Story
Zendesk
RELXRELX Brings Contact Center Routing onto Zendesk
RELX, an industrials organization in the United Kingdom, uses Zendesk QA 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 Zendesk QA |
Story
Inside RELX, omnichannel service used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of the United Kingdom. Contact center teams needed a system that would still make sense after the original project team moved on.
RELX uses Zendesk QA 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 RELX 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.
