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.
