Story
Zendesk
Mayo Clinic PlatformMayo Clinic Platform Uses Zendesk QA for Contact Center Routing
Mayo Clinic Platform, a health care organization in the United States, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Health Care work at Mayo Clinic Platform 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 (Zendesk QA) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Mayo Clinic Platform 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 The story is about operating change, not an unpublished percentage.
