Zendesk has signed a new Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to deepen their long-term partnership and accelerate the adoption of AI-powered contact centers globally. Under the agreement, Zendesk will integrate AWS’s voice-capable platform Amazon Connect along with conversational analytics, sentiment analysis and AI automation built on Amazon Bedrock into its core contact center offering.
Also Read: Cvent Unveils LinkedIn Ads Integration to Boost Event Marketing ROI
The expanded solution aims to unify voice, digital channels and AI-driven tools into a single scalable Contact Center-as-a-Service (CCaaS) stack, allowing organizations to streamline operations, retire fragmented legacy systems, and deliver faster, more consistent customer support across channels. The collaboration further strengthens Zendesk’s position in customer experience technology: AWS recognized Zendesk as its “Customer Experience Partner of the Year (Technology) – Global,” underscoring the combined offering’s potential to help enterprises modernize service operations while enhancing both agent productivity and customer satisfaction.