Le Lézard
Classified in: Science and technology
Subject: AWD

Zendesk Lauded by Frost & Sullivan for Delivering Seamless Omnichannel Digital Customer Engagement across Platforms

Sunshine Conversations data platform introduces effective and consistent conversational interfaces across existing and emerging customer contact channels

SANTA CLARA, Calif., June 2, 2020 /CNW/ -- Based on its recent analysis of the North American omnichannel digital customer engagement market, Frost & Sullivan recognizes San Francisco-based Zendesk with the 2020 North American Competitive Strategy Innovation and Leadership award. One of the earliest providers of customer relationship management (CRM) tools, Zendesk has evolved into a premier provider of customer service and engagement solutions. Its visionary innovation in messaging and other interaction channels, strong partnerships, and solid roadmap bolster its provision of seamless customer journeys that improve the customer experience (CX).

"The company continuously refines its portfolio by creating new solutions as well as by adding third-party applications through rich application programming interfaces (APIs)," said Nancy Jamison, senior research director, ICT. "To extend its market advantage, Zendesk launched its next-generation customer engagement platform, Zendesk Sunshine. This open, flexible CRM platform built on Amazon Web Services (AWS) helps businesses connect and understand customer data to build next-generation customer experiences.  In a move to refine its strategy further, the company leapfrogged development by approaching Smooch, a provider of omnichannel digital engagement. With Smooch becoming a part of the Zendesk family in 2019, the platform was rebranded as Sunshine Conversations."

Smooch's first product was in-app messaging, which allows mobile app developers to integrate a chat or messaging experience directly into their app, thereby providing users with mobile-friendly customer and product support without needing to leave the app. The second part of Smooch's mission was to unify conversations across consumer channels and within the enterprise. Previously, those conversations had required two separate systems and platforms with two different bots. With Zendesk, the combination of Sunshine and Sunshine Conversations enables businesses to de-silo marketing, service, and sales to access a single view of the customer and shared conversation across platforms.

In a truly omnichannel landscape, smoothly integrating data across touchpoints and customer journeys and then surfacing that data to supervisors, agents, and other stakeholders will significantly impact both the customer and the employee experience (EX). In addition, the platform automates rich message translation across channels, thereby normalizing message content and optimizing the representation of that message for each channel, including support for conversational commerce.

"With the adoption of the rebranded Sunshine Conversations platform, Zendesk's omnichannel service delivery and conversational business engagement story have been strengthened," noted Jamison. "It is a testament to the strength of the platform that leaders in customer contact, which are firmly committed to investing in areas such as AI, natural language interfaces, and other technologies, have chosen Sunshine Conversations to enhance their product portfolios. As solution providers continue embracing these technologies to improve the CX and deliver on omnichannel customer contact, Zendesk's solutions will continue to grow in prominence."

Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a strategy that results in stronger market share, competitive brand positioning, and customer satisfaction.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

About Frost & Sullivan

For over five decades, Frost & Sullivan has become world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.

Kristen Moore
P: 210.247.3823
E: kristen.moore@frost.com

About Zendesk

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.

Courtney Blake
P: 888-670-4887
E: cblake@zendesk.com


SOURCE Frost & Sullivan

These press releases may also interest you

at 20:00
Samsung Biologics (207940.KS) has further expanded its partnership with STCube through an additional development and manufacturing service agreement of STM418, an anti-PD1 immuno-oncology candidate. STM418 received much attention from the biopharma...

at 14:00
A new AI-based problem-solving platforms developer, KF Solutions, was launched in Dubai with the aim to pave the way for businesses in the post-COVID-19 world. Founded by Kareem Farid, KF Solutions moves beyond "digital transformation" and addresses...

at 11:05
Electronic Arts Inc. today revealed EA SPORTStm UFC® 4 featuring UFC® middleweight champion Israel "The Last Stylebender" Adesanya and UFC welterweight contender Jorge "Gamebred" Masvidal as the game's official cover athlete duo. The next game in...

at 09:58
Health Vector helps pharmaceutical companies engage with patients by supporting and empowering people along their unique life journeys. The versatile solution focuses on interventional and non-interventional studies, as well as post marketing...

at 09:00
This month Rock West Composites (RWC) announces the addition of 3Form Varia Ecoresin® carbon fiber architectural panel products to its lineup. Carbon fiber has a high-end look that is valued in architecture and interior design projects. By encasing...

at 08:00
United Imaging, a global leader in advanced medical imaging and radiotherapy equipment, continues to set a new standard in molecular imaging and redefine nuclear medicine. The company has begun unveiling new technology that showcases more of its...

News published on 2 june 2020 at 08:00 and distributed by: