Elevating CX through strategic technology partnerships

In today’s dynamic business environment, delivering exceptional customer experiences (CX) isn’t just an advantage – it’s essential for survival and growth. Companies that effectively utilise robust technology gain crucial insights, optimise performance, and unlock competitive advantages. As a CX transformation specialist, Ventrica understands firsthand how innovative platforms and strategic partnerships empower businesses to stay ahead. This article delves into the importance of technology partners, particularly from Ventrica’s vantage point and through the lens of the tangible value delivered to our customers.

The world of CX is evolving rapidly, demanding strategic data use and seamless technological integration. Failing to adapt means missed opportunities, operational inefficiencies, and potential customer churn. Ventrica, leveraging Zendesk’s strong core platform alongside its ecosystem of trusted partners, provides the expertise and tools needed to turn interactions into emotive experiences that build lasting loyalty and value. As Zendesk themselves note, their partner ecosystem becomes a significant driver of the overall Return on Investment (ROI) customers achieve.

Ventrica: Your premier partner in CX transformation

Ventrica isn’t just a Business Process Outsourcing (BPO) provider; we are CX transformation specialists deeply invested in utilising technology for optimal outcomes. Managing Zendesk estates for numerous customers, we have embraced the full potential of the Zendesk suite – including Support, Sell, Sunshine Platform conversations, WFM (Workforce Management), QA (Quality Assurance), AI Agents, and solutions for Employee Service. Our approach centres on understanding the unique challenges of our clients and deploying a curated ecosystem of technology partners to deliver tailored, high-impact solutions that extend and enhance the core Zendesk functionality.

We champion an 80/20 buy/build approach: utilising proven platforms like Zendesk and its partners for the core 80% solution, while employing custom development for the crucial 20% that provides a unique competitive edge. This strategy, combined with our agile and innovative in-house professional services and development teams, allows for rapid customisation and the creation of truly bespoke solutions. Our investment in dedicated implementation, commercial, and value creation teams underscores our unwavering commitment to ensuring our customers’ success and maximising their ROI.

The power of partnership: Delivering tangible value through technology

Ventrica strategically partners with leading technology providers, primarily within or adjacent to the Zendesk ecosystem. While Zendesk offers a powerful suite of core products powering billions of conversations for over 150,000 brands, these partnerships allow us to extend functionality beyond the core, ensuring we can address 100% of our customers’ unique problem spaces and requirements. Deep integrations make Zendesk indispensable, boosting retention and long-term value. Here’s how we leverage key partnerships:

Zendesk: The Foundation for exceptional CX

At the core of our technology stack lies Zendesk, a champion of great service. As a Premier Partner, we possess extensive experience in implementing, optimising, and managing the full Zendesk suite to deliver superior customer support and engagement.

• Ventrica’s expertise: Our deep understanding of Zendesk’s evolved platform – including Support, Sell, Explore analytics, WFM, QA, AI capabilities (like AI Agents and Intelligent Triage), and Employee Service applications – allows us to help brands harness these powerful tools effectively. We turn interaction data into actionable insights, creating bespoke reports and dashboards focused on the metrics that drive specific business objectives
• Customer benefit: By leveraging Zendesk through Ventrica, our customers gain profound insights into their operations. They can track performance with granularity, identify patterns, monitor performance in real-time, and make truly data-driven decisions to optimise their CX strategy. Our partnership accelerates their ability to extract maximum value from the comprehensive Zendesk platform, leading to continuous improvement and a distinct competitive edge, often reflected in faster resolutions and reduced wait times

Salto: Bringing DevOps rigour to Zendesk configuration

Recognised by Zendesk as the Tech Partner of the Year for Enterprise Integrations, Salto provides a Business Systems Management solution enabling the management of configurations as code, bringing DevOps best practices to Zendesk.

• Ventrica’s utilisation: We leverage Salto to manage and maintain our customers’ Zendesk configurations efficiently and reliably. This ensures consistency, reduces manual errors, and facilitates smoother, faster deployments
• Customer benefit: Ventrica’s use of Salto translates to more stable and reliable Zendesk environments with enhanced auditability. Changes are implemented with greater speed and reduced risk, minimising disruption. Clients benefit from increased efficiency and substantial time savings; for instance, Salto users like HyperJar reported a 50% reduction in support workload, and FloQast saw a 50% reduction in deployment time, while others like DFIN achieved error-free deployments

Stylo: Enhancing Zendesk support through AI innovation

Positioned as the “#1 Zendesk AI Assistant”, Stylo specialises in AI-powered solutions integrated with technologies like ChatGPT to enhance support operations, complementing Zendesk’s native AI.

• Ventrica’s implementation: We utilise Stylo’s AI capabilities, like Stylo Assist (copilot features) and Stylo Scribe (automated knowledge base creation), to boost agent efficiency and improve self-service
• Customer benefit: This means faster, more accurate support interactions and quicker resolutions. The results can be dramatic: ShipHero achieved an 80% automation rate for Tier 1 tickets, saw a 40% improvement in agent efficiency, noted improvements in NPS and CSAT, and realised a 30% reduction in cost per ticket after integrating Stylo. Users consistently report substantial time savings and ease of use

SnapCall: Elevating customer engagement with video and AI

SnapCall transforms support and sales interactions through seamless visual communication (live and asynchronous video) and intelligent automation integrated within Zendesk.

• Ventrica’s Application: We integrate SnapCall to offer enhanced engagement options like live shopping, visual technical support, and streamlined onboarding.
• Customer Benefit: This leads to more personalised and effective interactions. Benefits include faster ticket resolution times, improved customer satisfaction (higher NPS), enhanced agent efficiency, and streamlined communication. For instance, Meubles RD revolutionised their support “From Frustration to Fast-Track” using SnapCall, contributing to the platform’s rapid user growth.

AWS (Amazon Web Services) & Amazon Connect: Powering scalable voice and cloud integration

AWS provides the scalable cloud backbone, with Amazon Connect offering a powerful cloud contact centre service.

• Ventrica’s integration strategy: We leverage Amazon Connect for sophisticated CTI and omnichannel routing within Zendesk, using pre-built connectors and custom AWS service integrations. We also explore engagement layers like Local Measure (recently acquired by Zendesk) to further enhance agent tools
• Customer benefit: Customers gain highly scalable, flexible voice solutions tailored to their needs. Combining AWS and Zendesk data provides a holistic performance view. Benefits include access to deep insights via Contact Lens analytics, embedded recordings and transcripts within tickets for QA, and potential for lower operating expenses through improved agent productivity

Twilio: Flexible communications infrastructure (CPaaS)

Twilio, a leading CPaaS provider, offers APIs for voice, SMS, video, and more, enabling custom communication workflows integrated with Zendesk.

• Ventrica’s utilisation: We utilise Twilio (often via Zendesk Talk Partner Edition) to build bespoke communication solutions – sophisticated IVRs, SMS support channels, outbound notifications, unique voice routing – tailored to client needs across various industries
• Customer benefit: This gives customers immense flexibility to reach users on preferred channels and implement highly customised workflows. Our Zendesk and Twilio integration for a SaaS customer, for example, reduced call abandonment by 75% and resolved tickets 65% faster, demonstrating the power of combining these platforms for a seamless, scalable CX

Botpress: Enhancing Zendesk with advanced conversational AI

Botpress is a flexible AI chatbot platform acting as a powerful complementary technology to Zendesk’s own AI Agents.

• Ventrica’s use of Botpress: We build sophisticated AI agents for 24/7 support, automating repetitive tasks and enabling seamless human handoffs (HITL), integrated tightly with Zendesk tickets and knowledge base. Ventrica utilises Botpress for AI-powered multilingual support, achieving a 99% live chat completion rate and faster resolutions
• Customer benefit: Clients can offer round-the-clock support, automate common inquiries, and reduce costs. Case studies show tangible ROI: Ruby Labs automated 4 million monthly interactions with 98% resolution for one app, and saw a 60-65% reduction in manual tickets (saving an estimated $50k annually) for another, with zero AI hallucinations reported. Extendly reduced call centre volume by 30%, and hostifAI saw its bot handle 75% of conversations autonomously

Cloudset: Optimising Zendesk workflows and data management

Cloudset specialises in Zendesk add-ons focusing on process optimisation, workflow automation, and data management.

• Ventrica’s application of Cloudset: We leverage applications like Flowset (guided workflows), Formset (dynamic forms), and Performset (advanced SLA management) to enhance process adherence, data quality, and service level tracking
• Customer benefit: This ensures streamlined workflows, improved agent productivity, better data quality, and enhanced SLA adherence. Clients like Donors Choose value the streamlined agent experience and data capture from Formset, while Partnerize uses Cloudset to manage SLAs effectively and reduce operational costs. Healthwave finds Formset indispensable, transforming Zendesk into a powerful CRM-like system

agnoStack: Supercharging e-commerce customer support within Zendesk

agnoStack offers seamless integration with major e-commerce platforms, bringing crucial commerce data and functionality directly into Zendesk for support agents.

• Ventrica’s implementation for e-commerce clients: We integrate agnoStack to give agents real-time access to order data, processing capabilities (refunds, exchanges), subscription management (via integrations like Stay AI), and shipping details (via ShipperHQ integration) without leaving Zendesk
• Customer benefit: This leads to dramatic improvements in support efficiency for e-commerce clients. Agents resolve issues significantly faster, provide more accurate information, and deliver a better CX. Users on platforms like Magento report notable productivity improvements, and retailers benefit from streamlined workflows and enhanced experiences, including access to loyalty data via integrations like Rivo

A customer-centric approach: The tangible benefits of partnership

From our customers’ perspective, Ventrica’s strategic use of Zendesk’s core platform, extended by this integrated technology ecosystem, translates directly to several key advantages:

• Enhanced efficiency and productivity: Integrated solutions empower agents to handle inquiries faster and more accurately (e.g., Zendesk+Twilio: 65% faster resolution; Salto: 50% workload/deployment time reduction; Stylo: 40% agent efficiency gain)
• Personalised and emotive customer experiences: Unified data and advanced tools enable tailored, empathetic interactions across channels
• Streamlined and resilient operations: Automation and seamless integrations reduce manual work, minimise errors, and ensure continuity (e.g., Botpress: 60-65% ticket reduction; Salto: error-free deployments)
• Access to cutting-edge innovation: We bring the latest proven AI, automation, and CPaaS innovations to complement Zendesk’s roadmap (e.g., Stylo: 80% Tier 1 automation; Botpress: 98% resolution rate)
• Scalability and flexibility: Partnerships enable efficient scaling and adaptation to changing needs
• Faster time-to-value: Our expertise accelerates implementation and optimisation, ensuring quicker benefit realisation
• Complete problem solving: Leveraging the right partners ensures we address the full scope of CX challenges, extending beyond core capabilities
• Measurable ROI: Technology partnerships drive tangible results, including cost savings and improved customer satisfaction (e.g., Stylo: 30% cost reduction per ticket)

Conclusion: The undeniable strategic advantage of technology partnerships

At Ventrica, we firmly believe that strategic technology partnerships are fundamental to delivering truly exceptional, differentiated customer experiences in 2025 and beyond. Our carefully curated collaborations with industry leaders like Zendesk, Salto, Stylo, SnapCall, AWS (featuring Amazon Connect), Twilio, Botpress, Cloudset, and agnoStack enable us to provide our customers with innovative, efficient, scalable, and highly personalised support solutions built upon Zendesk’s robust foundation.

By continuously evaluating and integrating the best-in-class technologies alongside Zendesk’s own powerful offerings, we ensure that our clients not only keep pace but stay ahead of the curve, building stronger, more valuable, and more resilient customer relationships. Our commitment to leveraging these powerful partnerships is a testament to our dedication to transforming customer interactions into emotive experiences that build stronger brand connections and maximise lifetime value.

Ready to unlock the full potential of your customer experience with a partner that strategically leverages technology for your success? Don’t let outdated approaches hold you back. Contact Ventrica today for a consultation to discuss how our technology-enabled BPO services and digital solutions can elevate your CX and drive measurable results for your business.