On June 16, 2025, the Zendesk team successfully launched a delivery of our deep dive series providing an in-depth exploration of Zendesk for Contact Center, a newly integrated, scalable, and AI-powered voice solution built on AWS Amazon Connect technology. The session covered product capabilities, technical details, live demos, and future roadmap, aimed at helping businesses improve customer service through a unified, AI-enhanced contact center experience.

Highlights included

• Introduction to Zendesk for Contact Center and its integration with AWS Amazon Connect.

• Importance of voice in modern customer service despite the rise of digital channels.

• Demonstration of AI-powered features including real-time transcription, sentiment analysis, and automatic ticket updates.

• Distinction between Zendesk Voice (SMB focus) and Zendesk for Contact Center (enterprise/mid-market focus).

• Showcase of agent experience improvements via context-rich, single-pane workspace designed to eliminate “tab overload.”

• Reporting and analytics tools embedded into the solution offering real-time insights and historical trend analysis.

• AI-driven automation to reduce agent after-call work, enhance call disposition accuracy, and improve operational efficiency.

• Discussion on telephony coverage, compliance, and global scalability through AWS infrastructure.

What we learned

• Voice Still Matters: The team made an emphasis on the fact that, despite growth in messaging and digital channels, voice remains essential for complex, sensitive, and urgent customer service interactions.

• Unified Platform: We reviewed Zendesk for Contact Center seamlessly integrating voice with existing Zendesk channels, allowing unified case management and richer agent context.

• AI Enhancements: The team showcased how AI is embedded throughout the call journey for intent recognition, transcription, sentiment analysis, real-time alerts, automatic ticket updating, and call disposition, drastically improving agent productivity and customer experience.

• Scalability and Resilience: We covered how AWS Amazon Connect provides a resilient, scalable telephony backbone, enabling global reach with multi-region redundancy and pay-as-you-go telephony costs.

• Agent Experience Revolution: The team reviewed how simplified, contextualized agent workspaces reduce cognitive load and improve first-contact resolution by bringing all necessary data and controls into one interface.

• Use Cases: We reviewed scenarios applicable across industries and from IT help desks to retail, banking, hospitality, and government services, with support for inbound/outbound and high-volume campaigns.

• Increase the use of AI: The team showcased how AI supports agents by handling routine tasks and data capture rather than replacing human interaction, allowing agents to focus on complex, empathetic conversations.

• Operational Insights: We went through how real-time and historical reporting provide actionable insights to optimize contact center performance and identify operational issues quickly.

Next Steps

Don’t miss our upcoming diverse and insightful events! Next week, join us for “Step 4 - Build the Customer Experience,” part of our “5 Steps to Provide Email Support” series.

Webinar resources

• [Webinar recording] Relate deep dive on Zendesk for Contact Center

• [Presentation deck] Relate deep dive on Zendesk for Contact Center

• [Q&A] Relate deep dive on Zendesk for Contact Center

• Zendesk essentials Youtube playlist

• Zendesk essentials: Live tutorials series page