#Abbyy integrations software#

The synergy across teams using the platform is part of what helped ABBYY’s teams easily transition to remote work when COVID-19 hit. Understanding those connections helps ABBYY track, prioritize, and implement operational or product changes.

Zendesk also integrates into ABBYY’s development systems, allowing product managers, developers, and support agents to see associations between bug-tracking reports and tickets.

The native app also allows agents to see account information from Salesforce associated with tickets in Zendesk Support. Sales and leadership teams use a native integration that shows Zendesk support tickets in Salesforce. Uniting global teams for follow-the-sun supportĪBBYY’s support teams aren’t the only ones using Zendesk. “Ease of use, scalability, and reporting are the reasons we moved to Zendesk,” Cronin said. “Every report and change had to be requested from developers, who weren’t dedicated to the system, so we’d end up waiting.”īy then, ABBYY was using Salesforce’s CRM, and one of ABBYY’s offices used Salesforce Service Cloud for support, but the latter did not meet ABBYY’s support requirements at the time. “The homegrown system wasn’t scalable,” said Steven Cronin, ABBYY’s Vice President of Global Support. When managing the on-premise tool got in the way of company growth, its support team looked again. With plenty of developers at the company, ABBYY decided to build its own homegrown system. In 2007, the company looked at several “big support CRM players,” but none offered the kind of multilingual Unicode support system ABBYY was looking for. Replacing the ‘homebrew’ with Zendeskįor a company offering artificial intelligence and natural language processing technologies for understanding content in any language, it is especially important to have a multi-language support tool worthy of its brand. While support agents primarily offer help in English, they also provide assistance in local languages when available. To support its global user base, ABBYY has a 70-member support team located across the globe that provides 24-hour support.

#Abbyy integrations software#

These tickets come in from both B2B and B2C customers, many of whom are developers using ABBYY’s software development kits. It measures customer effort and satisfaction by sending surveys after each support interaction, which range from quick how-to questions to complex issues involving unique product configurations. While the goal of any customer support organisation is to resolve questions or issues, ABBYY also focuses on providing customers with a consistently high quality and easy to use service. ABBYY technologies are used by more than 5,000 companies and government agencies to help them make intelligent business decisions and drive significant impact where it matters most: customer experience, effectiveness, profitability, and competitive advantage.īehind ABBYY and its customers’ success is a highly collaborative and organised follow-the-sun customer support team.

The company has a worldwide presence with headquarters in the United States and offices in 13 countries, including Germany, UK, France, Spain, Russia, Cyprus, Ukraine, Singapore, Taiwan, Hong Kong, Hungary, Australia, and Japan. The platform is designed to allow organizations to deploy solutions in standalone configurations or as a tightly integrated extension of industry leading robotic processing automation (RPA), business process management (BPM), and packaged application solutions.ĪBBYY has developed into a major player in the RPA and wider intelligent automation market through strategic partnerships and embedded technology licensing with leading vendors–making robots smarter.

ABBYY empowers organizations to gain a complete understanding of their business processes and the content that fuels them with its Digital Intelligence platform.