Zendesk and AWS Partner to Advance AI Contact Center Capabilities

December 03, 2025
Zendesk has signed a Strategic Collaboration Agreement with Amazon Web Services to integrate Amazon Connect voice and AI capabilities into its Contact Center platform, aiming to modernize customer service operations and unify digital and voice channels.

At AWS re:Invent, Zendesk announced a Strategic Collaboration Agreement with Amazon Web Services to accelerate AI-powered contact center innovation and expand global reach for Zendesk Contact Center, announced in a press release.

The collaboration will integrate Amazon Connect’s voice capabilities, conversational analytics, and sentiment analysis with Zendesk Contact Center. It combines Amazon Connect’s voice technology with Zendesk’s AI for customer service, which runs on Amazon Bedrock, to create a unified solution across voice, digital channels, and automation.

Zendesk plans to offer a joint solution combining the Zendesk Resolution Platform with Amazon Connect through the AWS Marketplace in the coming months. The partnership also builds on Zendesk’s recognition as AWS’ Customer Experience Partner of the Year (Technology) – Global, highlighting their ongoing collaboration in contact center innovation.

According to Zendesk, businesses using this combined platform can modernize contact center operations with scalable, AI-driven solutions that streamline workflows and improve both agent productivity and customer experience.

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