outgoing calls
- Broadsoft contact search across agents and queues
- Click-to-dial from within Zendesk
- Caller information preview before answering
- Call and ticket transfers
- Single sign-on (SSO)
- And more time-saving features for busy support teams
Learn more about the Broadsoft & Zendesk integration.
🏆 Success Story: JOI Gaming
JOI Gaming, a subsidiary of JVH Gaming & Entertainment Group, operates BetCity—one of the most recognized names in the regulated Dutch online betting market.
For over four years, JOI Gaming has trusted Loyally’s Broadsoft & Zendesk integration to manage its customer support infrastructure. Handling high volumes of customer queries daily, their support team needed a solution that delivers speed, context, and reliability.
Measurable Benefits for JOI Gaming’s Support Team
Since implementing the integration, JOI Gaming has achieved:
- Faster first response times, thanks to automated ticket generation and call data logging
- Increased agent productivity, with in-Zendesk dialing and real-time caller insights
- Streamlined collaboration, through call transfers and internal conferencing
The result? A support operation that’s as agile and innovative as the brand itself.
A Partnership We’re Proud Of
At Loyally, we’re proud to support forward-thinking organizations like JOI Gaming. Their long-term success highlights the power of technology when aligned with a strong customer-first culture.
We look forward to continuing this partnership and helping other ambitious companies elevate their customer experience (CX) with smart integrations.
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