Story
Zendesk
SeagateSeagate Extends WFM Across Omnichannel Service
Seagate, an information technology organization in the United States, uses WFM from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through WFM |
| Capability | Contact center teams work from the same WFM record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Inside Seagate, 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.
Seagate uses WFM 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 Seagate 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.
