Story
Zendesk
HSBCHSBC Adopts Zendesk for Omnichannel Service
HSBC, a financials organization in the United Kingdom, uses WFM 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 | WFM is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
HSBC did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United Kingdom, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
WFM from Zendesk is now in that path. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
HSBC can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
