Introduction to Zendesk for Contact Center

Zendesk for Contact Center is fully integrated into Zendesk for an omnichannel experience with no disruption to agent workflows. It's powered by Amazon Connect for crystal-clear, reliable calls and enterprise-grade scalability and is enhanced with AI tools like real-time sentiment analysis and automated transcription. Imagine your agents delivering exceptional voice service without ever leaving Zendesk.

This article contains the following topics:

What is Zendesk for Contact Center?

Key features that transform voice CX

What success looks like with Zendesk for Contact Center

Addressing your biggest CX challenges

What is Zendesk for Contact Center?

Zendesk for Contact Center is an AI-powered voice solution seamlessly embedded within Zendesk, making it easy for your agents to deliver exceptional voice service without switching between tools. Built on Amazon Connect, it offers enterprise-grade reliability, scalability, and security for crystal-clear conversations every time. Zendesk for Contact Center transforms your voice channel into a powerful driver of customer satisfaction and loyalty, helping you exceed customer expectations at every touchpoint.

Key features that transform voice CX

Key features of Zendesk for Contact Center include:

Real time sentiment analysis: Detect customer emotions to resolve issues faster.

Automated transcription: Instant call summaries for accurate documentation.

Voice AI and automation: Smart IVR, call deflection, and multi-modal support that empower customers to self-serve while freeing agents for high-value interactions.

Pause and resume call recording: Maintain compliance without disrupting workflows.

Proactive outreach: Keep customers informed before they need to reach out, with a predictive dialer that maximizes efficiency and ensures every call counts.

AI-powered after-call work: Automates repetitive post-call tasks to reduce agent workload and speed up resolutions.

With Engage Voice’s powerful features, your agents can focus on what matters most, delivering exceptional experiences.

What success looks like with Zendesk for Contact Center

The following features can help you measure your success with Zendesk for Contact Center:

Faster call resolutions: Reduce average handling time (AHT) by automating repetitive tasks and empowering agents with real-time insights.

‍Higher customer satisfaction: Proactive engagement and crystal-clear conversations lead to improved CSAT and stronger customer loyalty.

‍Increased agent productivity: AI-powered tools like automated after-call work and sentiment analysis help agents focus on what matters, solving customer issues.

Scalable For growth: Seamlessly grow from small deployments to enterprise-wide solutions without losing performance or reliability.

Proven ROI: Outbound efficiencies, reduced churn, and faster resolutions deliver tangible cost savings and revenue growth.

It’s not just about improving CX metrics. Empower your entire organization to exceed customer expectations every time

Addressing your biggest CX challenges

Common CX pain points that Zendesk for Contact Center solves include:

Pain point | Solution
Disconnected CX platforms mean that customers repeat themselves and agents have to constantly switch between tools. | Unified voice and digital channels within Zendesk’s UI.
Long call handling times due to Inefficient processes that lead to frustrated customers. | AI-driven after-call work reduces manual tasks.
No real-time call Insights leads to missed opportunities to resolve issues faster. | Real-time sentiment analysis empowers agents to adjust live calls.
Outdated voice platform leads to scalability and reliability issues during call surges. | Amazon Connect-powered platform ensures elastic scalability.

We address your biggest pain points by turning voice into a proactive, seamless part of your customer journey.