About AWS services in Contact Center

Zendesk Contact Center is powered by select AWS services, including Amazon Connect. As anAWS partner, Zendesk builds and supports the solution in close collaboration with AWS. This article describes the base and optional AWS services, support, and data handling practices.


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Explore AWS services in Contact Center, including Amazon Connect. Use base
services like telephony, storage, and APIs,
and optionally add features like in-app calling or outbound campaigns. For
support, contact Zendesk Customer Support, who will handle escalations to
AWS if
needed. Data handling aligns with your AWS terms, ensuring privacy and compliance.





Zendesk Contact Center is powered by select AWS services, including Amazon Connect. As an
AWS
partner, Zendesk builds and supports the solution in close collaboration with
AWS. This article describes the base and optional AWS services, support, and data
handling practices.
This article contains the following topics:

Understanding the base AWS services in Contact Center
Accessing AWS services and resources
Adding AWS services
Requesting support
Data handling and privacy
Using Contact Center with HIPAA-enabled accounts

Related articles:

Getting started with Zendesk Contact
Center
Understanding Contact Center billing



Understanding the base AWS services in Contact Center

Contact Center runs on a curated set of AWS services. The service types are:

Software as a Service (SaaS): Ready‑to‑use AWS applications that Zendesk
provisions and configures for Contact Center.
Infrastructure as a Service (IaaS): AWS compute, storage, and networking that
power the service.
Platform as a Service (PaaS): Managed AWS integration and orchestration services
that move and transform data and connect SaaS, AWS, and on‑premises systems.
Telephony: Public telephone network (PSTN) connectivity for voice calls, with
direct inward dial (DID) numbers and toll‑free (TFN) numbers for inbound and
outbound calling.

The following table lists the AWS services that form the base on which Contact Center
runs:









AWS service or feature
Type
Description




Amazon Connect
SaaS
Core cloud contact center platform for routing, flows, IVR, and
agent experiences.


Telephony (DID/TFN)
Telephony
Phone numbers and per‑minute calling; number rental billed
daily.


Amazon S3
IaaS
Object storage for configurations, logs, and artifacts used by
Contact Center.


AWS Lambda
IaaS
Serverless compute for orchestration and backend logic.


Amazon API Gateway
IaaS
Managed APIs used by Contact Center services and
integrations.



Amazon CloudWatch
(including Logs)

SaaS
Monitoring, metrics, and log ingestion and retention for Contact
Center.


AWS CloudFormation
SaaS
Infrastructure‑as‑code to provision and manage Contact Center
stacks.


Amazon DynamoDB
IaaS
Managed NoSQL database for Contact Center state and
configuration.


AWS Identity and Access Management (IAM)
IaaS
Access control and permissions for Contact Center
resources.


AWS Key Management Service (KMS)
IaaS
Encryption key management for data at rest and in
transit.


Amazon Kinesis (CTRs)
IaaS
Streams Contact Trace Records and real‑time events for
processing.


Amazon Kinesis Data Streams
IaaS
Scalable real‑time data streams supporting CTR and event
flows.


Amazon Kinesis Video Streams
IaaS
Secure video streaming for analytics, machine learning, and
playback.


AWS Secrets Manager
SaaS
Secure storage and rotation for credentials, keys, and API
secrets.



Tag Policies
(AWS Organizations)

IaaS
Organization‑wide rules to standardize and enforce resource
tagging.


AWS End User Messaging
SaaS
Targeted, outbound customer messaging (for example, SMS) used by
Contact Center.


Customer Profiles
SaaS
Unified customer record in the agent workspace.


CloudWatch Dashboards and Alarms
SaaS
Custom dashboards and alarms for metrics and health.


AWS CloudTrail
SaaS
Audit logging of API activity across the environment.


Amazon Cognito
SaaS
Authentication, authorization, and user management.


Amazon EventBridge
IaaS
Event bus for integrations and event-driven extensions.




For more information about the core AWS service, see What is Amazon Connect?.



Accessing AWS services and resources

You access your AWS accounts provisioned for Contact Center through a
Zendesk-federated user authenticated by Zendesk identity provider (IdP). Only users
with the Zendesk Support admin role can access the AWS Console.
When you’re federated into AWS, you receive only the permissions granted by the
Customer IAM role. This role is scoped to the resources available to you and is
designed to protect Zendesk-managed Contact Center resources from modification.
You can create and manage supported AWS resources, such as Lambda functions, within
your permitted scope.
For more information about how responsibilities are divided between Zendesk and
customers, see The Zendesk Shared Responsibility
Model.



Adding AWS services

To add optional AWS services to your instance, contact your Zendesk account
representative.
Here are some of the add-on services that are available:









AWS service or feature
Type
Description




In-app calling
SaaS
Start voice or video calls from your app or website.


Video calling
SaaS
Embed face-to-face video interactions in web and mobile.


Outbound Campaigns
SaaS
Proactive voice, SMS, and email outreach with predictive or
progressive dialing.


Screen Recording
SaaS
Capture agent desktop activity alongside audio for QA and
coaching.


AWS Directory Service
IaaS
Managed Microsoft Active Directory (AD) or integration with
on-premises AD.


Amazon SNS
SaaS
Publish and subscribe messaging for notifications and
fan-out.







Requesting support

If you need help, contact Zendesk Customer Support. We’ll triage and resolve your
request from start to finish and, when needed, escalate to AWS on your behalf. No
separate AWS ticket is required because you’ll receive all updates in your Zendesk
ticket.

Note: If you manage your own AWS instance instead of having the Zendesk Contact Center
bundle with Amazon Connect, then you might need to contact AWS Support when you have an AWS
issue.



Data handling and privacy

Zendesk processes interaction and operational data related to the applicable AWS
services, and Zendesk may share necessary details with Amazon to operate the service
or resolve issues. Any data that AWS processes in your AWS accounts, including data
within your Amazon Connect instance, is handled in accordance with your terms with
AWS.



Using Contact Center with HIPAA-enabled accounts

Contact Center is covered by the Zendesk Business Associate Agreement
(BAA) as part of Advanced Compliance, but
coverage of the applicable AWS services requires the execution of a BAA with
AWS.
To review, accept, and manage the status of the BAA for your AWS
account, sign in to AWS Artifact in the AWS Management Console.
This is a self-service portal available directly within the AWS Management
Console that manages agreements and compliance reports.
To review and accept the BAA for your AWS account

Sign in to your AWS Management Console instance.
Navigate to AWS Artifact
In the search bar at the top, type “Artifact” and select it from the
services list.


Access the BAA

In the left navigation pane of the AWS Artifact console, click
Agreements.
Look for the Account tab.
Find AWS Business Associate Addendum (BAA) in the list.


Review and Download

Click on the BAA to expand its details.
Click Download Agreement to pull down the PDF copy of the
terms. Your legal and compliance teams should review this document
to understand the shared responsibility model and specific
obligations.



Electronically Sign / Accept

Once reviewed by an authorized signee, check the box to
confirm you have the authority to sign.
Click Accept Agreement.
Once accepted, the status will update to “Active”. You can return to
this screen at any time to download the countersigned copy for your
compliance audit logs or contract repository.




Key reminders after signing:


HIPAA-Eligible services only: Accepting the BAA covers the entire
account, but you are required to only process, store, or transmit Protected
Health Information (PHI) using services on the official AWS HIPAA-Eligible Services list.

Configuration is your responsibility: AWS operates under a Shared Responsibility Model. Signing
the BAA secures the underlying infrastructure, but you must appropriately
configure your account to achieve true compliance.



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