In the contact center world, integration isn’t just another box to tick; it’s becoming a competitive edge.
As companies chase faster, frictionless experiences, the demand is growing for tools that just work – without the need for drawn-out onboarding or heavy IT overhead.
Zendesk is just one of the major CX tech vendors leaning into this shift.
Its acquisition of Local Measure – now rebranded as Zendesk for Contact Centers – signals a move beyond traditional ticketing into broader, end-to-end customer engagement.
For SequenceShift, a long-time player in secure CX solutions, that move opened the door to bringing payment handling directly into the agent’s everyday workspace.
In doing so, SequenceShift launched a native Zendesk app built for Amazon Connect users with no plug-ins, no tab switching, and no awkward workarounds.
What the App Actually Does
In a nutshell, the SequenceShift app allows agents to take payments securely, without exposing cardholder data to Zendesk, Amazon Connect, or even the agents themselves.
The tool is fully PCI-compliant and sits natively inside the Zendesk interface.
In discussing the app, Dmitri Muntean, Managing Director at SequenceShift, outlined the company’s previous experience of working with other vendors:
“We’ve already had strong traction embedding our solution into platforms like Salesforce and Amazon Connect. Zendesk was a natural next step.”
Rather than forcing agents to copy and paste reference numbers or jump between tools, the app automatically pulls ticket details from Zendesk.
The payoff? Fewer clicks, fewer errors, and a smoother, faster process overall.
“From an agent’s point of view, it’s one less thing to think about,” Muntean explains.
“Compliance is built in, not bolted on.”
Built to Feel Native, Because It Is
Many Zendesk users already have payment tools via third-party integrations, but this one stands out because it’s seamlessly integrated into the platform.
There’s no bouncing between screens; it’s part of the workspace itself.
“The big difference is how it behaves,” says Muntean. “We wanted it to feel like something Zendesk could have built.”
It’s also designed for speed. In a market where payment solutions often mean lengthy deployments, this one can be rolled out with minimal effort.
And things look set to become even speedier. SequenceShift has plans to launch the app on the Zendesk Marketplace, which means teams will soon be able to buy and deploy it like any other Zendesk add-on.
This seamless customer experience is crucial to what SequenceShift is delivering, as Muntean explains:
“That kind of frictionless procurement matters. It fits how modern teams want to work.”
A Partnership That Runs Deep
While the app might be new, this isn’t the first time that SequenceShift and Local Measure have teamed up.
Prior to the company’s acquisition and rebranding, SequenceShift had worked closely with Local Measure, and they had several joint deployments under their belts.
“We’ve already proven the model with Local Measure’s clients,” Muntean said.
“Now that it’s all under the Zendesk umbrella, we’re in a good place to keep growing.”
That continuity is particularly useful for teams using Amazon Connect as their telephony engine within Zendesk.
SequenceShift was an early launch partner for Amazon Connect’s agent workspace, giving them a head start on creating tight, reliable integrations.
What’s Next?
The app is live and already being used by plenty of Zendesk customers.
SequenceShift expects interest from verticals like retail, travel, and hospitality, industries where Zendesk and Amazon Connect are already gaining traction.
While Muntean could not confirm any other names just yet, he did suggest that the company has no intention of slowing down on native integrations.
“Our goal is simple: make secure, compliant payment handling feel like a natural part of everyday support.”
Because in contact centers, it’s the small moments, like not switching tabs or redoing a failed payment, that add up to a better customer experience.
When your tech feels like it belongs, it gets out of the way and just works.
You can find out all about SequenceShift’s PCI-compliant technology by checking out these other exclusive CX Today articles: here and here.
You can also learn more about SequenceShift’s partnership with Zendesk and the company’s full suite of customer service and experience products and services by visiting the website today.
