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Zendesk customer service innovations supercharged by AWS strategic collaboration agreement

Zendesk, the customer service solution provider, is announcing a five-year strategic collaboration agreement (SCA) with AWS, designed to drive tailored, intelligent, and scalable customer experiences (CX), further amplified by enhanced support operations.

The SCA extends Zendesk Suite to AWS and the AWS Marketplace, providing access to a variety of solutions that improve the quality of the end user experience while leveraging AI tools, bots, and analytics to boost operational efficiency for support teams.

Zendesk’s solutions cultivate a more seamless and effective CX for customers and agents alike, now available to AWS customers. According to the companies, implementation of Zendesk Suite’s latest innovations ensure that enterprises stay competitive, retain customers, and are adaptable to a rapidly shifting market—all while the technology grows with the business.

“Zendesk research found that 61% of customers are excited by the prospect of immersive experiences, and 80% of businesses plan to increase their CX budgets in 2023. By taking advantage of easy-to-use software powered by Zendesk AI and AWS, CX teams can free up time and resources to focus on what they do best—creating powerful customer interactions,” said Pascal Pettinicchio, vice president of alliances and corporate development at Zendesk. “Zendesk’s platform delivers high-level performance to provide enhanced customer experiences—we knew that, by collaborating with AWS, we could meet customers’ demands.”

The SCA broadens Zendesk’s collection of CX improvements to scale with the business, accompanied by a mass of customizable CX components. Users can build enterprise-grade, secure customer service programs and chatbots based on reliable cloud architecture, as well as create increasingly popular conversational experiences across customer channels and devices.

Embedded chatbots and AI-based tools propel Zendesk’s ability to provide accelerated, yet smooth, CX. Interactions are personalized and resolved rapidly with chatbots, while AI tools provide extensive support for agents that aid in both their response and their remediation through self-service. AI additionally analyzes customer behavior, transforming this information into actionable insights.

The myriad of CX innovations is underpinned by multi-channel support—whether in Zendesk Sunshine Conversations, Amazon Connect, and AWS Contact Center Intelligence.

“Zendesk has been both a member of the AWS Partner Network and a customer for many years, leveraging our cloud services to create innovative customer and employee experience solutions for customers,” said Ruba Borno, vice president of worldwide channels and alliances at AWS. “This strategic collaboration agreement with Zendesk allows companies to personalize experiences using data, taking customer experiences to the next level and helping businesses automate and scale their customer service operations on the cloud.”

To learn more about Zendesk and AWS’ strategic collaboration, please visit https://www.zendesk.com/.

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