Story
Zendesk@
American Electric Power
American Electric Power Standardizes Contact Center Routing on Zendesk
American Electric Power, a utilities organization in the United States, uses Sunshine from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through Sunshine |
| Capability | Contact center teams work from the same Sunshine record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
American Electric Power is based in the United States and runs utilities operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Zendesk, with Sunshine as the product contact center teams actually open. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. For American Electric Power, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
