Announcing Engage Voice for Zendesk

Announced on | Rollout starts | Rollout ends
March 26, 2025 | March 26, 2025 | March 26, 2025

In February, Zendesk announced its intention to acquire* Local Measure, the company behind Engage, an advanced Contact Center as a Service (CCaaS) and CX platform powered by Amazon Connect.

We’re excited to unveil the first outcome of this partnership: Engage Voice for Zendesk. This integration brings Amazon Connect into Zendesk and ensures a best-in-class experience for our customers.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

At the core of Engage Voice is Amazon Connect, an AI-driven cloud contact center built for scale and performance, offering advanced capabilities such as:

Amazon Lex integration: AI-powered chatbots and voice bots with natural language understanding.

Amazon Connect Contact Lens for sentiment analysis: Machine learning-powered insights to analyze conversations, detect customer sentiment, and provide real-time analytics.

Generative AI assistants: AI-driven tools that assist agents with automated suggestions and responses.

AI-based call routing: Real-time insights to intelligently direct customers to the best available agent.

Drag-and-drop contact flows: A no-code interface for easily designing detailed customer journeys.

Additionally, because Amazon Connect is built on AWS, it seamlessly integrates with AWS services such as Lambda, DynamoDB, and S3, unlocking sophisticated workflows.

Beyond a standard Amazon Connect integration

Engage Voice for Zendesk isn’t just another third-party telephony integration. It fully leverages Talk Partner Edition APIs, providing an integration level that surpasses other solutions. Key features include:

Standard call object: Stores call data directly within Zendesk, enabling native historical reporting (coming soon).

Dynamic voice comment: An uncluttered view of call data within tickets with collapsible transcripts.

Agent status sync: Agents can manage their status within Zendesk with automatic synchronization to Amazon Connect.

Focus mode: Enhances agent efficiency by preventing new chats or messages from interrupting active calls.

Zendesk QA integration and WFM status tracking.

Enhanced user experience with AI-powered capabilities

In addition to Amazon Connect’s advanced capabilities and Zendesk’s seamless integration through Talk Partner Edition, Engage Voice enhances the user experience with Local Measure’s innovative use of AWS. Here are just a few standout features:

A sleek and customizable call control panel (CCP) that displays relevant IVR data when the agent needs it, with one-click access to the caller’s profile in Zendesk.

Live transcription during calls, powered by Amazon Connect Contact Lens.

Auto-populated disposition codes, which use AI to automatically categorize the outcome of calls, speeding up post-call wrap-ups.

Auto-populated tasks automatically extract relevant information from the live conversation and populate it into forms for increased efficiency and reduced errors.

Why is Zendesk making this change?

Zendesk Talk has always prioritized simplicity and ease of use, which is why thousands of customers love it. However, we understand that some businesses need more flexibility, advanced customization, and greater scalability to meet their unique requirements.

While we will continue to invest in Talk, Engage Voice for Zendesk represents the first step in an ambitious roadmap that integrates Amazon Connect’s powerful AI-driven capabilities and Local Measure’s intuitive interface deeply into Zendesk to deliver an enterprise-grade contact center experience.

What do I need to do?

You can download Engage Voice for Zendesk from the Zendesk Marketplace.

*The acquisition is subject to Australian court, Shareholder, regulatory approvals, and customary closing conditions. The transaction is anticipated to close in May 2025.