Zendesk Brings Customer Service to Modern Cloud Contact Centers with Amazon Connect

March 28, 2017 Off By Hoofer
Grazed from Zendesk, Inc.

Zendesk, Inc. today announced it is among the first in the AWS Partner Network (APN) to support Amazon Connect, the new cloud-based contact center service from Amazon Web Services (AWS). The integration with Zendesk Support and Amazon Connect will give Amazon Connect customers access to Zendesk’s customer service software that lets businesses track, prioritize, and solve customer support interactions to improve their customer relationships.
 
Zendesk Support provides the tools and information customer service agents need in one place to quickly and easily solve customer support inquiries. Amazon Connect helps enterprises get out of the business of managing on-premise call center infrastructure and provide reliable phone support at any scale. Integrated together, Zendesk customers will have access to Amazon Connect’s call center capabilities, while Amazon Connect customers will have the context and unique insights that Zendesk provides.

 

“An Amazon Connect and Zendesk integration provides our many shared customers with a seamless experience,” said Sam Boonin, vice president of product strategy at Zendesk. “These companies are placing customer relationships at the forefront of their business and, in return, creating loyal customers.”
 
Businesses are increasingly migrating call center infrastructure from on-premises to the cloud in order to achieve greater efficiency and scale and deliver more value for customers. According to IDC, the overall contact center market, which includes on-premises and public cloud solutions, is forecasted to reach U.S. $9.8 billion by 2020.
 
With over 35 CTI integrations in the Zendesk marketplace and more than a decade of leadership in web-based customer service applications, Zendesk brings its deep contact center expertise to the Amazon Connect collaboration. As a result, businesses using Amazon Connect and Zendesk will be well-equipped to deliver support experiences that are tailored to the customer, and change dynamically based on their past and current interactions. By adding Amazon Connect and Talk Partner Edition agents to their account, Zendesk customers will experience the benefits of integrated phone support.
 
“The seamless integration of Zendesk Support with Amazon Connect is designed to create a unified agent experience which can increase agent efficiency and customer satisfaction,” said Pasquale DeMaio, Principal Product Manager, Amazon Connect.
 
Amazon Connect integrated with Zendesk Support will be easy for companies of any size to get up and running quickly without large up-front investments in professional services, mitigating the need for in-house technical expertise. Together, Zendesk and Amazon Connect can serve and scale up to serve companies of all sizes For pricing and plan information, please visit aws.amazon.com/connect.