Bricom Joins Zendesk Presents Singapore to Shape the Future of Customer Experience
Zendesk Presents Singapore
Event Highlights
Zendesk Presents Singapore: Exploring the Future of CX in the Age of AI
View More
As AI continues to reshape the business landscape, customer expectations are evolving faster than ever, driving a sharp increase in demand for customer support.
To help businesses navigate this shift, Zendesk hosted Zendesk Presents Singapore, an AI-focused customer experience summit, on August 22, 2024. The event brought together customer experience experts, industry leaders, and community voices from across the Asia-Pacific region.
The event was also a great opportunity to reconnect with both long-standing partners and new friends from across the CX community.
At the summit, Zendesk unveiled a range of AI-powered innovations designed to help businesses deliver better customer experiences in an increasingly AI-driven world. The portfolio spans AI agents, workflow automation, Agent Copilot, Workforce Management (WFM), and Quality Assurance (QA)—all powered by Zendesk AI.
These capabilities are designed to help businesses prepare for the anticipated fivefold increase in customer support demand over the coming years, while maintaining high standards of service quality and operational efficiency.
View More
Bricom at Zendesk Presents Singapore
As a Zendesk Premier Partner and AWS Advanced Consulting Partner, Bricom was invited to participate in the summit as an online sponsor.
Bricom is committed to helping global businesses accelerate digital transformation and drive continuous innovation. Our services include the implementation and delivery of Zendesk and Amazon Connect on AWS, helping businesses build scalable and connected customer experience environments.
In mainland China, Bricom serves multinational companies across multiple industries as well as Chinese companies expanding into global markets, including leading organizations in smart manufacturing, e-commerce, and financial services.
Our approach is centered on building a comprehensive cloud ecosystem around a simple “2+1” model: two core cloud services—unified communications and customer service—combined with Bricom’s global customer experience expertise and managed services.
Drawing on extensive experience in traditional contact centers, Bricom works closely with Zendesk and AWS to help businesses modernize their customer operations, migrate business applications to the cloud, and build intelligent customer service platforms.
上下滑动查看更多
View More
From Cloud Adoption to Intelligent CX
Bricom provides end-to-end services spanning consulting, implementation, and ongoing operations, helping businesses take advantage of the latest cloud technologies to improve contact center efficiency and productivity.
Our capabilities cover solutions including Zendesk AI and Workforce Engagement Management (WEM), enabling organizations to automate routine work, empower customer service teams, and deliver more consistent experiences.
At the summit, Maureen Chong, RVP Sales, Asia, GCR & Korea at Zendesk, highlighted the importance of reducing customer effort:
“Reducing customer effort has always been key to improving satisfaction. We believe AI has tremendous potential to make customer experiences simpler and more enjoyable. That’s why we’re embedding AI seamlessly across our products—enabling businesses to deliver proactive, personalized service and make every customer interaction effortless.”
Matthias Göhler, General Manager of WEM in Zendesk’s CTO Office, also shared insights into the rapid adoption of Zendesk AI.
As one of the fastest-adopted products in Zendesk’s history, Zendesk AI is already helping thousands of companies improve service quality and accelerate business outcomes. It can automate up to 80% of support requests and generate three times more instant automated resolutions. According to Zendesk, these capabilities can reduce resolution times by 30% while improving agent productivity by at least 10%.
He further explained that Zendesk AI can streamline operations through task automation and intelligent ticket routing, helping administrators optimize workflows and improve response efficiency. This allows customer service teams to spend more time on higher-value, strategic activities, such as proactive sales engagement.
View More
Building Trust in AI-Powered CX
As AI becomes increasingly embedded in customer service, trust remains essential.
Zendesk gives businesses greater control over how AI is deployed, backed by robust security measures designed to support compliance with relevant security and privacy requirements.
The platform also provides capabilities that help businesses manage customer data securely and confidentially, including the automatic detection and removal of sensitive personal information.
Together, these safeguards create a more secure and reliable foundation for businesses looking to adopt AI while continuing to innovate in customer service.
Putting People at the Center of CX Innovation
Delivering exceptional customer and employee experiences requires more than technology. It calls for continuous innovation, a people-first mindset, and closer collaboration across teams.
With real-time data and actionable insights, businesses can make better decisions, deliver more personalized experiences, and improve overall performance for both customers and employees.
Just as importantly, businesses need the right technology and implementation partner—one that can provide the expertise, support, and collaboration needed throughout the cloud transformation journey.
Innovation. Collaboration. Performance.
At Bricom, these principles are at the heart of what we do. Customer experience is what drives us. And it is how we help businesses create better experiences for both their customers and employees.
Looking Ahead
Through insightful discussions and real-world perspectives from Zendesk and its customers, Zendesk Presents Singapore created a valuable platform for knowledge sharing, industry exchange, and collaboration.
The event offered businesses a closer look at the latest customer experience trends, while providing practical insights into how organizations can unlock new opportunities through technology and innovation.
As more businesses recognize CX as a critical competitive differentiator, investment in customer experience strategies continues to grow. Looking ahead, AI will undoubtedly play a central role in shaping the next generation of CX.
Looking ahead, Bricom and Zendesk will continue to explore new opportunities in the age of AI, reshape the customer experience, and unlock new possibilities through digital transformation—helping businesses expanding globally serve customers smarter and compete with confidence in markets around the world.
For more information, read the original article.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
Wechat Official Account: Bricom普利康姆 |
Wechat Channel: Bricom普利康姆 |
