About AWS services in Contact Center

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
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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.
</p>
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<div class="body">

<p class="p">Zendesk Contact Center is powered by select AWS services, including Amazon Connect. As an
<a class="xref" href="https://www.zendesk.com/partner/aws/" target="_blank">AWS
partner</a>, 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.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="about_aws_services_in_zendesk_contact_center__ul_dpl_xhq_23c">
<li class="li"><a class="xref" href="#list">Understanding the base AWS services in Contact Center</a></li>
<li class="li"><a class="xref" href="#access">Accessing AWS services and resources</a></li>
<li class="li"><a class="xref" href="#addons">Adding AWS services</a></li>
<li class="li"><a class="xref" href="#get-support">Requesting support</a></li>
<li class="li"><a class="xref" href="#privacy">Data handling and privacy</a></li>
<li class="li"><a class="xref" href="#hipaa">Using Contact Center with HIPAA-enabled accounts</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="about_aws_services_in_zendesk_contact_center__ul_lp4_nf4_33c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10512753593370" target="_blank">Getting started with Zendesk Contact
Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10263112119066" target="_blank">Understanding Contact Center billing</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="list">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the base AWS services in Contact Center</h2>
<div class="body">
<p class="p">Contact Center runs on a curated set of AWS services. The service types are:</p>
<ul class="ul" id="list__ul_cxz_cl3_q3c">
<li class="li">Software as a Service (SaaS): Ready‑to‑use AWS applications that Zendesk
provisions and configures for Contact Center. </li>
<li class="li">Infrastructure as a Service (IaaS): AWS compute, storage, and networking that
power the service. </li>
<li class="li">Platform as a Service (PaaS): Managed AWS integration and orchestration services
that move and transform data and connect SaaS, AWS, and on‑premises systems. </li>
<li class="li">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. </li>
</ul>
<p class="p">The following table lists the AWS services that form the base on which Contact Center
runs:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="list__table_ry1_wl3_q3c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e126" style="vertical-align:top;">AWS service or feature</th>
<th class="entry nocellnorowborder" id="d52e129" style="vertical-align:top;">Type</th>
<th class="entry cell-norowborder" id="d52e132" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon Connect</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Core cloud contact center platform for routing, flows, IVR, and
agent experiences.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Telephony (DID/TFN)</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">Telephony</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Phone numbers and per‑minute calling; number rental billed
daily.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon S3</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Object storage for configurations, logs, and artifacts used by
Contact Center.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS Lambda</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Serverless compute for orchestration and backend logic.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon API Gateway</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Managed APIs used by Contact Center services and
integrations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">
<p class="p">Amazon CloudWatch</p>
<p class="p">(including Logs)</p>
</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Monitoring, metrics, and log ingestion and retention for Contact
Center.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS CloudFormation</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Infrastructure‑as‑code to provision and manage Contact Center
stacks.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon DynamoDB</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Managed NoSQL database for Contact Center state and
configuration.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS Identity and Access Management (IAM)</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Access control and permissions for Contact Center
resources.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS Key Management Service (KMS)</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Encryption key management for data at rest and in
transit.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon Kinesis (CTRs)</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Streams Contact Trace Records and real‑time events for
processing.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon Kinesis Data Streams</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Scalable real‑time data streams supporting CTR and event
flows.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon Kinesis Video Streams</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Secure video streaming for analytics, machine learning, and
playback.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS Secrets Manager</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Secure storage and rotation for credentials, keys, and API
secrets.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">
<p class="p">Tag Policies</p>
<p class="p">(AWS Organizations)</p>
</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Organization‑wide rules to standardize and enforce resource
tagging.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS End User Messaging</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Targeted, outbound customer messaging (for example, SMS) used by
Contact Center.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Customer Profiles</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Unified customer record in the agent workspace.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">CloudWatch Dashboards and Alarms</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Custom dashboards and alarms for metrics and health.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">AWS CloudTrail</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Audit logging of API activity across the environment.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e126" style="vertical-align:top;">Amazon Cognito</td>
<td class="entry nocellnorowborder" headers="d52e129" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e132" style="vertical-align:top;">Authentication, authorization, and user management.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e126" style="vertical-align:top;">Amazon EventBridge</td>
<td class="entry row-nocellborder" headers="d52e129" style="vertical-align:top;">IaaS</td>
<td class="entry cellrowborder" headers="d52e132" style="vertical-align:top;">Event bus for integrations and event-driven extensions.</td>
</tr>
</tbody>
</table>
</div>
<p class="p">For more information about the core AWS service, see <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html" target="_blank">What is Amazon Connect?</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="access">
<h2 class="title topictitle2" id="ariaid-title3">Accessing AWS services and resources</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">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.</p>
<p class="p">You can create and manage supported AWS resources, such as Lambda functions, within
your permitted scope.</p>
<p class="p">For more information about how responsibilities are divided between Zendesk and
customers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833510938#cloud-solutions-provider" target="_blank">The Zendesk Shared Responsibility
Model</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="addons">
<h2 class="title topictitle2" id="ariaid-title4">Adding AWS services</h2>
<div class="body">
<p class="p">To add optional AWS services to your instance, contact your Zendesk account
representative.</p>
<p class="p">Here are some of the add-on services that are available:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="addons__table_ay1_q34_33c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e470" style="vertical-align:top;">AWS service or feature</th>
<th class="entry nocellnorowborder" id="d52e473" style="vertical-align:top;">Type</th>
<th class="entry cell-norowborder" id="d52e476" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e470" style="vertical-align:top;">In-app calling</td>
<td class="entry nocellnorowborder" headers="d52e473" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e476" style="vertical-align:top;">Start voice or video calls from your app or website.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e470" style="vertical-align:top;">Video calling</td>
<td class="entry nocellnorowborder" headers="d52e473" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e476" style="vertical-align:top;">Embed face-to-face video interactions in web and mobile.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e470" style="vertical-align:top;">Outbound Campaigns</td>
<td class="entry nocellnorowborder" headers="d52e473" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e476" style="vertical-align:top;">Proactive voice, SMS, and email outreach with predictive or
progressive dialing.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e470" style="vertical-align:top;">Screen Recording</td>
<td class="entry nocellnorowborder" headers="d52e473" style="vertical-align:top;">SaaS</td>
<td class="entry cell-norowborder" headers="d52e476" style="vertical-align:top;">Capture agent desktop activity alongside audio for QA and
coaching.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e470" style="vertical-align:top;">AWS Directory Service</td>
<td class="entry nocellnorowborder" headers="d52e473" style="vertical-align:top;">IaaS</td>
<td class="entry cell-norowborder" headers="d52e476" style="vertical-align:top;">Managed Microsoft Active Directory (AD) or integration with
on-premises AD.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e470" style="vertical-align:top;">Amazon SNS</td>
<td class="entry row-nocellborder" headers="d52e473" style="vertical-align:top;">SaaS</td>
<td class="entry cellrowborder" headers="d52e476" style="vertical-align:top;">Publish and subscribe messaging for notifications and
fan-out.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="get-support">
<h2 class="title topictitle2" id="ariaid-title5">Requesting support</h2>
<div class="body">
<p class="p">If you need help, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>. 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.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you manage your own AWS instance instead of having the Zendesk Contact Center
bundle with Amazon Connect, then you might need to contact <a class="xref" href="https://repost.aws/knowledge-center/get-aws-technical-support" target="_blank">AWS Support</a> when you have an AWS
issue.</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="privacy">
<h2 class="title topictitle2" id="ariaid-title6">Data handling and privacy</h2>
<div class="body">
<p class="p">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="hipaa">
<h2 class="title topictitle2" id="ariaid-title7">Using Contact Center with HIPAA-enabled accounts</h2>
<div class="body">
<p class="p">Contact Center is covered by the Zendesk Business Associate Agreement
(BAA) as part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832117786" target="_blank">Advanced Compliance</a>, but
coverage of the applicable AWS services requires the execution of a BAA with
AWS.</p>
<p class="p">To review, accept, and manage the status of the BAA for your AWS
account, sign in to <a class="xref" href="https://aws.amazon.com/artifact/" target="_blank">AWS Artifact in the AWS Management Console</a>.
This is a self-service portal available directly within the AWS Management
Console that manages agreements and compliance reports.</p>
<p class="p"><strong class="ph b">To review and accept the BAA for your AWS account</strong></p>
<ol class="ol" id="hipaa__ol_mmc_szj_hjc">
<li class="li">Sign in to your AWS Management Console instance.</li>
<li class="li">Navigate to <strong class="ph b">AWS Artifact</strong><ol class="ol" id="hipaa__ol_nmc_szj_hjc" type="a">
<li class="li">In the search bar at the top, type “Artifact” and select it from the
services list.</li>
</ol>
</li>
<li class="li">Access the BAA
<ol class="ol" id="hipaa__ol_omc_szj_hjc" type="a">
<li class="li">In the left navigation pane of the AWS Artifact console, click
<strong class="ph b">Agreements</strong>. </li>
<li class="li">Look for the <strong class="ph b">Account</strong> tab.</li>
<li class="li">Find <strong class="ph b">AWS Business Associate Addendum (BAA)</strong> in the list.</li>
</ol>
</li>
<li class="li">Review and Download
<ol class="ol" id="hipaa__ol_pmc_szj_hjc" type="a">
<li class="li">Click on the BAA to expand its details.</li>
<li class="li">Click <strong class="ph b">Download Agreement</strong> to pull down the PDF copy of the
terms.<p class="p">Your legal and compliance teams should review this document
to understand the shared responsibility model and specific
obligations.</p>
</li>
</ol>
</li>
<li class="li">Electronically Sign / Accept
<ol class="ol" id="hipaa__ol_qmc_szj_hjc" type="a">
<li class="li">Once reviewed by an authorized signee, check the box to
confirm you have the authority to sign.</li>
<li class="li">Click <strong class="ph b">Accept Agreement</strong>.</li>
<li class="li">Once accepted, the status will update to “Active”.<p class="p">You can return to
this screen at any time to download the countersigned copy for your
compliance audit logs or contract repository.</p>
</li>
</ol>
</li>
</ol>
<p class="p"><strong class="ph b">Key reminders after signing</strong>:</p>
<ul class="ul" id="hipaa__ul_rmc_szj_hjc">
<li class="li">
<strong class="ph b">HIPAA-Eligible services only</strong>: 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 <a class="xref" href="https://aws.amazon.com/compliance/hipaa-eligible-services-reference/" target="_blank">AWS HIPAA-Eligible Services list</a>.</li>
<li class="li">
<strong class="ph b">Configuration is your responsibility</strong>: AWS operates under a <a class="xref" href="https://aws.amazon.com/compliance/shared-responsibility-model/" target="_blank">Shared Responsibility Model</a>. Signing
the BAA secures the underlying infrastructure, but you must appropriately
configure your account to achieve true compliance.</li>
</ul>
</div>
</div>
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