Top Independent Research Firm Gives Zendesk the Highest Scores Possible
in Product Strategy and Number of Live Installations
SAN FRANCISCO--(BUSINESS WIRE)--
Zendesk, Inc. (NYSE:ZEN) was positioned by Forrester Research as a
Strong Performer in The Forrester Wave™: Customer Service Solutions For
Midsize Teams, Q4 2015, which is available at: https://www.zendesk.com/resources/forrester-zendesk/
This Forrester Research report evaluates customer service solutions for
midsize organizations, and noted that vendors primarily target these
solutions at teams with hundreds of customer service agents or fewer who
support inquiries over a breadth of voice, digital, and social
communication channels. These solutions are predominantly SaaS
solutions, offering a rapid time-to-value. Forrester Research noted that
Zendesk has started to win multi-thousand agent deals.
Zendesk scored among the top three in Market Presence. Forrester
Research gave Zendesk the highest scores possible in Product Strategy
and Number of live installations, and tied for having the highest score
in Business intelligence.
Forrester Research makes the following observations about Zendesk:
“...it has a pioneering approach to embeddable technology, including
integration into Facebook Messenger.” The report goes on to say, “Its
simplicity, usability, and application ownership has garnered it over
60,000 paid customers since its inception in 2007. Zendesk has an
aggressive product roadmap around predictive analytics and rapid revenue
growth.”
“Zendesk is the new face of customer service and in our opinion our
position as a Strong Performer in this Wave confirms Zendesk as the
‘Innovator's Choice’ for customer service leaders that execute
differently than a decade ago. To do that they require a new platform
that is both agile and scalable for larger organizations in order to
stay ahead of customers needs,” said Marcus Bragg, SVP of Worldwide
Sales and Customer Success, Zendesk.
This result as a Strong Performer follows Zendesk’s inclusion in a
series of reports from top industry analysts: BIME Analytics was named a
Strong Performer in The Forrester Wave™: Cloud Business Intelligence
Platforms, Q4 2015. According to Forrester Research, “BIME Analytics
distinguishes itself with direct connections to many data sources.” The
report points out “its main distinguishing feature is the 50-plus
out-of-the-box connectors to online and on-premises data sources, which
enable users to analyze and blend data straightaway.” Zendesk was also
named a Visionary in Gartner's
Magic Quadrant for the CRM Customer Engagement Center 2015.
Recent Zendesk product innovations and advancements include:
-
General
availability of Advanced Voice, a significantly enhanced version
of its phone support offering, embedded directly into Zendesk’s
cloud-based contact center.
-
A
new integration for Microsoft Office 365, the first customer
service add-in for Outlook. It enables anyone in an organization to
create a new customer support ticket with a click of a button directly
from within the Outlook interface.
-
Acquisition
of BIME Analytics. With the acquisition, Zendesk is expanding its
leadership in helping organizations apply a data-driven approach to
customer service and engagement and understand the ever-increasing
diversity of data about their customers.
-
Satisfaction
Prediction, the first machine learning and predictive analytics
feature for customer satisfaction. The feature leverages historical
satisfaction survey results to predict conversations at risk of bad
customer satisfaction before they occur, allowing organizations to
take a data-driven approach to customer service.
About Zendesk
Zendesk provides a customer service platform designed to bring
organizations and their customers closer together. With more than 64,000
paid customer accounts, Zendesk’s products are used by organizations in
150 countries and territories to provide support in more than 40
languages. Founded in 2007 and headquartered in San Francisco, Zendesk
has operations in the United States, Europe, Asia, Australia and South
America. Learn more at www.zendesk.com.
Source: Zendesk, Inc.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160105006114/en/
Source: Zendesk, Inc.