Zendesk launched Sunshine, an open and flexible customer relationship management (CRM) platform built completely in the public cloud on Amazon Web Services, Inc. (AWS). Zendesk Sunshine enables businesses to connect and understand all their customer data, wherever it lives, and gives their developers the ability to build and deploy customer apps and services faster. Sunshine is built entirely on open standards, with the security, scalability and reliability of AWS built into its core.
Zendesk also launched a new sales force automation tool, Zendesk Sell, and the data analytics product, Zendesk Explore.
“It’s time to break free from CRM platforms that think they’re the center of the universe and lock you into an outdated view of the world,” said Mikkel Svane, Zendesk founder and CEO. “We built Sunshine to shed light on the many different dimensions of customers and their data, while giving developers the freedom to build the way they want in the public cloud.”
Introducing Zendesk Sell and Integration with Sunshine
Zendesk also announced the launch of Sell, a sales force automation (SFA) tool built to enhance productivity, processes, and pipeline visibility for sales teams. Sell marks the first step in integrating SFA software into the Zendesk family of products.
With Sell, information will be able to flow seamlessly between support and sales on the Sunshine CRM platform, resulting in a single conversation with customers and better alignment between teams.
Sunshine launches with powerful capabilities including Profiles, Events and Custom Objects that allow customers to store and connect to all their customer data.
With Profiles, businesses can create a single, unified view of the customer across all applications. Using Events, companies can capture any customer activity such as customer service interactions, website visits, purchase transactions, and shipping history in a historical timeline. Custom Objects allows companies to collect additional relevant information like products owned, equipment rented, or even telemetrics from a connected car from outside sources, then store this data directly within Zendesk.
Customers can use Sunshine to not only create a complete picture of their customer but also model the relationship customers have with the data and the business.
Introducing Zendesk Explore
Zendesk also announced the general availability of its data analytics tool, Explore.
Integrating seamlessly with all of its products, Zendesk Explore makes it easier for companies to see and analyze data across all Zendesk support channels. With Explore, businesses can now get a single view of the customer across all teams and channels so they can focus on measuring and improving the experience they deliver.
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