Story
Zendesk
Volvo GroupVolvo Group Brings Contact Center Routing onto Zendesk
Volvo Group, an industrials organization in Sweden, 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 |
| Risk and compliance | Zendesk QA is the governed place contact center teams use for omnichannel service |
Story
Industrials work at Volvo Group spans more than one site, even when headquarters sits in Sweden. 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. Volvo Group 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 The story is about operating change, not an unpublished percentage.
