Story
Zendesk
HarnessHarness Uses Zendesk QA for Contact Center Routing
Harness, an information technology organization in the United States, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Zendesk QA is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Inside Harness, omnichannel service used to depend on whoever still had the latest file. That pattern is common in information technology 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.
Harness 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 Harness 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.
