About Zendesk Contact Center


Zendesk Contact Center is a solution integrated into Zendesk for an omnichannel experience with no disruption to agent workflows. It's 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.


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Contact Center









Zendesk Contact Center is a solution integrated into Zendesk for an omnichannel
experience with no disruption to agent workflows. It's 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.
If you're looking to install the solution, get a license through your account
representative, access the app in the Zendesk Marketplace and the Contact Center setup guide.
This article contains the following topics:
Understanding the benefits of using Contact Center
Resources




Understanding the benefits of using Contact Center

Using Contact Center for voice support in Zendesk provides the following
benefits:


Connected CX platform: Unifies voice and digital channels within
Zendesk’s UI.

Real-time sentiment analysis: Detects customer emotions in real time to
help agents resolve issues faster.

Automated transcription: Provides instant call summaries for accurate
documentation and reduced after-call work.

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.

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

Proactive outreach: Keeps 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.
Contact Center can also be used to target outcomes such as:

Faster call resolutions: Reduces average handle time (AHT) by
automating repetitive tasks and empowering agents with real-time
insights.
‍Higher customer satisfaction: Improves customer satisfaction
(CSAT) through proactive engagement and clear audio and transcripts that
strengthen loyalty.
‍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.

Scalable for growth: Grows from small deployments to
enterprise-wide solutions without losing performance or
reliability.

Proven ROI: Delivers tangible cost savings and revenue growth by
lowering outbound costs, reducing churn, and speeding resolutions.






Resources

Review the Zendesk Contact Center product info and request a
demo.
Watch What's Zendesk Contact Center from Zendesk Relate 2025.
Access the Contact Center app and review the setup guide.


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