San Francisco, CA & Las Vegas, NV, USA, Dec 4, 2019 -- Zendesk, Inc. (NYSE: ZEN) announced a strategic, go-to-market solution package based upon an enhanced integration between Amazon Connect and Zendesk Talk Partner Edition. The enhanced integration allows both Amazon Connect customers and Zendesk Support customers to leverage artificial intelligence (AI) and machine learning (ML) services from Amazon Web Services (AWS) to improve contact center agent efficiency while reducing the time end-customers spend interacting with customer service. This solution is designed to allow businesses to deploy the latest generation of proactive, anticipatory customer service.
"We are excited to continue our work with AWS to help companies provide some of the best proactive contact center experiences for their customers," said Adrian McDermott, President of Products, Zendesk. "By tapping into AI and machine learning, businesses can easily create an intelligent contact center customer service experience that allows businesses not only to resolve questions and issues more quickly and efficiently, but also in some cases, even eliminating the need for their customers to wait to speak with an agent at all."
"The updated connector for Amazon Connect and Zendesk Support is designed to offer the next generation of customer service by empowering businesses to anticipate and intelligently address their customer needs in real-time using AWS Artificial Intelligence and Machine Learning services," said Pasquale DeMaio, General Manager, Amazon Connect, Amazon Web Services, Inc. "We look forward to delighting customers around the globe with this integrated customer service solution in 2020."
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Zendesk has chosen Amazon Connect as a preferred contact center voice solution to deploy with Zendesk Talk Partner Edition globally. As a result of the enhanced capabilities delivered by Zendesk and Amazon Connect, current Zendesk customers such as Carsales.com are already benefiting from the new capabilities. Additionally, AWS Service Delivery Program-accredited Amazon Connect SI partners including Tata Consultancy Services (TCS), VoiceFoundry, Mission Labs, USAN, Conn3ct, and tecRacer, will be able to integrate an existing contact center solution with Zendesk Support using Talk Partner Edition, in all major geographies globally.
"AI and machine learning have absolutely changed how we work in our Customer Contact Centre. In a matter of months we implemented efficiencies within our own working practices and started to observe real benefits which of course translate into a better, more cohesive experience for our customers," said Muhammad Masri, Customer Service Manager, Carsales.com. "I’m confident that by integrating the new enhanced Zendesk integration with Amazon Connect, our teams will have more informed and productive conversations with our customers."
Posted by Veronica Silva Cusi, news correspondent
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
Published: Thursday, December 5, 2019
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