Zendesk and AWS Join Forces to Modernize Voice and AI in the Contact Center
Zendesk announced a Strategic Collaboration Agreement with AWS to bring Amazon Connect voice, conversational analytics, and sentiment analysis directly into Zendesk Contact Center. The goal: unify voice, digital channels, and AI automation in one place so support teams can resolve issues faster and with less friction.
Zendesk was also named AWS Customer Experience Partner of the Year (Technology) - Global for outcomes delivered with customers worldwide. A bundled, multi-product offer combining the Zendesk Resolution Platform with Amazon Connect will be available in AWS Marketplace in the coming months.
What this means for support leaders
Voice, messaging, and AI are moving under a single, scalable stack tied to one agent desktop and shared data. That means fewer disconnected tools, cleaner workflows, and clearer reporting.
- Faster resolution through AI-assisted routing, agent assistance, and real-time insights
- Lower after-contact work with automated summaries and next-best actions
- Consistent QA and measurement across voice and digital
- Simplified operations by consolidating legacy telephony and point solutions
- Security, scale, and global reach from AWS infrastructure
What's included
- Amazon Connect voice integrated with Zendesk Contact Center
- Conversational analytics and sentiment analysis to improve coaching and quality
- Zendesk AI for customer service using Amazon Bedrock, including agent assist and reasoning features
- The Zendesk Resolution Platform: AI Agents, knowledge graph, actions and integrations, governance and control, measurement and insights, and human-in-the-loop workflows
- Unified channels (voice, self-service, and digital) with one agent experience
Proof from the field
TELUS Digital reported a five percentage point increase in First Contact Resolution and a 50% reduction in after-contact work time after deploying 24/7 asynchronous messaging with Zendesk Contact Center on AWS. This is the kind of measurable impact support leaders can plan for when consolidating their stack and adding AI assistance.
How to prepare your organization
- Clarify telephony strategy: decide which numbers migrate to Amazon Connect and define call flows/IVR
- Map data and permissions: ticket context, customer IDs, call recordings, retention, and access controls
- Tune your knowledge: update articles, label intent topics, and fill gaps bots and agent assist will rely on
- Define routing policies: list top contact reasons, expected outcomes, and escalation paths
- Pilot with one queue: appoint a QA lead, gather agent feedback weekly, and iterate fast
- Measure the right metrics: FCR, AHT, CSAT, self-service containment, agent handle mix, and recontact rate
- Train supervisors on analytics and coaches on conversational signals and sentiment trends
Availability and purchasing
Zendesk will offer a cohesive, multi-product solution combining the Zendesk Resolution Platform with Amazon Connect in the AWS Marketplace in the coming months. Existing AWS customers can streamline procurement and billing while aligning to their AWS spend and governance.
Why this partnership stands out
- Agent-centric approach that puts AI inside daily workflows instead of adding another tool to manage
- Shared innovation focus: Amazon Connect's AI capabilities paired with Zendesk's automation and analytics
- Industry recognition: AWS Customer Experience Partner of the Year (Technology) - Global
Learn more
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