December 03, 2025
Zendesk and AWS Build an AI Backbone for Contact Centres
At AWS re:Invent in Las Vegas, Zendesk announced a new collaboration with Amazon Web Services (AWS) aimed at accelerating AI-powered contact centre modernisation and joint go-to-market initiatives to scale the growth of Zendesk Contact Centre globally.
The deal focuses on tighter integration between Amazon Connect voice services, conversational analytics, sentiment analysis, and Zendesk Contact Centre, bringing together voice, digital channels, and AI automation into a single service environment.
Rising service expectations and the demand for quicker, cross-channel resolutions have exposed a long-standing weakness in many contact centres. The partnership aims to tackle that problem directly by bringing voice, digital channels, and analytics into a more unified service environment.
Built on Amazon Connect and powered by the Zendesk Resolution Platform, Zendesk Contact Centre unifies routing, AI assistance, analytics, and agent tools from day one. The expanded partnership aims to extend these capabilities globally by combining Amazon Connect’s cloud-native voice technology with Zendesk’s AI for customer service, built on Amazon Bedrock. This includes real-time conversational insights and sentiment detection that can help agents prioritise interactions, identify customer intent earlier in the journey, and deliver more consistent service outcomes.
Making Channel Switching Seamless
The collaboration directly targets two core experience pain points: transferring customers across channels and the lack of context between voice and digital interactions. By consolidating all interactions into a unified environment, businesses can enable faster resolutions, reduce repeated identity checks or handoffs, and maintain continuity across touchpoints.
It also makes the job easier for employees, enabling them to work from a single interface supported by embedded AI, rather than juggling multiple legacy systems to handle calls, chats, and tickets.
Looking ahead, Zendesk plans to package its Resolution Platform with Amazon Connect as a combined multi-product offering in the AWS Marketplace, expected to become available in the coming months. The move will simplify procurement and deployment for businesses seeking to modernise contact centre infrastructure while accelerating the adoption of AI-first service models.
