Story
Zendesk
NianticZendesk at Niantic: Contact Center Routing
Niantic, a communication services organization in the United States, uses Zendesk AI from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Zendesk AI 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
Niantic grew contact center routing faster than the local tools around it. From the United States, communication services teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Zendesk AI put omnichannel service on Zendesk. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Niantic keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
