A number of cloud-based contact center service providers have recently announced integration with web-based, help desk provider Zendesk. Among them include, Interactive Intelligence, 8×8 and Five9.

Indeed, Zendesk provides compelling, elegant and innovative solutions for customer service care. I think that cloud-based providers are targeting Zendesk as a key integration partner to assist on improving their Conversational Commerce goals to solve real contact center challenges. These include:

• Actionable Context – Cloud providers are looking to cluster agents for the best possible customer experience. For example, by any channel, on any device, at any time. Customers can communicate with companies pretty much however they wish, but it has been a challenge to cloud-based providers to handle all of these interactions in context. In providing the best possible customer experience, an agent who understands the context of an interaction can provide an effective, more emotionally connected response and better represent the brand of the company.
• Speed – Actionable context can make interactions between callers and agents faster and more efficient. Understating the customer path or journey allows agents to provide better customer satisfaction.
• Smooth Integration – While cloud-based contact center service providers each have their own “special sauce,” they’re always looking for tools to streamline the customer interaction and seamlessly integrate tools and features. The ability to integrate, maintain, tune and extend services through these tools provide competitive differentiation and a strategic advantage.
• Metrics, Metrics, Metrics – Providers want visibility into how they’re doing, as do their customers. Actionable metrics allow providers to fine-tune their operations and processes, thereby addressing costs as well as business goals.

Hence, cloud-based providers are looking to companies such as Zendesk to provide elegant solutions to both customers and contact center operators. What do you think?

Categories: Conversational Intelligence, Articles

Tags: Big Data, Cloud-based Customer Care, Zendesk