Zendesk for Contact Center is an advanced, AI-powered, and enterprise-ready voice solution that makes it easy for your agents to deliver voice service without switching between tools.
Built on Amazon Connect, it offers enterprise-grade reliability, scalability, and security with crystal-clear conversations every time. It's enhanced with AI tools like real-time sentiment analysis and automated transcription.
Contact Center was formerly known as Engage Voice for Zendesk by Local Measure.
This article contains the following topics:
Key features of Contact Center
Zendesk for Contact Center has the following key features:
- Real-time sentiment analysis: Detect customer emotions to resolve issues faster.
- Automated transcription: Instant call summaries for accurate documentation.
- Voice AI and automation: Smart IVR, call deflection, and multi-modal support that empower customers to self-serve while freeing agents for high-value interactions.
- Pause/resume recording: Maintain compliance without disrupting workflows.
- Proactive outreach: Keep customers informed before they need to reach out, with a predictive dialer that maximizes efficiency and ensures every call counts.
- AI-powered after-call work: Automates repetitive post-call tasks to reduce agent workload and speed up resolutions.
Benefits of using Contact Center
Using Zendesk for Contact Center provides support organizations with the following benefits:
- Faster call resolutions: Reduce average handling time by automating repetitive tasks and empowering agents with real-time insights.
- Higher customer satisfaction: Proactive engagement and crystal-clear conversations lead to improved CSAT and stronger customer loyalty.
- Increased agent productivity: AI-powered tools like automated after-call work and sentiment analysis help agents focus on solving customer issues.
- Scalable for growth: : Seamlessly grow from small deployments to enterprise-wide solutions without losing performance or reliability.
- ROI: Outbound efficiencies, reduced churn, and faster resolutions deliver tangible cost savings and revenue growth.
Contact Center also helps alleviate common pain points of delivering voice service, including:
- Disconnected CX platforms, where customers repeat themselves and agents have to constantly switch between tools. Contact Center provides unified voice and digital channels within the Zendesk user interface.
- Long call handling times, where inefficient processes lead to frustrated customers. Contact Center provides AI-driven after-call work that reduces manual tasks.
- No real-time call insights, which lead to missed opportunities to resolve issues faster. Contact Center provides real-time sentiment analysis that empowers agents to adjust to live calls.
- Outdated voice platforms, which have scalability and reliability issues during call surges. Contact Center is built on Amazon Connect, ensuring elastic scalability.