Story
Zendesk
SuezSuez Uses Zendesk QA for Contact Center Routing
Suez, a utilities organization in France, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Zendesk QA 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
Inside Suez, omnichannel service used to depend on whoever still had the latest file. That pattern is common in utilities groups working out of France. Contact center teams needed a system that would still make sense after the original project team moved on.
Suez 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 Suez 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.
