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Zendesk

NICE inContact and Zendesk Working Together to Support Remote Contact Center Teams

NICE inContact CXone@home free for 60 days to new customers NICE inContact, a NICE business, and the leader in cloud contact center, announced it is partnering with Zendesk, Inc. service-first customer relationship management (CRM) company, to support contact centers responding to changing customer demands. Companies can now use NICE inContact CXone@home with the Zendesk Support Suite and the complimentary Zendesk Remote Support Bundle to help remote contact center and help desk teams keep up with increased interactions…

KMS Lighthouse Expands Its Knowledge Management Solution via Native Integration With Zendesk

New access to KMS Lighthouse on the Zendesk Marketplace gives users the capabilities to easily search and find answers in one place KMS Lighthouse has officially launched its KMS Lighthouse Zendesk integration offering: Lighthouse for Zendesk Chat and Lighthouse for Zendesk Support. Integrating KMS Lighthouse with Zendesk improves agent and customer experiences, ensuring fast, accurate access for agents to search and retrieve answers to customers' questions instantly in Lighthouse Key aspects of the integration include…

MarTech Interview with Gadi Shamia, CEO at Replicant

"In the near future, we will see a more automatic and streamlined supply chain, where automation takes care of the majority of the process across all steps of the employee and customer journey." Hi Gadi, tell us about your journey and how you arrived at Replicant.ai. I got involved in the Contact Center space almost six years ago when I met the Founder and CEO of Talkdesk. Back then, most call centers were using on-premise software, but Talkdesk offered the only call center software that could run in a browser. I…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Box, Finn AI, 180byTwo, Grapevine6, Genesys, Peer39, and AdMaven. Australian Neobank, Xinja, Helps Transform Customer Experience With Box Box, a leader in cloud content management, announced that Xinja – a leading Australian neobank – has chosen Box to enhance its customer interactions via the Xinja mobile application. Xinja customers’ bank statements and account data will now be…

Finn AI and Zendesk Integration Enables AI-Powered Digital Self-Service for Banking Customers

Finn AI, the world’s leading AI-powered conversational banking technology provider announced its listing on the Zendesk, Inc.  Marketplace and its new pre-configured integration with Zendesk Chat. “Many banks are turning to artificial intelligence to deliver these experiences at scale. With the integration between Finn AI and Zendesk, banks can leverage AI to drive productivity, free up resources, and improve customer satisfaction with seamless handover between bots and live agents.” The Zendesk Marketplace is a…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Zendesk, Shutterstock, Movable Ink, Acuant, UpContent, IZEA, and Pareteum Corporation. Zendesk Benchmark Snapshot Shows Widespread Global Service Impacts Zendesk, Inc., the service-first CRM company, released its Zendesk Benchmark Snapshot highlighting the global impact of the current COVID-19 (Coronavirus) pandemic, which is being felt across markets by businesses and industries of…

Zendesk Benchmark Snapshot Shows Widespread Global Service Impacts

Customer behaviour is increasingly unpredictable with ticket volumes fluctuating anywhere from -17% to +24% week-to-week during the global COVID-19 outbreak Company launches number of free resources, including new product bundle to make it easier for all businesses to support customers and boost remote agent productivity  Zendesk, Inc., the service-first CRM company, released its Zendesk Benchmark Snapshot highlighting the global impact of the current COVID-19 (Coronavirus) pandemic, which is being felt across markets by…

AI Voice Responders Support Call Centers During COVID-19

Call centers are the backbone of any business. In these torrid times, every call center is under intense pressure due to the COVID-19 pandemic. AI Voice Responders have come to the rescue. One such AI Voice Responder supporting call centers during stressed situations belongs to Replicant.ai, the leading-edge provider of Artificial Intelligence-enabled Voice technologies. AI and Automation can help Call Centers Meet Customer Demands The AI Voice Responder provides a quick and cost-effective way for businesses to better…

Zendesk Announces Partnership with Tata Consultancy Services

Zendesk, Inc. announced a strategic alliance with Tata Consultancy Services (TCS) to provide world-class, enterprise grade CRM solutions for large Enterprises. The partnership combines Zendesk’s powerful support, sales and engagement software solutions together with TCS’ deep contextual knowledge and experience in digital transformation. Together, Zendesk and TCS will collaborate and more efficiently solve companies’ increasingly complex technological requirements and provide powerful CRM custom solutions and integrations.…

#Relater 2020: TechBytes with Adrian McDermott, President of Products at Zendesk

Hi Adrian, you are the go-to architect for Zendesk products. What approach do you take to create easy, cohesive, and frictionless experiences along the entire customer journey? Customer experience (CX) is the sum of each service moment along the customer journey, from one purchase to the next. My approach is to always ensure that we have a robust Omnichannel strategy to anticipate potential disconnects in customer engagements, and that allows them to retain important information to deliver a cohesive and frictionless…

#Relater 2020: MarTech Interview with Jeff Titterton, CMO at Zendesk

“The biggest challenge for any CMO today is that our role has fundamentally changed and evolved. We're no longer brand storytellers devoted solely to Outbound Marketing. We’re now stewards of the entire customer experience from awareness and acquisition to engagement and retention.” From majoring in English to leading some of the most prolific Marketing and Sales teams in the Subscription economy, could you walk us through your journey to becoming Zendesk CMO? I started my career as a Writer and Editor working in…

Zendesk Singapore Expands Global Engineering Role to Develop New Service-First CRM Offerings

Zendesk Chat Sees 40 Percent Year-On-Year Growth of Completed Chat Interactions Globally, With the Team Now Expanding Its Role to Drive Development of the New, Innovative Agent Workspace Zendesk Singapore, the APAC headquarters for the global service-first CRM company based in San Francisco, has played a pivotal role in the global development of new features of the expanded Support Suite announced, that enables companies to take a conversational approach to customer experience regardless of channel. The Singapore…

Zendesk Expands Sunshine CRM Platform to Deliver Complete View of the Customer

New functionality and integrations with AWS and Workato enable companies to build differentiated experiences Zendesk, Inc. announced new functionality for its open and flexible CRM platform Zendesk Sunshine that lets companies connect and understand all their customer data. These capabilities built on Amazon Web Services (AWS) help companies boost agent productivity and personalize customer experiences with a complete view of their customers’ activity across systems. “Modern enterprises need to move fast and need not…

Zendesk Expands Service-First CRM Solutions to Transform Customer Experience

New product suites democratize service and sales software by making it easy to try, buy and use Zendesk, Inc.  announced new, powerful Support and Sales Suites, expanding its service-first CRM solutions by enabling service and sales teams to instantly connect with their customers and have natural conversations across all touchpoints. The modern set of offerings helps companies easily build positive, long-term customer relationships. “Today’s digital-first customers expect real-time, ongoing and personalized…

A Ready Reckoner to #ZendeskRelate 2020 [Infographic Inside]

Keep this Infographic handy as a ready reckoner to the #ZendeskRelate 2020. Zendesk's annual user conference #ZendeskRelate 2020, will kick-off on 3 March. The three-day event will showcase a totally new theme in the Customer Service industry. It's called “Agency Experience Management” for Agent Workspace collaboration. To feature your startup story and experience with Zendesk tools, please write to us at sghosh@martechseries.com. To schedule a meeting at #ZendeskRelate, please fill the form here.

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from Zendesk, Salesforce, eBay, Microsoft Corp and RTW Retailwinds. Salesforce Update: Vlocity Acquisition, Co-CEO Keith Block Stepping Down and More… Salesforce economy is definitely booming and set to register another phenomenal quarter ahead. The world’s biggest CRM-maker for Marketing, Sales and Commerce has announced big updates this week. Zendesk to Hold Annual Analyst and Investor…

Zendesk to Hold Annual Analyst and Investor Event on March 4, 2020

Zendesk, Inc. announced that as part of its global user conference, Relate 2020, it will hold its annual analyst and investor event on March 4, 2020 in Miami, Florida. The analyst and investor event will include executive presentations followed by a question and answer session. It will be available via live webcast beginning at 1:00 p.m. Eastern Time, and an archive version will be available for six months. Both will be accessible by visiting Zendesk’s investor website at investor.zendesk.com. Marketing Technology News:…

Sitel Group Sponsors Zendesk Relate 2020

The customer experience leader to also host theater session on March 3 Sitel Group, one of the largest customer experience (CX) management companies in the world, announced its Gold Sponsorship for Relate 2020, Zendesk Inc.'s annual global user conference to be held in Miami, March 3-5, 2020. "We are proud to continue working with Zendesk by sponsoring this event in Miami - home of our very own HQ," said Martin Wilkinson-Brown, Chief Marketing Officer at Sitel Group. "Like Zendesk, Sitel Group is dedicated to…

MarTech Interview with Shawna Wolverton, SVP of Product at Zendesk

"Product Managers don’t worry too much about robot overlords taking our jobs. It is so much more art than science." About Shawna You were part of the first Localization Product Management team at Salesforce. Today, you lead Product Management at Zendesk. How has your role evolved in the last few years? My career has never been a straight line, I’ve moved in and out of Localization, Marketing and Product Management roles for the last 25 years. I took a big step back in my career to join Salesforce as their Localization…

Daily MarTech Roundup: Latest News, Insights, Funding and Updates

Today’s Daily MarTech Round-up covers the latest in Cloud, Marketing Analytics, Automation, Customer experience AI and ML announcements from TTEC Holdings, Zendesk, Trulioo, Zoomd Technologies Ltd, and HotSwitch. TTEC Enters Into Strategic Partnership with Pega to Accelerate Digital Transformation Across the Contact Center TTEC Holdings, Inc., a leading digital customer experience technology and services company focused on the design, implementation and delivery of trans formative solutions for many of the world’s most…