Key Takeaway
Tom Eggemeier, CEO of Zendesk, emphasizes that resolution is the key metric in customer service. The Zendesk Resolution Platform enhances service efficiency through Agentic AI, improving issue resolution. Zendesk has introduced an enterprise contact center solution powered by AWS, featuring voice capabilities and easier setup than traditional systems. Additionally, the Zendesk Employee Service Suite supports internal teams with AI integration, a service catalog, and HR system integrations. Upcoming IT Asset Management functionality will help organizations track employee hardware and software. The suite aims for quick implementation and adaptability, empowering organizations in a changing workplace.
“The only metric that truly matters in customer service is resolution,” states Tom Eggemeier, Chief Executive Officer of Zendesk.
“The Zendesk Resolution Platform is not only accelerating service – it is enabling Agentic AI to effectively address service needs, resolving every issue with reduced effort and improved outcomes.”
Zendesk Expands Offerings with AWS and Contact Centre
Alongside the Resolution Platform, Zendesk has unveiled an enterprise contact centre solution powered by Amazon Web Services (AWS).
Zendesk for Contact Centre
This product, named Zendesk for Contact Centre, is being enhanced with voice capabilities through Zendesk’s proposed acquisition of Local Measure, a customer experience management firm.
Zendesk describes the solution as “the un-CCaaS” (Contact Centre as a Service), asserting that it delivers enterprise-level capabilities irrespective of geography, call volume, or complexity.
The company claims this solution is simpler to set up and maintain than traditional contact centre systems, with AI seamlessly integrated throughout the call process.
Zendesk Employee Service Suite
The company has also launched the Zendesk Employee Service Suite, tailored for internal support teams like IT and human resources departments.
This suite features pre-trained AI, a service catalogue, pre-built human resource information system integrations, and a customized agent workspace complete with task lists and approvals.
Additionally, Zendesk announced plans to introduce IT Asset Management functionality in the coming months to assist organizations in tracking hardware and software utilized by employees.
“The new employee service suite is straightforward to implement and scale across departments, ensuring rapid time to value and a low total cost of ownership,” says Tom.
“Zendesk future-proofs employee service with a solution that is easily integrable, adaptable, and customizable, empowering organizations to navigate a swiftly changing workplace while harnessing the power of Agentic AI.”
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