Contact center
What is an omnichannel contact center? A complete guide
Omnichannel contact center software streamlines communication channels so customer service reps can provide consistent and personalized support.
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4 min read
Zendesk named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment
In a rapidly evolving CX landscape, AI-enabled workforce engagement is becoming a critical differentiator – and…
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Article
5 min read
Advancing the Resolution Platform to set a new standard for service
Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…
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5 min read
Transform your contact center: The power of unified omnichannel and self-service
Customers expect seamless, personalized service on whichever channel they choose. The era of single-channel support is…
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Call center analytics: Key types, KPIs, and how to use them
What are call center analytics? Call center analytics involve monitoring and analyzing customer interactions within a…
Article
4 min read
Create a foundation for voice success
From the moment they reach out to a business, customers expect a seamless, personalized experience. They…
Article
5 min read
6 contact center trends to watch
If you’ve needed help with an order recently, chances are you’ve interacted with a contact center.…
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