Zendesk has signed a multi-year Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) at re:Invent, deepening integration of Amazon Connect voice capabilities, conversational analytics, and sentiment analysis into Zendesk Contact Center while accelerating joint go-to-market efforts worldwide.
Rising customer expectations demand faster, more consistent service across every channel. Yet many organizations remain trapped in fragmented legacy systems that create friction rather than resolution.
The new SCA addresses this head-on by tightly integrating Amazon Connect’s scalable voice infrastructure and AI capabilities with Zendesk’s AI-first Resolution Platform—delivering a modern Contact Center as a Service (CCaaS) solution where voice, digital channels, and automation work as one.
"Our collaboration with AWS addresses a critical industry challenge: contact centers are drowning in fragmented systems that create friction instead of resolution," said Adrian McDermott, Zendesk CTO. "This collaboration helps Zendesk build the next generation of agent-centric solutions, where AI is seamlessly integrated — not bolted on — ensuring every interaction across channels, agents, and systems drives resolution."
"Zendesk's recognition as AWS' Customer Experience Partner of the Year (Technology) - Global showcases their commitment to contact center innovation on AWS," said Pasquale DeMaio, Vice President of Amazon Connect at AWS. "This Strategic Collaboration Agreement deepens our partnership by connecting Amazon Connect's AI capabilities—including agents that reason and assist representatives—with Zendesk's automation platform. Together, we're empowering human-AI collaboration to enhance customer experiences, improve efficiency, and build trust."
Real-world impact is already proven. "Working with AWS and Zendesk, TELUS Digital recently transformed customer support for a leading telecommunications client by deploying 24/7 asynchronous messaging powered by Zendesk Contact Center on the AWS secure, global infrastructure," said Jamie Timm, SVP, Global Delivery and Operations, TELUS Digital. "The results included a five percentage point increase in First Contact Resolution and a 50 percent reduction in after-contact work time."
The unified solution—coming soon to AWS Marketplace—combines Zendesk’s AI Agents, knowledge graph, and agent workspace with Amazon Connect voice, analytics, and sentiment capabilities, enabling organizations to retire legacy stacks and deliver exceptional service at scale.
About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow.
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