INSUBCONTINENT EXCLUSIVE:
Zendesk has always been strongly focused on customer service in the cloud
They began to look at this more broadly in September when they purchased Base to move into sales automation and CRM
Today, the company announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk toolset.
All of
this appears to be with an eye toward shifting Zendesk from its core customer service mission to a broader customer management business
Mikkel Svane, founder and CEO at Zendesk, says Sunshine is about moving his company toward a platform play, something that many cloud
companies have aspired to
&Sunshine is a platform for building your own apps, and also for managing and storing and connecting all your customer data,& Svane told
TechCrunch.
For starters, Zendesk is partnering with AWS to act as the infrastructure services backend for the applications built on the
&You can build apps on top of Sunshine, typically customer experience or customer relationship apps, and it built natively on AWS, so that
you have access to all the AWS services
And of course, all of the applications rely on the Sunshine platform for information sharing, etc,& he explained.
He says they deliberately
chose the public cloud because they believe that is where developers want to operate today
&We believe that businesses and developers should take advantage of the public cloud paradigms and use frameworks such as Sunshine to build
these applications,& he said.
Svane says for starters, this approach is aimed at helping Zendesk customers build applications to take
advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent
developers could begin working on the platform too.
He sees today announcement as a first step toward expanding the company set of products
and services, and it something they plan to build on in the coming years
&You&re going to see a lot more on our roadmap over the next couple of years to truly embrace our platform mission and our ultimate goal is
to be a ubiquitous CRM platform where anyone who wants to can build any kind of customer-facing application, and really benefit from the
public cloud and from the Sunshine framework and have data flow seamlessly between services, vendors and applications,& he said.
We saw
customer experience take center stage this week when SAP bought Qualtrics for $8 billion
Understanding the customer has clearly become increasingly important and Zendesk has access to a lot of customer data, which developers can
take advantage of to build customized customer-centric applications
The only thing that truly surprising about this announcement is that Zendesk didn&t make a platform play sooner.
But perhaps as a more
mature vendor, and with Base in the fold, they feel they are more prepared to make this type of move now than they were in the past
Whatever the reason, every enterprise cloud company worth its salt has tried to be a developer platform, and with today announcement, it
