New Strategic Collaboration Agreement integrates Amazon Connect voice and advanced analytics with Zendesk Contact Center, strengthening AI-driven customer service automation globally
At AWS re:Invent 2025, Zendesk unveiled a significant expansion of its long-standing partnership with Amazon Web Services (AWS) to accelerate AI-driven transformation across global contact centers. Through a new Strategic Collaboration Agreement (SCA), the companies will integrate Amazon Connect voice capabilities, conversational analytics, and sentiment analysis directly into Zendesk Contact Center, creating a unified, AI-first customer experience platform.
The deepened partnership comes at a time when enterprises worldwide are facing rising customer expectations, complex service environments, and the need for scalable AI-enabled contact center solutions.
“Contact centers are drowning in fragmented systems that create friction instead of resolution. This collaboration helps Zendesk build the next generation of agent-centric solutions, where AI is seamlessly integrated — not bolted on,” said Adrian McDermott, CTO, Zendesk.
He emphasized that the unified approach will enable faster resolution across digital and voice channels, empowering service teams with real-time intelligence and automation.
A Unified AI Fabric for the Modern Contact Center
The joint effort aims to modernize contact center operations through a cohesive solution built on Amazon Connect and powered by the Zendesk Resolution Platform, which uses Amazon Bedrock for generative AI and intelligent automation.
The combined platform offers:
- Scalable, cloud-native voice infrastructure
- AI-powered sentiment and conversational analytics
- Unified workflows across voice, digital, and automation
- Agent assist tools and AI reasoning systems
- A single operational stack replacing fragmented legacy systems
“We’re empowering human-AI collaboration to enhance customer experiences, improve efficiency, and build trust,” said Pasquale DeMaio, Vice President, Amazon Connect at AWS. “The SCA connects Amazon Connect’s AI capabilities—including agents that reason and assist representatives—with Zendesk’s automation platform.”
Industry Impact: Higher Efficiency, Faster Resolution
The expanded partnership has already demonstrated tangible outcomes. TELUS Digital, one of the early adopters, has seen measurable improvements across their digital support ecosystem.
“We achieved a five percentage point increase in First Contact Resolution and a 50% reduction in after-contact work time,” noted Jamie Timm, SVP, Global Delivery and Operations, TELUS Digital.
He added that the unified AI-powered approach is helping telecommunications clients deliver faster, more connected customer experiences.
Recognition and Market Momentum
Adding to the announcement, Zendesk was named AWS Customer Experience Partner of the Year (Technology) – Global, reflecting the company’s sustained leadership in AI-enabled service transformation and its close alignment with AWS’s vision for the future of customer experience.
In the coming months, Zendesk will make a comprehensive multi-product solution—combining the Zendesk Resolution Platform and Amazon Connect—available through the AWS Marketplace, further simplifying enterprise adoption.
Shaping the Next Era of AI-First Customer Experience
As businesses worldwide transition from traditional automation to AI-powered, agent-assist and autonomous contact center operations, the Zendesk–AWS partnership sets a new benchmark for scalability, intelligence, and unified service delivery.
With rapidly evolving AI capabilities and the need for frictionless omnichannel experiences, this collaboration is positioned to redefine how global enterprises build customer trust, optimize operations, and deliver next-generation support.