Zendesk Expands Sunshine CRM Platform to Deliver Complete View of the Customer

Zendesk, Inc. (NYSE: ZEN) today announced new functionality for its open and flexible CRM platform Zendesk Sunshine that lets companies connect and understand all their customer data. These capabilities built on Amazon Web Services (AWS) help companies boost agent productivity and personalize customer experiences with a complete view of their customersa?? activity across systems.

"Modern enterprises need to move fast and need not be slowed down by the anchor of cumbersome, legacy technology. We built Sunshine with AWS because ita??s modern, agile, and ita??s what our customers want,a?? said Adrian McDermott, President of Products, Zendesk. "We are impressed by how our customers are integrating other developer tools and building on Sunshine to break down data silos and deliver better customer experiences.a??

According to CCW Digital, 74 percent of customers feel agents do not have enough context to solve their problems. In addition to Custom Objects, starting this month, companies can leverage powerful Sunshine features such as Custom Events, Unified Profiles and the AWS Events Connector to power differentiated experiences across Zendesk and their own applications. With these capabilities, agents can:

View every interaction with their customers, regardless of the system.

Tie all of their accounts into one comprehensive picture of their customer.

Harness the power of AWS with a real-time streaming events connector.

Zendesk also announced a new e-commerce integration that processes events, such as billing, which allows businesses to provide real-time help to their customers. For example, an agent can see when a customera??s credit card is rejected and provide support in order for the customer to successfully complete their purchase.

"With Sunshine, organizations using both Qualtrics and Zendesk can now have a more complete view of their customers directly inside the support agent workspace,a?? said R.J. Filipski, Global Director of Business Development, Qualtrics. "With customer experience data on one platform, leaders can spend more time focusing on the actions that will drive the most impactful business outcomes."
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