Zendesk has announced a major expansion of its relationship with Amazon Web Services through a new Strategic Collaboration Agreement designed to accelerate AI powered contact center transformation and support global adoption of Zendesk Contact Center. Revealed during AWS re:Invent, the collaboration brings together Amazon Connect voice capabilities and Zendesk’s AI driven service platform to create unified customer service experiences across voice, digital, and automated channels.
The partnership focuses on integrating Amazon Connect’s low latency voice infrastructure, conversational analytics, and sentiment analysis with Zendesk Contact Center, which is built on the AWS cloud and powered by AI capabilities from Amazon Bedrock. The goal is to help companies modernize legacy systems and eliminate the operational friction caused by fragmented tooling, enabling faster resolution and more cohesive customer interactions.
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As organizations face rising customer expectations and pressure to deliver efficient service across channels, modern Contact Center as a Service solutions have become a priority for businesses scaling customer operations. Zendesk CTO Adrian McDermott said the partnership solves a core industry challenge by eliminating disconnected systems that slow down agents and frustrate customers. “Our collaboration with AWS addresses a critical industry challenge: contact centers are drowning in fragmented systems that create friction instead of resolution,” McDermott said. “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.”
The agreement also deepens the relationship between the two companies following Zendesk’s recent recognition as AWS’ Customer Experience Partner of the Year (Technology) Global. Pasquale DeMaio, Vice President of Amazon Connect at AWS, highlighted how the enhanced collaboration will combine real time reasoning agents, automation, and analytics. “Together, we’re empowering human AI collaboration to enhance customer experiences, improve efficiency, and build trust,” he said.
Zendesk Contact Center integrates AI, automation, self service workflows, and omnichannel support to help businesses resolve customer issues more quickly while retiring legacy infrastructure. Built on Amazon Connect’s cloud based telephony foundation, the platform unifies routing, case management, and agent assistance, ensuring consistent experiences across voice and digital touchpoints. Organizations using the combined solution report measurable improvements, including faster resolution times and reduced operational load.
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TELUS Digital, one of the enterprise adopters of Zendesk Contact Center on AWS, shared performance results demonstrating the impact of the integrated approach. “The results included a five percentage point increase in First Contact Resolution and a 50 percent reduction in after contact work time,” said Jamie Timm, SVP of Global Delivery and Operations at TELUS Digital. “Zendesk’s AI powered platform truly empowers agents and elevates service to the next level.”
As part of the Strategic Collaboration Agreement, Zendesk will launch a unified offering that packages the Zendesk Resolution Platform together with Amazon Connect through AWS Marketplace in the coming months.
Industry analysis and insights on evolving AI service models and customer experience strategy can be found through Marketing Technology Insights. As AI redefines service expectations, AI powered contact center transformation is emerging as a cornerstone of enterprise modernization, reshaping how brands scale responsiveness, intelligence, and agent support across global markets.
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