Zendesk for Contact Center

Zendesk for Contact Center brings a full Contact Center solution directly into Zendesk — easily and with seamless scalability. Zendesk has built a comprehensive integration with Amazon Connect, AWS’s modern Contact Center platform. Contact Center for Zendesk is a scalable and reliable solution suitable for organizations from a few users to thousands. It delivers a consistent omnichannel experience with AI-driven efficiency that frees up agents’ time.

  

1. Easy deployment and management: The integration is pre-built and quick to enable. Amazon Connect can be activated with a few clicks, and call routing flows can be created using a visual builder — without coding or complex installation.

2. Unified user experience: Calls are handled directly inside the Zendesk workspace like any other channel, providing agents with a smooth interface and enabling a high-quality customer experience.

3. Customizability and scalability: The service grows with business needs without requiring dedicated infrastructure.

4. Improved productivity: Automated features and intelligent suggestions support agents in real time. Calls can be transcribed automatically, summarized, and enriched with AI tools that recommend relevant information during conversations.

5. High reliability: Amazon Connect operates on the global AWS cloud, offering high availability, fault tolerance, and scalability.

Amazon Connect Features

• Phone calls through public numbers or mobile/web applications

• Routing flows (IVR, queues, dynamic routing, data collection, prioritization, self-service, etc.)

• Secure call recording and call recording management

• Real-time call transcription

• Callback and voicemail capabilities

• AI-powered call analytics and quality monitoring

Zendesk Capabilities with the Integration

• Use Zendesk data in Amazon Connect routing — for example, route based on open tickets or customer profile

• Agent workspace with embedded telephony directly inside Zendesk

• Automatic call summaries and categorization using Zendesk AI

• Built-in reporting with both overall and agent-level metrics

Free Assessment

Would you like a free assessment of whether Contact Center for Zendesk is suitable for your organization?

As an official AWS partner, Fullon Advisors can conduct a Contact Center for Zendesk assessment free of charge. We review your current Contact Center setup and future needs, compare them with Contact Center for Zendesk and other AWS solutions, and provide a concrete roadmap for achieving your target state. AWS may fund this assessment, enabling access to top-tier expertise without cost.

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How to get started with Contact Center for Zendesk

• We are an official partner of both Amazon Connect and Zendesk, with strong experience in Amazon Connect implementations.

• We provide a commitment-free analysis of your environment, needs and goals, and evaluate how well Contact Center for Zendesk fits your use case. Based on this, you can make an informed decision about the best solution.

 

As a certified AWS Service Delivery Partner for Amazon Connect, we have the expertise to support your implementation and ongoing operations.

Want to hear more about Zendesk for Contact Center?

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