Zendesk has entered into a five-year strategic collaboration agreement with AWS.
The partnership aims to "provide faster, tailored conversational experiences" across various customer engagement channels.
As such, co-innovation is seemingly on the cards, which will likely advance Zendesk’s pre-built Amazon Connect integration.
Currently, this includes a softphone client that allows agents to work on cases in Zendesk while receiving and controlling contacts through Amazon Connect. This all happens on a single screen.
Additionally, there are further foundational elements, such as screen pop, which presents agents with crucial case details as contacts route through to them.
Yet, there are also more advanced capabilities. For instance, Connect attaches call recordings and transcriptions to the relevant Zendesk case. The Contact Lens tool then runs sentiment analysis on those and drops insights directly into the case too.
It seems that the new partnership will take this use case to the next level, promising to lower customer churn "by using AI to analyze customer emotion and take the best action."
However, this appears only to be the start.
What Else Can Customers Expect from the Partnership?
Zendesk already runs all its services on AWS. Now, it plans to build more "secure customer service programs and chatbots" in its cloud.
The helpdesk provider hopes to create conversational experiences across channels and devices with these bots.
They will also support its objective to offer multi-channel, personalized support in Zendesk Sunshine Conversations, Amazon Connect, and AWS Contact Center Intelligence.
Finally, the vendors will work together to drive agent productivity through improved contact routing, self-service support, and AI-driven workflows.
Sharing more, Pascal Pettinicchio, VP of Alliances & Corporate Development at Zendesk, said:
By taking advantage of easy-to-use software powered by Zendesk AI and AWS, CX teams can free up time and resources to focus on what they do best — creating powerful customer interactions.
Also, the move may make more customer data available on the Zendesk platform, increasing the scope for its AI-powered tools, bots, and analytics.
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