Story
Zendesk@
Charter Communications
Charter Communications Uses Zendesk QA for Contact Center Routing
Charter Communications, a communication services organization in the United States, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Communication Services teams at Charter Communications treat Zendesk as the working layer for omnichannel service.
“Inside Charter Communications, omnichannel service used to depend on whoever still had the latest file.”
“Contact center teams needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Zendesk QA record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Inside Charter Communications, omnichannel service used to depend on whoever still had the latest file. That pattern is common in communication services 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.
Charter Communications 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 Charter Communications 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.
