Zendesk Expands Partnership with Amazon Web Services

Zendesk, Inc. revealed an enhanced integration between Amazon Connect and Zendesk Talk Partner Edition. The enhanced integration allows both Amazon Connect customers and Zendesk Support customers to leverage multiple sophisticated artificial intelligence (AI) and machine learning (ML) services from Amazon Web Services (AWS) to improve contact center agent efficiency while reducing the time end-customers spend interacting with customer service. This solution is designed to allow businesses to deploy the latest generation of proactive, anticipatory customer service.

According to the Zendesk Benchmark Report, AI-enabled teams see 21% faster resolution times while handling about six times the volume of requests compared to their peers. 

Zendesk has chosen Amazon Connect as a preferred contact center voice solution to deploy with Zendesk Talk Partner Edition globally. As a result of the enhanced capabilities delivered by Zendesk and Amazon Connect, current Zendesk customers are already benefiting from the new capabilities. 

This is the latest integration between Zendesk and AWS. In June 2019, Zendesk announced the Zendesk Events Connector for Amazon EventBridge. These connectors are part of a larger effort for Zendesk’s open and flexible CRM platform, Sunshine, to further accelerate the ability for companies to free customer data and allow developers to build out functionality with the tools they love – entirely on open standards with the security, scalability, and reliability of AWS at its core.

The enhanced Zendesk connector for Amazon Connect will be available as a pre-integrated solution starting in late January 2020. It will be deployed directly and through trusted partners globally.