Story
Zendesk
OptimizelyHow Optimizely Runs Omnichannel Service on Sunshine
Optimizely, an information technology organization in the United States, uses Sunshine from Zendesk to support omnichannel service for contact center teams.
Teams at Optimizely moved contact center routing onto Zendesk after local tools started to collide.
“Information Technology work at Optimizely spans more than one site, even when headquarters sits in the United States.”
“Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Sunshine is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Information Technology work at Optimizely spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Zendesk (Sunshine) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Optimizely uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
