Zendesk Expands Amazon Connect Support

Zendesk today introduced an enhanced integration between Amazon Connect and Zendesk Talk Partner Edition, allowing users of Amazon Connect and Zendesk Support to leverage multiple artificial intelligence (AI) and machine learning (ML) services from Amazon Web Services (AWS).

"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 at Zendesk, in a statement. "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."

Companies using the enhanced connector in contact centers can benefit from AWS' AI and machine learning services, such as Amazon Lex, Amazon Polly, Amazon Transcribe, and Amazon Comprehend.

"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 of Amazon Connect at Amazon Web Services, in a statement. "We look forward to delighting customers around the globe with this integrated customer service solution in 2020."

Current Zendesk customers, such as Carsales.com, are already benefiting from the new capabilities.

"AI and machine learning have absolutely changed how we work in our customer contact center. 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 at Carsales.com, in a statement. "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."

The enhanced Zendesk connector for Amazon Connect will be available as a pre-integrated solution starting in late January.

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