Story
Zendesk
CargillCargill Brings Contact Center Routing onto Zendesk
Cargill, a consumer staples organization in the United States, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Cargill asked for a cleaner operating picture of contact center routing. Zendesk is what they run.
“Contact center teams needed a system that would still make sense after the original project team moved on.”
“Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations.”
Independent write-up. Figures come from public sources or are illustrative.
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 Zendesk QA |
Story
Inside Cargill, omnichannel service used to depend on whoever still had the latest file. That pattern is common in consumer staples groups working out of the United States. Contact center teams needed a system that would still make sense after the original project team moved on.
Cargill uses Zendesk QA from Zendesk as the working layer for contact center routing. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Cargill gets from Zendesk is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
