Zendesk Expands Sunshine CRM Platform to Deliver a Complete View of the Customer
New functionality and integrations with Amazon Web Services and Workato let companies connect every system that holds customer context.
By SATRDÉ
Zendesk announced new functionality for Zendesk Sunshine, its open and flexible CRM platform, letting companies connect and understand all of their customer data. Built on Amazon Web Services, these capabilities help teams boost agent productivity and personalize experiences with a complete view of customer activity across systems.
"Modern enterprises need to move fast and need not be slowed down by the anchor of cumbersome, legacy technology. We built Sunshine with AWS because it's modern, agile, and it's what our customers want," said Adrian McDermott, President of Products at Zendesk.
According to CCW Digital, 74 percent of customers feel agents do not have enough context to solve their problems. Alongside Custom Objects, companies can now use Custom Events, Unified Profiles, and the AWS Events Connector to power differentiated experiences across Zendesk and their own applications.
What agents gain
- Every interaction with a customer, regardless of which system recorded it.
- All accounts tied into one comprehensive picture of the customer.
- A real-time streaming events connector built on AWS.
A new e-commerce integration processes events such as billing, so an agent can see when a customer's card was rejected and help them complete the purchase in the moment.
Why it matters for our clients
Sunshine is the layer that makes a service platform stop behaving like a silo. For the public sector and enterprise programs we run, it is how a single record survives across an ITSM tool, an asset system, and a constituent portal. If you are evaluating how much context your agents actually have, that is a good place to start.
Where this stands now
Sunshine's open-platform approach — unified profiles, custom objects and events, and native AWS connectivity — has become the foundation of how modern Zendesk environments are built. As a Zendesk consulting partner, SATRDÉ helps public and private sector organizations across North America put these capabilities to work: connecting the systems that hold customer context, and designing agent experiences around a complete view of the customer. If your agents are still switching between systems to answer one question, [book a consult](/schedule-a-meeting) and we will show you what a connected Zendesk environment looks like.
