Implementing Zendesk Contact Center (app)

This article helps you implement Zendesk Contact Center in your Amazon account. Some of the processes mentioned below might need to be carried out by the Zendesk Professional Services team.


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Summary: ◀▼
You can implement Contact Center using Amazon Connect in your AWS account by setting up Connect, linking it with Contact Center, configuring user access and allowed domains, and enabling call recording writeback. Installing the Contact Center app provides the interface for managing calls and chats. After setup, test the installation to ensure functionality and explore resources for workflows, integration settings, and call management.





If you're using the native Zendesk Contact Center, this article
doesn't apply. It applies only to accounts using the Zendesk Application Framework app for Contact
Center from the Zendesk marketplace.
This article helps you implement Zendesk Contact Center in your Amazon account. Some of
the processes mentioned below might need to be carried out by the Zendesk Professional
Services team.
If you have Contact Center bundled with Amazon Connect managed by Zendesk, see Getting Started with Contact Center.
This article contains the following topics:

Understanding Contact Center components
Setting up Amazon Connect
Linking Connect and Contact Center
Setting up users and access
Configuring allowed domains in Connect
Configuring Contact Center to send call recordings to Zendesk
Installing and configuring the Zendesk Contact Center app
Testing your Contact Center installation
Next steps

A PDF version of this guide is attached at the end of the article.


Understanding Contact Center components

Before you start, it’s important to know the key building blocks of Contact Center
and how they interact. Contact Center runs on Amazon Connect, a cloud contact center
that manages calls, chats, queues, and contact flows. There are several terms you'll
need to be familiar with before you get started.
See Understanding Contact Center
components.



Setting up Amazon Connect

Connect is the cloud service that powers Contact Center. It manages calls, chats,
queues, and contact flows. Each Contact Center customer must run a Connect instance
in their own AWS account, and a Contact Center account can link to only one Connect
instance.
You can automatically set up Connect, or manually set it up yourself.
See Setting up Amazon Connect for Contact
Center.



Linking Connect and Contact Center

To link Connect and Contact Center, use a CloudFormation stack provided by Zendesk.
The stack is a pre-defined set of AWS resources and configurations that sets up
everything you need.
See Linking Connect and Contact Center with a
CloudFormation stack.



Setting up users and access

Users (agents or admins) need to sign into Contact Center, and Connect must allow the
connection. Contact Center uses Amazon Cognito for agent authentication, including
single sign-on (SSO).
See Setting up Contact Center users and
access.



Configuring allowed domains in Connect

Because Contact Center is a separate web app that links to Connect through a browser,
you must whitelist the Contact Center domain in the Connect instance settings. This
ensures that when an agent uses Contact Center, Connect recognizes it and permits
the connection.
See Configuring allowed domains for Contact
Center.



Configuring Contact Center to send call recordings to Zendesk

Contact Center can send call recordings to Zendesk, where they can be accessed in a
ticket. This action is known as writeback. To allow Contact Center to send
call recordings back to Zendesk after a call, turn on the Voice Post Call Lambda in
AWS.
See Configuring Contact Center to send call
recordings to Zendesk.



Installing and configuring the Zendesk Contact Center app

The Contact Center app from the Zendesk Marketplace is the interface you'll use to
control your contact center. Before you can use Contact Center, you must install the
app and configure various settings.
See Installing and configuring the Zendesk Contact
Center app.



Testing your Contact Center installation

After completing the previous steps, you're ready to test Contact Center to make sure
everything is working correctly. If you have any problems, see Troubleshooting Contact Center.
See Testing Contact Center.



Next steps

Now that you've completed the installation, here are some useful resources to help
you get started using Contact Center.

Accessing workflows in Contact
Center
Contact Center general integration
settings
Mapping and displaying contact
attributes
Manually associating Contact Center calls to
tickets
Accessing call recording and transcription
settings in Contact Center



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