Story
Zendesk
VerizonVerizon Standardizes Contact Center Routing on Zendesk
Verizon, a communication services organization in the United States, uses Sunshine 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 |
| Risk and compliance | Sunshine is the governed place contact center teams use for omnichannel service |
Story
Verizon is based in the United States and runs communication services operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Zendesk, with Sunshine as the product contact center teams actually open. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. For Verizon, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
