Zendesk Contact Center is powered by select AWS services, including Amazon Connect. As anAWS partner, Zendesk builds and supports the solution in close collaboration with AWS. This article describes the base and optional AWS services, support, and data handling practices.

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Explore AWS services in Contact Center, including Amazon Connect. Use base services like telephony, storage, and APIs, and optionally add features like in-app calling or outbound campaigns. For support, contact Zendesk Customer Support, who will handle escalations to AWS if needed. Data handling aligns with your AWS terms, ensuring privacy and compliance.

Zendesk Contact Center is powered by select AWS services, including Amazon Connect. As an AWS partner, Zendesk builds and supports the solution in close collaboration with AWS. This article describes the base and optional AWS services, support, and data handling practices.

This article contains the following topics:

  • Understanding the base AWS services in Contact Center
  • Adding AWS services
  • Requesting support
  • Data handling and privacy
  • Using Contact Center with HIPAA-enabled accounts

Related articles:

  • Getting started with Zendesk Contact Center
  • Understanding Contact Center billing

Understanding the base AWS services in Contact Center

Contact Center runs on a curated set of AWS services. The service types are:

  • Software as a Service (SaaS): Ready‑to‑use AWS applications that Zendesk provisions and configures for Contact Center.
  • Infrastructure as a Service (IaaS): AWS compute, storage, and networking that power the service.
  • Platform as a Service (PaaS): Managed AWS integration and orchestration services that move and transform data and connect SaaS, AWS, and on‑premises systems.
  • Telephony: Public telephone network (PSTN) connectivity for voice calls, with direct inward dial (DID) numbers and toll‑free (TFN) numbers for inbound and outbound calling.

The following table lists the AWS services that form the base on which Contact Center runs:

AWS service or feature Type Description
Amazon Connect SaaS Core cloud contact center platform for routing, flows, IVR, and agent experiences.
Telephony (DID/TFN) Telephony Phone numbers and per‑minute calling; number rental billed daily.
Amazon S3 IaaS Object storage for configurations, logs, and artifacts used by Contact Center.
AWS Lambda IaaS Serverless compute for orchestration and backend logic.
Amazon API Gateway IaaS Managed APIs used by Contact Center services and integrations.

Amazon CloudWatch

(including Logs)

 SaaS Monitoring, metrics, and log ingestion and retention for Contact Center.
AWS CloudFormation SaaS Infrastructure‑as‑code to provision and manage Contact Center stacks.
Amazon DynamoDB IaaS Managed NoSQL database for Contact Center state and configuration.
AWS Identity and Access Management (IAM) IaaS Access control and permissions for Contact Center resources.
AWS Key Management Service (KMS) IaaS Encryption key management for data at rest and in transit.
Amazon Kinesis (CTRs) IaaS Streams Contact Trace Records and real‑time events for processing.
Amazon Kinesis Data Streams IaaS Scalable real‑time data streams supporting CTR and event flows.
Amazon Kinesis Video Streams IaaS Secure video streaming for analytics, machine learning, and playback.
AWS Secrets Manager SaaS Secure storage and rotation for credentials, keys, and API secrets.

Tag Policies

(AWS Organizations)

 IaaS Organization‑wide rules to standardize and enforce resource tagging.
AWS End User Messaging SaaS Targeted, outbound customer messaging (for example, SMS) used by Contact Center.
Customer Profiles SaaS Unified customer record in the agent workspace.
CloudWatch Dashboards and Alarms SaaS Custom dashboards and alarms for metrics and health.
AWS CloudTrail SaaS Audit logging of API activity across the environment.
Amazon Cognito SaaS Authentication, authorization, and user management.
Amazon EventBridge IaaS Event bus for integrations and event-driven extensions.

For more information about the core AWS service, see What is Amazon Connect?.

Adding AWS services

To add optional AWS services to your instance, contact your Zendesk account representative.

Here are some of the add-on services that are available:

AWS service or feature Type Description
In-app calling SaaS Start voice or video calls from your app or website.
Video calling SaaS Embed face-to-face video interactions in web and mobile.
Outbound Campaigns SaaS Proactive voice, SMS, and email outreach with predictive or progressive dialing.
Screen Recording SaaS Capture agent desktop activity alongside audio for QA and coaching.
AWS Directory Service IaaS Managed Microsoft Active Directory (AD) or integration with on-premises AD.
Amazon SNS SaaS Publish and subscribe messaging for notifications and fan-out.

Requesting support

If you need help, contact Zendesk Customer Support. We’ll triage and resolve your request from start to finish and, when needed, escalate to AWS on your behalf. No separate AWS ticket is required because you’ll receive all updates in your Zendesk ticket.

Note: If you manage your own AWS instance instead of having the Zendesk Contact Center bundle with Amazon Connect, then you might need to contact AWS Support when you have an AWS issue.

Data handling and privacy

Zendesk processes interaction and operational data related to the applicable AWS services, and Zendesk may share necessary details with Amazon to operate the service or resolve issues. Any data that AWS processes in your AWS accounts, including data within your Amazon Connect instance, is handled in accordance with your terms with AWS.

Using Contact Center with HIPAA-enabled accounts

Contact Center is covered by the Zendesk Business Associate Agreement (BAA) as part of Advanced Compliance, but coverage of the applicable AWS services requires the execution of a BAA with AWS.

To review, accept, and manage the status of the BAA for your AWS account, sign in to AWS Artifact in the AWS Management Console. This is a self-service portal available directly within the AWS Management Console that manages agreements and compliance reports.

To review and accept the BAA for your AWS account

  1. Sign in to your AWS Management Console instance.
  2. Navigate to AWS Artifact
    1. In the search bar at the top, type “Artifact” and select it from the services list.
  3. Access the BAA
    1. In the left navigation pane of the AWS Artifact console, click Agreements.
    2. Look for the Account tab.
    3. Find AWS Business Associate Addendum (BAA) in the list.
  4. Review and Download
    1. Click on the BAA to expand its details.
    2. Click Download Agreement to pull down the PDF copy of the terms.

      Your legal and compliance teams should review this document to understand the shared responsibility model and specific obligations.

  5. Electronically Sign / Accept
    1. Once reviewed by an authorized signee, check the box to confirm you have the authority to sign.
    2. Click Accept Agreement.
    3. Once accepted, the status will update to “Active”.

      You can return to this screen at any time to download the countersigned copy for your compliance audit logs or contract repository.

Key reminders after signing:

  • HIPAA-Eligible services only: Accepting the BAA covers the entire account, but you are required to only process, store, or transmit Protected Health Information (PHI) using services on the official AWS HIPAA-Eligible Services list.
  • Configuration is your responsibility: AWS operates under a Shared Responsibility Model. Signing the BAA secures the underlying infrastructure, but you must appropriately configure your account to achieve true compliance.
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