Story
Zendesk
Air IndiaAir India Extends WFM Across Omnichannel Service
Air India, an industrials organization in India, uses WFM from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through WFM |
Story
Air India did not need another dashboard that nobody opened. It needed omnichannel service to move. In India, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
WFM from Zendesk is now in that path. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
Air India can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
