Story
Zendesk
Oscar HealthHow Oscar Health Runs Omnichannel Service on Sunshine
Oscar Health, a health care organization in the United States, uses Sunshine from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Sunshine record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Health Care work at Oscar Health 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. Oscar Health 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 The story is about operating change, not an unpublished percentage.
