At AWS re:Invent, Zendesk announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-driven innovation in contact centers and expand joint go-to-market initiatives for Zendesk Contact Center globally. This collaboration will integrate Amazon Connect’s voice capabilities, conversational analytics, and sentiment analysis directly into Zendesk Contact Center, advancing Zendesk’s mission to deliver exceptional service for every individual worldwide.
As customer expectations continue to rise, businesses need faster and more seamless contact center solutions. By partnering, Zendesk and AWS aim to help organizations modernize their operations with scalable and flexible Contact Center as a Service (CCaaS) solutions built on Amazon Connect. This unified approach enhances both customer and employee experiences. By combining Amazon Connect’s proven voice technology with conversational analytics and Zendesk’s AI-driven customer service powered by Amazon Bedrock, the collaboration offers a cohesive platform that merges voice, digital channels, and AI automation.
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“Our collaboration with AWS addresses a critical industry challenge: contact centers are drowning in fragmented systems that create friction instead of resolution,” said Adrian McDermott, Zendesk CTO. “This collaboration helps Zendesk build the next generation of agent-centric solutions, where AI is seamlessly integrated not bolted on ensuring every interaction across channels, agents, and systems drives resolution.”
Pasquale DeMaio, Vice President of Amazon Connect at AWS, added, “Zendesk’s recognition as AWS’ Customer Experience Partner of the Year (Technology) – Global showcases their commitment to contact center innovation on AWS. This Strategic Collaboration Agreement deepens our partnership by connecting Amazon Connect’s AI capabilities including agents that reason and assist representatives with Zendesk’s automation platform. Together, we’re empowering human-AI collaboration to enhance customer experiences, improve efficiency, and build trust.”
This agreement builds on Zendesk’s long-standing partnership with AWS, helping customers achieve speed, responsiveness, and consistency in service. Zendesk Contact Center, powered by the AI-first Zendesk Resolution Platform and built on Amazon Connect, unifies AI, channels, and agent tools from day one. It bridges systems and teams seamlessly, resolves inquiries faster across voice, self-service, and digital channels, and simplifies operations by retiring fragmented legacy stacks.
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This commitment to innovation is reinforced by Zendesk’s recognition as AWS Customer Experience Partner of the Year (Technology) – Global. Highlighting the collaboration’s impact, Jamie Timm, SVP, Global Delivery and Operations, TELUS Digital, said, “Working with AWS and Zendesk, TELUS Digital recently transformed customer support for a leading telecommunications client by deploying 24/7 asynchronous messaging powered by Zendesk Contact Center on the AWS secure, global infrastructure. The results included a five percentage point increase in First Contact Resolution and a 50 percent reduction in after-contact work time. Zendesk’s AI-powered platform truly empowers agents and elevates service to the next level, and through this deepened collaboration with AWS, focused on Amazon Connect, we’re excited to see how Zendesk Contact Center will continue to innovate.”
In the coming months, Zendesk will make this cohesive multi-product solution combining the Zendesk Resolution Platform with Amazon Connect available on the AWS Marketplace, enabling organizations worldwide to modernize contact center operations while enhancing customer experiences.
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