Zendesk, Inc. (NYSE: ZEN) today announced expansion to Zendesk
Sunshine, its open and flexible CRM platform built on Amazon Web
Services (AWS). These expansions include new partnerships and
integrations that will make it easier to connect siloed data and deliver
deep customer insight to advance proactive customer experiences.
Zendesk also announced it acquired Smooch, a platform connecting
businesses with customers to power more personalized and human
conversations. The acquisition marks Zendesk’s next step in delivering
the best omnichannel experiences by connecting conversations between
businesses and customers on any messaging channel–from websites and
mobile apps to the world’s leading messaging apps like WhatsApp and
Facebook Messenger.
With Sunshine, businesses are able to connect and understand all
customer data, wherever it lives, to build the best customer
experiences. Sunshine is built for developers entirely on open standards
with the security, scalability, and reliability of AWS at its core. With
new integrations from companies including Narvar and Domo, Sunshine will
begin offering new, powerful capabilities with tailored offerings across
industries such as manufacturing and retail.
“Launching the open, flexible, CRM platform Sunshine, marked a
significant milestone for us as we help companies get a deeper and more
holistic view of their customers,” said Adrian McDermott, president of
products, Zendesk. “Our new partnerships enable companies to build and
deploy apps faster with Sunshine. This flexibility is key to creating
experiences that customers want today.”
System integrators deliver on scale and operational efficiency
As mid to large-size enterprises embark on digital transformation
journeys, they often look to trusted IT advisors and integration
partners to identify and understand new technologies that will help them
not only scale, but also realize operational efficiencies. Zendesk is
working with a range of system integrators (SIs) to help companies
design, build and deploy Sunshine within complex cloud architectures.
A prime example is ClearScale, an AWS Premier Consulting Partner,
committed to building a Zendesk practice and leveraging its talented
team of engineers and developers to deploy Sunshine solutions.
“Our partnership with Zendesk to broaden the capabilities of the
Sunshine CRM platform is a perfect fit,” said Pavel Pragin, CEO of
ClearScale. “Our expertise as an Amazon Web Services Premier Partner
combined with Zendesk’s decision to tightly integrate Sunshine with AWS
gives Zendesk customers virtually endless integration possibilities.
This strategic partnership increases the ability for Zendesk to
efficiently solve new complex issues with their customers and offer even
more native features in the Sunshine ecosystem. We are delighted to be
contributing to such a well-designed platform.”
Partner program advances Sunshine adoption across industries
Zendesk’s technology alliances program and system integration
partnerships provide tailored offerings to meet the needs of its
customer base across critical verticals and use cases, including
e-commerce, retail, manufacturing, IoT, and incident management. With
Sunshine, customers can get up and running faster with fewer developer
resources. These partnerships allow customers to leverage open APIs and
create best of breed solutions with the ability to easily integrate
other applications versus being locked into a closed system.
Additional partners including Qualtrics, Atlassian Opsgenie, Vidyard,
PagerDuty, Zaius, Moltin, Particular, CloudSet, Envoy, and Magento (an
Adobe company) are committed to building Sunshine integrations in
collaboration with Zendesk in the near future. These partners will join
companies such as Pendo, Segment, Stella Connect, and Oomnitza, that
currently build on Sunshine.
Narvar, a software company delivering post purchase experiences for
retailers around the world, can help companies holistically manage
customer experiences within Zendesk by connecting data about order
details, shipment status and returns, as well as proactively address
customer requests, decreasing response time and improving customer trust.
“We’re always looking for ways to drive operational efficiencies for
commerce companies in service of simplifying the customer experience,
whether on our own platform or through partnerships across the
ecosystem,” said Amit Sharma, Founder & CEO, Narvar. “We know customer
service is a critical piece of that experience, and integrating with
Zendesk Sunshine helps meet the needs of both support teams and the
consumers they serve.”
“This integration with Narvar and Zendesk Sunshine will allow our teams
to better engage with our customers by having more visibility into each
customer’s experience,” said Joe Megibow, CEO, Purple. “We strive to put
our customers at the center of all we do, and are thrilled to continue
to find new solutions that enable world-class service across the
touchpoints in their journey.”
Domo, a cloud-based operating system that allows entire businesses to be
run through phones, partners with Zendesk and AWS to enable companies to
manage their IoT solutions in more impactful and proactive ways. End
users receive a better, proactive service experience, and companies are
able to reduce the cost of service.
“The beauty of connecting the Domo IoT cloud with AWS IoT Core and
Zendesk Sunshine is the ability to receive real-time alerts coming in
from devices anywhere across the world. Through this network of
end-to-end data and device management, the Domo platform enables
customer insight into individual connected devices, while dramatically
reducing the time to resolve issues,” said Jay Heglar, Chief Strategy
Officer at Domo. “For example, SharkNinja’s robot cleaning systems
individually report back data and any issue that arises immediately
alerts the AWS IoT Core and Sunshine systems to proactively create a fix
request.”
The combination of these new partnerships and integrations for Sunshine
will allow companies to easily anticipate customer needs and better
engage with them throughout their experience. This Sunshine expansion
was unveiled at the one-day customer experience event, Zendesk Showcase,
taking place in New York today.
About Zendesk
The best customer experiences are built with Zendesk. Our customer
service and engagement products are powerful and flexible, and scale to
meet the needs of any business. Zendesk serves businesses across
hundreds of industries, with more than 145,000 paid customer accounts
offering service and support in over 30 languages. Zendesk is
headquartered in San Francisco, and operates worldwide with 17 offices
in North America, Europe, Asia, Australia, and South America. Learn more
at www.zendesk.com.
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