About Zendesk for Contact Center

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<strong>Add-on</strong>
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<td>Zendesk for Contact Center</td>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Enhance your contact center with an AI-powered voice solution that integrates real-time sentiment analysis, automated transcription, and smart IVR. Benefit from faster call resolutions, higher customer satisfaction, and increased agent productivity. Built on Amazon Connect, it offers scalability and reliability. Address common challenges like disconnected platforms and long call handling times with unified channels and AI-driven after-call work.</p>
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<p class="p">Zendesk for Contact Center is an advanced, AI-powered, and enterprise-ready voice
solution that makes it easy for your agents to deliver voice service without switching
between tools.</p>
<p class="p">Built on <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html" target="_blank">Amazon Connect</a>, it offers enterprise-grade
reliability, scalability, and security with crystal-clear conversations every time. It's
enhanced with AI tools like real-time sentiment analysis and automated
transcription.</p>
<p class="p">Contact Center was formerly known as Engage Voice for Zendesk by Local Measure.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="contact_center_about__ul_o2m_l5n_ngc">
<li class="li"><a class="xref" href="#topic_er2_f5n_ngc">Key features of Contact Center</a></li>
<li class="li"><a class="xref" href="#topic_tn2_h5n_ngc">Benefits of using Contact Center</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_er2_f5n_ngc">
<h2 class="title topictitle2" id="ariaid-title2">Key features of Contact Center</h2>
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<p class="p">Zendesk for Contact Center has the following key features:</p>
<ul class="ul" id="topic_er2_f5n_ngc__ul_sgq_ytn_ngc">
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<strong class="ph b">Real-time sentiment analysis</strong>: Detect customer emotions to resolve issues
faster.</li>
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<strong class="ph b">Automated transcription</strong>: Instant call summaries for accurate
documentation.</li>
<li class="li">
<strong class="ph b">Voice AI and automation</strong>: Smart IVR, call deflection, and multi-modal
support that empowers customers to self-serve while freeing agents for
high-value interactions.</li>
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<strong class="ph b">Pause/resume recording</strong>: Maintain compliance without disrupting
workflows.</li>
<li class="li">
<strong class="ph b">Proactive outreach</strong>: Keep customers informed before they need to reach
out, with a predictive dialer that maximizes efficiency and ensures every call
counts.</li>
<li class="li">
<strong class="ph b">AI-powered after-call work</strong>: Automates repetitive post-call tasks to
reduce agent workload and speed up resolutions.</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tn2_h5n_ngc">
<h2 class="title topictitle2" id="ariaid-title3">Benefits of using Contact Center</h2>
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<p class="p">Using Zendesk for Contact Center provides support organizations with the following
benefits:</p>
<ul class="ul" id="topic_tn2_h5n_ngc__ul_ugq_ytn_ngc">
<li class="li">
<strong class="ph b">Faster call resolutions</strong>: Reduce average handling time by automating
repetitive tasks and empowering agents with real-time insights.</li>
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<strong class="ph b">Higher customer satisfaction</strong>: Proactive engagement and crystal-clear
conversations lead to improved CSAT and stronger customer loyalty.</li>
<li class="li">
<strong class="ph b">Increased agent productivity</strong>: AI-powered tools like automated after-call
work and sentiment analysis help agents focus on solving customer issues.</li>
<li class="li">
<strong class="ph b">Scalable for growth: </strong>: Seamlessly grow from small deployments to
enterprise-wide solutions without losing performance or reliability.</li>
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<strong class="ph b">ROI</strong>: Outbound efficiencies, reduced churn, and faster resolutions deliver
tangible cost savings and revenue growth.</li>
</ul>
<p class="p">Contact Center also helps alleviate common pain points of delivering voice service,
including:</p>
<ul class="ul" id="topic_tn2_h5n_ngc__ul_vgq_ytn_ngc">
<li class="li">
<strong class="ph b">Disconnected CX platforms,</strong> where customers repeat themselves and agents
have to constantly switch between tools. Contact Center provides unified voice
and digital channels within the Zendesk user interface.</li>
<li class="li">
<strong class="ph b">Long call handling times</strong>, where inefficient processes lead to frustrated
customers. Contact Center provides AI-driven after-call work that reduces manual
tasks.</li>
<li class="li">
<strong class="ph b">No real-time call insights</strong>, which lead to missed opportunities to resolve
issues faster. Contact Center provides real-time sentiment analysis that
empowers agents to adjust to live calls.</li>
<li class="li">
<strong class="ph b">Outdated voice platforms</strong>, which have scalability and reliability issues
during call surges. Contact Center is built on Amazon Connect, ensuring elastic
scalability.</li>
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