ArenaCX, the world’s first customer service marketplace delivering responsive support to businesses, announced today their partner app listing in the Zendesk Marketplace. The ArenaCX app offers Zendesk’s 170,000+ global customers access to flexible customer service labor from the ArenaCX network of vetted and ready-to-onboard contact centers.
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ArenaCX is modernizing the way companies outsource by creating a performance-based marketplace that allows its customers to easily trial and test new vendors. ArenaCX is streamlining the way businesses resource the customer service function by pre-vetting, auditing and aggregating contact centers from across the globe under one pre-negotiated master services agreement.
Once an ArenaCX customer, businesses can invite as many business processing outsourcers (BPOs) into their dedicated arena as they would like and those teams will compete to handle as much or as little of the businesses’ volume as desired. The ArenaCX contact center marketplace can also be used to absorb seasonality, give a company the ability to extend its coverage hours, or test and trial new support channels without excessive cost and risk.
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ArenaCX’s integration into the Zendesk Marketplace gives businesses the benefits of outsourcing labor, without the burden of time and resources needed to ramp up. Untethered from these constraints, businesses can harness an unprecedented level of control over their support outcomes.
Using ArenaCX, service leaders can outsource with confidence knowing that the performance of all of their agents – internal and external – are being monitored in real-time by the ArenaCX AI engine and any deviations from acceptable thresholds will cause ticket volume to be adjusted from the underperforming agent or teams. ArenaCX also has native min-max settings that give the business leader control over the types of tickets, channel or percentage of ticket volume that are directed to each team to ensure that internal agents have enough volume sent to them, and existing BPO contracts are satisfied.
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