Zendesk and AWS Deepen Alliance to Reinvent Contact Centres With AI

At AWS re:Invent, Zendesk announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-powered contact centre innovation and a joint go-to-market to support the global growth of Zendesk Contact Centre.

The collaboration will focus on integrating Amazon Connect voice capabilities, conversational analytics, and sentiment analysis with Zendesk Contact Centre, advancing Zendesk's vision to power exceptional service for every person on the planet.

As customer expectations rise and contact centres require faster, seamless service, Zendesk and AWS will help businesses modernise their contact centre operations with scalable, flexible voice and Contact Centre as a Service (CCaaS) solutions built on Amazon Connect — enhancing both customer and employee experiences.

By combining Amazon Connect's proven voice technology with conversational analytics capabilities and Zendesk's AI for customer service powered by Amazon Bedrock, the collaboration creates a cohesive solution that unifies voice, digital channels, and AI automation.

"Our collaboration with AWS addresses a critical industry challenge: contact centres are drowning in fragmented systems that create friction instead of resolution," said Adrian McDermott, Zendesk CTO. "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."

"This Strategic Collaboration Agreement deepens our partnership by connecting Amazon Connect's AI capabilities—including agents that reason and assist representatives—with Zendesk's automation platform. Together, we're empowering human-AI collaboration to enhance customer experiences, improve efficiency, and build trust," said Pasquale DeMaio, Vice President of Amazon Connect at AWS.

This SCA builds on Zendesk's long-standing collaboration with AWS to help customers deliver the speed, responsiveness, and consistency they already expect. Zendesk Contact Centre, built on Amazon Connect and powered by the AI-first Zendesk Resolution Platform, unifies AI, channels, and agent tools for customer service agents from day one.

It seamlessly bridges systems and teams to resolve contacts faster across voice, self-service, and digital, while streamlining operations and retiring fragmented legacy stacks. With a single, scalable platform, organisations keep agents productive, customers delighted, and their contact centres ready for what's next.

"Working with AWS and Zendesk, TELUS Digital recently transformed customer support for a leading telecommunications client by deploying 24/7 asynchronous messaging powered by Zendesk Contact Centre on the AWS secure, global infrastructure. 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, Global Delivery and Operations, TELUS Digital.

As part of this collaboration, Zendesk will offer a cohesive, multi-product solution combining the Zendesk Resolution Platform with Amazon Connect in the AWS Marketplace in the coming months.