Story
Zendesk
HotelsHotels Extends WFM Across Omnichannel Service
Hotels, a consumer discretionary organization in the United States, uses WFM from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through WFM |
Story
Hotels did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United States, 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.
Hotels 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.
