About Zendesk Contact Center

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<p id="docs-hc-snippet" style="display: none;">Zendesk Contact Centeris an AI-powered, enterprise-grade solution built on theZendesk Resolution Platform. It unifies voice, digital, and self-service into a single workspace where AI, agents, and workflows work together to deliver faster, smarter resolutions on every channel. Contact Center is powered by Amazon Connect and is enhanced with AI tools such as real-time sentiment analysis and automated transcription. Together, this provides crystal-clear, reliable calls, and enterprise-grade scalability. Imagine your agents delivering exceptional voice service without ever leaving Zendesk.</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p class="p"><a class="xref" href="https://www.zendesk.com/service/contact-center/" target="_blank">Zendesk Contact Center</a> is an AI-powered, enterprise-grade
solution built on the <a class="xref" href="https://www.zendesk.com/platform/" target="_blank">Zendesk Resolution Platform</a>. It unifies voice, digital, and
self-service into a single workspace where AI, agents, and workflows work together to
deliver faster, smarter resolutions on every channel. Contact Center is powered by
Amazon Connect and is enhanced with AI tools such as real-time sentiment analysis and
automated transcription. Together, this provides crystal-clear, reliable calls, and
enterprise-grade scalability. Imagine your agents delivering exceptional voice service
without ever leaving Zendesk.</p>
<p class="p">If you're
looking to install or try the solution, contact your account representative or <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">contact
Sales</a>.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="about_zendesk_contact_center__ul_hsf_dmz_13c">
<li class="li"><a class="xref" href="#topic_lhk_kmz_13c">Understanding the benefits of using Contact Center</a></li>
<li class="li"><a class="xref" href="#topic_i2b_w5z_13c">Resources</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lhk_kmz_13c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the benefits of using Contact Center</h2>
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<p class="p">Using Contact Center for voice support in Zendesk provides the following
benefits:</p>
<ul class="ul" id="topic_lhk_kmz_13c__ul_llp_lsl_mjc">
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Connected CX platform: Unifies voice and digital channels within
Zendesk’s UI.
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<li class="li">
Real-time sentiment analysis: Detects customer emotions in real
time to help agents resolve issues faster.
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<li class="li">
Automated transcription: Provides instant call summaries for
accurate documentation and reduced after-call work.
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<li class="li">
Voice AI and automation: Empowers customers to self-serve and
agents to focus on high-value interactions by using smart IVR, call
deflection, and multi-modal support.
</li>
<li class="li">
Pause and resume call recording: Maintains compliance without
disrupting workflows.
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<li class="li">
Proactive outreach: Keeps customers informed before they need to
reach out, with a predictive dialer that maximizes efficiency and ensures
every call counts.
</li>
<li class="li">
AI-powered after-call work: Automates repetitive post-call tasks to
reduce agent workload and speed up resolutions.
</li>
<li class="li">
<p class="p">Contact Center can also be used to target outcomes such as:</p>
<ul class="ul" id="topic_lhk_kmz_13c__ul_pn3_nsl_mjc">
<li class="li">
Faster call resolutions: Reduces average handle time (AHT)
by automating repetitive tasks and empowering agents with real-time
insights.
</li>
<li class="li">
Higher customer satisfaction: Improves customer
satisfaction (CSAT) through proactive engagement and clear audio and
transcripts that strengthen loyalty.
</li>
<li class="li">
Increased agent productivity: Increases agent productivity
with AI-powered tools such as automated after-call work and
sentiment analysis that remove busywork and keep agents focused on
resolution.
</li>
<li class="li">
Scalable for growth: Grows from small deployments to
enterprise-wide solutions without losing performance or
reliability.
</li>
<li class="li"> Proven ROI: Delivers tangible cost savings and revenue growth by
lowering outbound costs, reducing churn, and speeding resolutions.</li>
</ul>
</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_i2b_w5z_13c">
<h2 class="title topictitle2" id="ariaid-title3">Resources</h2>
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<p class="p">Click through <a class="xref" href="https://app.getreprise.com/launch/0n9lx76/" target="_blank">this demo of Contact Center</a> to
discover how Zendesk delivers seamless experiences across voice, chat, messaging,
and email using AI:</p>
<p class="p">
<a class="xref" href="https://app.getreprise.com/launch/0n9lx76/" target="_blank">
<img class="image" id="topic_i2b_w5z_13c__image_egd_nwl_mjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_demo_10steps_coffeemalfunction.png" width="600">
</a>
</p>
<p class="p">Review the <a class="xref" href="https://www.zendesk.com/service/contact-center/" target="_blank">Zendesk Contact Center</a> product information and request a
demo.</p>
<p class="p">Access <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10879422998554" target="_blank">Getting started with Zendesk Contact
Center</a> for admins.</p>
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