The AI-powered Contact Center Solution for High-Quality Customer Experiences at Scale
Enhance your customer service with Zendesk for Contact Center, the only AI-powered contact center solution that delivers fast, personalized resolutions regardless of geography, call volume, or complexity. Combining the ease and flexibility of Zendesk with the resilient infrastructure of AWS, it empowers businesses to streamline complex workflows, unify customer data, and provide seamless, high-quality customer experiences at scale.
Deliver Exceptional Customer Service with Zendesk & AWS
For contact center leaders looking to deliver exceptional service at scale, Zendesk for Contact Center is a modern enterprise-grade, AI-powered solution that transforms traditional contact center operations, streamlining complex processes and connecting data across every customer interaction. Zendesk for Contact Center makes handling both inbound and outbound calls easy while giving your agents AI-powered insights, automation, and call routing tools to drive faster resolutions and better experiences.
The Zendesk Advantage: Elevating the Contact Center for Exceptional Customer Service
Zendesk for Contact Center transforms your contact center into a seamless, AI-powered contact center solution, ensuring fast, personalized resolutions, smarter workflows, and more productive agents. By integrating Amazon Connect’s enterprise-grade voice technology, Zendesk for Contact Center enhances customer engagement, reduces operational complexity, and scales effortlessly to meet evolving business needs.
Crystal-Clear Conversations with Enterprise-Grade Voice Quality
Deliver high-definition voice clarity for seamless, professional customer interactions. With noise reduction, real-time quality monitoring, and dynamic call adjustments, every conversation is sharp, uninterrupted, and frustration-free.
AI-Powered Voice Automation & Intelligent Routing
Automate call handling with AI-driven workflows that reduce wait times, improve contact resolution, and optimize agent performance. With features like predictive dialing, intelligent call routing, and next-best-action suggestions, Zendesk for Contact Center ensures every interaction is efficient and effective.
Proactive and Reactive Customer Engagement
Resolve every issue with unmatched speed and precision, delivering fast, consistent, and high-quality interactions driven by data across every channel in a truly omnichannel contact center. Manage both inbound and outbound voice interactions in one place. Zendesk for Contact Center allows you to respond instantly to customer calls while proactively reaching out to customers.
Combining the Best of Zendesk & Amazon Connect
Built natively on the Zendesk Resolution Platform, with advanced voice capabilities and powered by the reliable infrastructure of AWS, Zendesk for Contact Center delivers the performance and global reach that enterprises demand to confidently support high-volume, complex environments at scale.
Advanced Analytics & Real-Time Insights
Get deep visibility into every customer interaction with real-time dashboards, sentiment analysis, and predictive call insights. Zendesk for Contact Center helps you track performance, understand customer needs, and optimize service strategies.
Security, Compliance & Privacy Built for Enterprise
Zendesk for Contact Center ensures all voice interactions meet the highest security and compliance standards, with end-to-end encryption, GDPR and SOC2 compliance, and pause/resume recording controls—protecting sensitive conversations without compromising service quality.
Powerful Features That Enhance Your Contact Center
Zendesk for Contact Center is designed to help your team work smarter, resolve issues faster, and deliver exceptional customer experiences. From AI-driven automation to enterprise-grade security, here’s how Zendesk for Contact Center transforms your contact center and CX.
Transform Customer Conversations
Leveraging Call Data Points
Benefit from actionable insights. Every call is tracked with details like timestamps, durations, and agent notes and transcripts directly within the ticket.
Voice QA Integration
Ensure quality with call monitoring and scoring tools. Maintain consistent service standards, identify coaching opportunities, and boost customer satisfaction.
Pause and Resume Call Recording
Provide peace of mind with privacy controls. Agents can easily pause and resume recordings during sensitive conversations, ensuring compliance with regulations and earning customer trust.
Real-Time Conversational Analytics with Sentiment Analysis
Help your customers improve outcomes in real time. Sentiment analysis gives agents live feedback during calls, helping them adjust their tone and approach to create better customer experiences.
Predictive Dialer with Answering Machine Detection
Showcase productivity gains. Skip answering machines and connect agents only to live customers, saving time and maximizing productivity for high-volume outbound campaigns.
High-Quality Audio
Crystal-clear, stable communication as non-negotiable. Superior audio quality ensures professional, seamless interactions that elevate customer satisfaction.
Equip Teams for Success
Custom Attributes in the Agent Display
Personalization as the key to faster resolutions. With relevant customer details from the IVR or real-time transcript front and center, agents can deliver a more tailored and effective customer experience.
Agent Next Status
Agent control as a stress reducer. By allowing agents to pause new tasks when needed, this feature enhances focus and ensures no interactions are rushed.
Language Selection
Seamless global reach. With an interface in five languages, agents can choose to work in their preferred language, improving comfort and accuracy.
Unified Interface
See how the unified interface eliminates inefficiencies. Agents can manage all customer conversations—voice, chat, email, and social—within one system, ensuring faster resolutions and consistent service.
Save Time, Deliver Results
Suggested Next Best Actions
AI-driven guidance as a must-have. Proactively recommend steps that help agents resolve customer issues faster, delivering faster resolutions and greater customer satisfaction.
Gen-AI Assisted Notes
Effortless documentation. Automatically generated summaries of voice calls, free agents to focus on conversations while ensuring accurate records.
Gen-AI Assisted TasksSmart Tasks
Allow automation to eliminate manual work. Automate repetitive tasks like form filling and data entry allowing agents to focus on meaningful customer interactions.
Automated Workflows
Streamline operations. Automating repetitive tasks like routing and tagging ensures efficiency and accuracy, helping agents stay focused.
Prove ROI
Resolution Codes
Simplify reporting. Standardized tagging makes it easy to categorize interactions, track trends, measure success, and identify areas for improvement.
Generative AI-Powered Post-Contact Summaries
Save time with automation. AI-driven summaries reduce after-call work, ensuring accurate documentation while allowing agents to focus on customer needs.
Data Redaction
Compliance as a built-in feature. Automatically redact sensitive data from voice conversations to safeguard customer information and ensure regulatory compliance.
Seamless for You and Your Customers
Screen Recording & Screen Share
Transparency and improvement. Capturing agent screens during interactions enhances quality assurance and improves training outcomes.
Cross-Channel History
The power of a unified view. Providing agents with access to a customer’s full interaction history allows for more personalized and informed service.
Native AWS Bedrock and OpenAI Integration
Cutting-edge AI capabilities. Seamlessly integrated tools deliver smarter, faster service through real-time sentiment analysis and workflow automation.
Amazon Q Integration
Win with workflow automation - Amazon Q simplifies complex, multi-step processes, ensuring precision and efficiency for your contact centers.
Corporate Branding
Customization as a key differentiator. With branded interfaces, your customers can create a consistent and professional experience that reinforces their identity.
3rd Party Integrations
Enjoy flexibility and scalability. Seamlessly connect Zendesk with Salesforce, HubSpot, Shopify, and more, ensuring your workflows are continually optimized.
SOC2 Type II Compliance
Build confidence with security. Robust data protection safeguards sensitive information, giving your customers peace of mind.
See How Zendesk for Contact Center Transforms Customer Engagement
Explore the tangible benefits of Zendesk for Contact Center in real-world scenarios and discover how it helps businesses improve customer service, reduce costs, and enhance efficiency.
Intelligent Call Routing Reduces Wait Times and Improves Efficiency
A telecommunications provider experiences high call volumes, leading to long wait times and frustrated customers. Calls frequently route to the wrong department, increasing transfers and lowering resolution efficiency.
With AI-powered call routing, Zendesk for Contact Center automatically directs customers to the right agent based on their inquiry, language preference, and sentiment analysis. This ensures faster resolutions, fewer transfers, and a smoother customer experience.
AI-Driven Sentiment Analysis Enhances Customer Support in Financial Services
A global financial institution struggles to identify frustrated or dissatisfied customers in real-time, leading to missed opportunities for service recovery and increased customer churn.
Zendesk for Contact Center’s real-time sentiment analysis detects negative sentiment as it happens, allowing agents to adjust their tone, offer proactive solutions, or escalate issues when necessary. Supervisors monitor live calls and step in when needed, ensuring higher service quality and faster resolutions.
Automated After-Call Work Boosts Agent Productivity in E-commerce
A leading e-commerce retailer finds that agents spend too much time on manual after-call work, including writing call summaries, entering case notes, and updating customer profiles—leading to longer customer wait times and lower agent availability.
With AI-powered post-call summaries, Zendesk for Contact Center automatically generates call transcripts, tags key conversation details, and updates customer records, allowing agents to focus on the next customer faster.
High-Quality Audio and Call Monitoring Improve Customer Trust in Healthcare
A healthcare provider struggles with poor call quality and inconsistent service monitoring, impacting patient confidence and compliance with healthcare regulations.
Zendesk for Contact Center’s crystal-clear audio quality, real-time call monitoring, and pause/resume recording features ensure compliant, professional, and secure patient interactions. Agents deliver clearer, more effective communication, while supervisors monitor calls and provide instant feedback.
Predictive Dialing Increases Sales Conversion for a Retailer
A national retail brand struggles to reach customers efficiently for sales follow-ups and promotional campaigns. Agents waste time dialing unanswered numbers and listening to voicemail messages, reducing their ability to connect with live customers.
With Zendesk for Contact Center’s predictive dialer and answering machine detection, the system automatically skips voicemails and only connects agents to live customers. This increases talk time, reduces downtime, and improves sales conversion rates.
Powerhouse Operations for Powerful Teams
AI-driven workforce engagement management keeps your team running like a machine. A smooth experience means agents, and customers, are happy for the long haul.
Inspire Productivity
With automatic forecasting, scheduling, and monitoring, you can run your team with precision. Cut down on inefficiencies—saving the whole organization time and money.
Get Intel, Effortlessly
From schedule adherence to resolution time, Zendesk sends you insights that show exactly how your team performs. Use the findings to stop service problems before they start.
Ensure Superior CX
Make sure every conversation is top-tier. We evaluate 100% of interactions, including AI agents, and automatically highlight areas for coaching, because transparency builds trust.
Customer Stories
Explore real-world success stories from companies using Zendesk for Contact Center to transform their contact center operations.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
The Local Measure team is extremely professional. They really wanted to understand our business and our needs. They weren't just going to jump in and do what I asked them to do if it wasn't going to be the best solution. They listened, went away, worked on it, brought new ideas, and were quite resourceful, as well. I like that. They brought their own values to the table and were just an absolute joy to work with.
FAQs
While digital channels are growing, voice remains the most critical channel for high-value, complex, and trust-building interactions. Whether closing deals, solving urgent customer issues, or delivering a personalized experience, voice ensures direct, human-to-human connection—something chatbots just can’t replace.
Speed matters! Zendesk for Contact Center is designed for fast, effortless deployment. With minimal setup, business can be up and running in no time, maximizing their investment from day one.
Zendesk for Contact Center includes AI-powered assistance, automated after-call work, customizable dashboards, and real-time quality assurance tools. This means agents can focus on customers while the platform handles the heavy lifting—boosting efficiency and reducing burnout.
Whether you’re running a lean team or a multi-thousand-seat operation, Zendesk for Contact Center scales effortlessly. Its cloud-native architecture adapts to changing needs, ensuring you always have the right capacity, features, and performance.
Zendesk for Contact Center is powered by Amazon Connect for enterprise grade reliability. It delivers real-time transcription, sentiment analysis, AI-driven automation and scalable performance, all within a streamlined, unified interface.
Absolutely! Whether handling inbound customer support calls or running outbound campaigns, Zendesk for Contact Center offers high-quality, scalable calling functionality with AI-powered features like predictive dialing and answering machine detection.
Still have questions?
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