For years, Zendesk Voice (previously Talk) has provided integrated calling within Zendesk, helping teams manage phone conversations alongside other customer interactions.
Now, Zendesk Contact Center, powered by Amazon Connect, opens more possibilities. It combines the familiar Zendesk workspace with flexible routing, deeper business integrations and AI capabilities that help organisations modernise customer service.
Connect conversations with your business
With the right integrations, Contact Center can retrieve order information, provide automated updates and route customers to the appropriate specialist with relevant details already collected.
Agents can check availability and estimated queue waiting times before transferring calls. Customers spend less time repeating themselves, and teams can make better-informed handovers.
AI voice agents that take action
Amazon Connect’s Agentic CX Designer (ACXD) enables AI voice agents that can:
- Hold natural, multilingual conversations and maintain context.
- Answer questions using trusted knowledge.
- Complete tasks such as checking orders, changing appointments and updating accounts.
- Follow defined verification and approval rules.
- Transfer customers to human agents with relevant context.
Visual tools support designing, testing and improving these experiences, with guardrails to control how AI operates. Capabilities require the appropriate configuration and integrations.
In-app calling and telecom savings
Optional in-app and web calling lets customers contact your team directly from your website or mobile app, carrying relevant context into the conversation.
Internet-based calling can also reduce telecom costs by avoiding the traditional telephone-network leg. Savings depend on call patterns and implementation.
Turn missed calls into actionable work
Contact Center’s new voicemail capability captures messages when agents are unavailable, queues are busy or the service is closed.
Messages create or update Zendesk tickets with caller details and recordings. Optional transcription, routing and tags help teams organise and track follow-up.
Support agents with AI
Live transcripts, AI summaries and configured after-call workflows reduce manual documentation. Conversation analysis and quality management help leaders identify recurring issues and coaching opportunities.
While Zendesk Voice also offers AI capabilities, Contact Center provides greater flexibility to connect automation, business data and service workflows.
Bring your contact center into the modern AI era
At Fullon Advisors, we are contact center experts. We help organisations bring their contact centers into the modern AI era by combining customer service expertise with practical knowledge of Amazon Connect, Zendesk and AI.
