Zendesk announces strategic collaboration agreement with AWS to deliver AI-powered contact center transformation

Today at AWS re:Invent, Zendesk announced a strategic collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-powered contact center innovation and joint go to market to support the global growth of Zendesk Contact Center. The collaboration will focus on integrating Amazon Connect voice capabilities, conversational analytics, and sentiment analysis with Zendesk Contact Center, advancing Zendesk’s vision to power exceptional service for every person on the planet.

As customer expectations rise and contact centers require faster, seamless service, Zendesk and AWS will help businesses modernise their contact center operations with scalable, flexible voice and Contact Center as a Service (CCaaS) solutions built on Amazon Connect — enhancing both customer and employee experiences. By combining Amazon Connect’s proven voice technology with conversational analytics capabilities and Zendesk’s AI for customer service powered by Amazon Bedrock, the collaboration creates ...