Turning Zendesk into a Fully Fledged Contact Center

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A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In today’s world, that entails making it easy for your customers to communicate with you using the channel of their choice and adding contact center capabilities.

Zendesk has been adding call center capabilities to its application, and yet, we are finding companies that are challenged by three major issues:

  1. It’s too hard to manage calls and chats simultaneously.
  2. Time is wasted when agents have to look up the customers’ information.
  3. Customers don’t get the grand treatment they deserve when it comes to routing their calls and chats to the right agents.

Zendesk customer service operations typically offer multiple channels of communication but have no easy way to work with all of them at the same time. Agents are interrupted by chats while they’re on a call, and they lose focus when switching back and forth between conversations. You need to add to Zendesk an interaction queue that lets you handle calls and chats efficiently by placing all interactions in a single queue and routing chats and calls in order of arrival/priority automatically, while still adhering to service level targets. The system knows which agents are available to take a call or another chat and routes the customer appropriately.

The Zendesk ticketing workflow is augmented with an automatic lookup of all relevant customer data that your agent needs. Our integration enables your contact center to access data that lives outside of Zendesk, and use it within Zendesk—without agents having to do anything at all. Your communication system pulls customer data from your database, checks entitlement, creates new cases, prioritizes them, and pops important information to the agent’s screen. For everyone involved, Bright Pattern for Zendesk saves time by accessing customer data automatically.

All your customers are important, of course, but how do you know which customers are the most valuable right now, or which customers have the most urgent needs? You know when you segment and prioritize your customers to ensure your top customers get the red-carpet treatment they deserve. The system can transparently pull and use data to identify, prioritize, and direct top customers automatically to skilled agents, ahead of all others. Lower-priority customers, in the meantime, can be directed to self service. Using data to differentiate and prioritize customers improves service levels and efficiency, saves time, and ultimately, increases customer satisfaction (without them even knowing it). 


Bright Pattern for Zendesk is a simple add-on to Zendesk that will get your customer service a long way both in terms of efficiency and better supporting your customers. It expands Zendesk with some key features that no contact center should be without:

  • Ease of use for handling multiple conversations across all channels in a single desktop interface
  • Automated data lookups
  • Intelligent distribution of calls, chats, and SMS to agents

Learn more about how Bright Pattern can improve your Zendesk experience.

Shelby Faris

About Shelby Faris

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