Zendesk Contact Center is a solution integrated into Zendesk for an omnichannel experience with no disruption to agent workflows. It's powered by Amazon Connect and is enhanced with AI tools such as real-time sentiment analysis and automated transcription. Together, this provides crystal-clear, reliable calls, and enterprise-grade scalability. Imagine your agents delivering exceptional voice service without ever leaving Zendesk.
If you're looking to install the solution, get a license through your account representative, access the app in the Zendesk Marketplace and the Contact Center setup guide.
Understanding the benefits of using Contact Center
Using Contact Center for voice support in Zendesk provides the following benefits:
- Connected CX platform: Unifies voice and digital channels within Zendesk’s UI.
- Real-time sentiment analysis: Detects customer emotions in real time to help agents resolve issues faster.
- Automated transcription: Provides instant call summaries for accurate documentation and reduced after-call work.
- Voice AI and automation: Empowers customers to self-serve and agents to focus on high-value interactions by using smart IVR, call deflection, and multi-modal support.
- Pause and resume call recording: Maintains compliance without disrupting workflows.
- Proactive outreach: Keeps 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.
- Contact Center can also be used to target outcomes such as:
- Faster call resolutions: Reduces average handle time (AHT) by automating repetitive tasks and empowering agents with real-time insights.
- Higher customer satisfaction: Improves customer satisfaction (CSAT) through proactive engagement and clear audio and transcripts that strengthen loyalty.
- Increased agent productivity: Increases agent productivity with AI-powered tools such as automated after-call work and sentiment analysis that remove busywork and keep agents focused on resolution.
- Scalable for growth: Grows from small deployments to enterprise-wide solutions without losing performance or reliability.
- Proven ROI: Delivers tangible cost savings and revenue growth by lowering outbound costs, reducing churn, and speeding resolutions.
Resources
Review the Zendesk Contact Center product info and request a demo.
Watch What's Zendesk Contact Center from Zendesk Relate 2025.
Access the Contact Center app and review the setup guide.