Story
Zendesk
DetectifyZendesk at Detectify: Contact Center Routing
Detectify, an information technology organization in Sweden, uses Zendesk AI from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Zendesk AI |
| Capability | Contact center teams work from the same Zendesk AI record for contact center routing |
Story
Detectify did not need another dashboard that nobody opened. It needed omnichannel service to move. In Sweden, 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.
Zendesk AI 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.
Detectify 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.
