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Zendesk Expands Sunshine CRM Platform

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Zendesk, a leading provider of customer service and sales CRM software, has announced new functionality for its flexible and open CRM platform Zendesk Sunshine that lets enterprises understand and connect all their customer data. These capabilities that are built on the seamless Amazon Web Services (AWS) help enterprises personalize customer experiences and boost agent productivity with a complete view of activities of their customers across systems.

Adrian McDermott, President of Products, Zendesk, said modern enterprises need to move fast and need not be slowed down by the anchor of cumbersome, legacy technology. McDermott added Zendesk built Sunshine with AWS because it’s modern, agile, and it’s what our customers want and also remarked that 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.

Approximately 74 percent of customers are of the view that agents don’t have enough context to amicably solve their concerns. In addition to Custom Objects, enterprises can now leverage powerful Sunshine features like Unified Profiles, Custom Events, and AWS Events Connector for powering differentiated experiences across Zendesk and their own apps. Through these capabilities, agents can now:

  • Tie all of their accounts with a unified, comprehensive picture of their customers.
  • Harness the true power of Amazon Web Services with a real-time streaming events connector.
  • View every interaction with their customers, irrespective of the system.

A new eCommerce integration was also announced by Zendesk that processes events, like billing, which allows enterprises to offer help to their customers in real-time. For instance, an agent can see when the credit card of a customer is rejected and offer support in order for the customer to happily and successfully complete their purchase.

As part of its Early Access Program (EAP), Zendesk launched new workflow tools and integrations with partners like Qualtrics, Narvar, and Workato that help enterprises automate and scale experiences by leveraging an end-to-end view of the customers. Enterprises can harness these capabilities to:

  • Leverage the data within Zendesk or third-party systems for triggering actions and enhancing processes.
  • Effortlessly automate manual tasks so agents can speed up work.
  • Make employees more productive.
  • Create powerful flows that can be reused across multiple processes.

Markus Zirn, VP Business Development at automation platform Workato, remarked we are looking forward to furthering our partnership with automations that trigger activity in Zendesk and external systems to ensure a seamless customer experience.

Sean Benedict, Customer Experience Operations Manager at full-service storage company MakeSpace, remarked our customer support agents before Zendesk Sunshine struggled with complicated CX systems. Benedict added our agents now have a more holistic customer view in one place, seeing every customer event and the full history. The MakeSpace Customer Experience Operations Manager added that our team now has everything they need to deliver a seamless and stress-free storage experience to our customers.

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