Zendesk Signs Strategic Collaboration Agreement with AWS

Zendesk has entered into a five-year strategic collaboration agreement with Amazon Web Services (AWS ) to assist companies in providing customized customer experiences on a large scale.

“Zendesk research found that 61% of customers are excited by the prospect of immersive experiences, and 80% of businesses plan to increase their CX budgets in 2023. 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. Zendesk’s platform delivers high-level performance to provide enhanced customer experiences — we knew that, by collaborating with AWS, we could meet customers’ demands,” said Pascal Pettinicchio, Vice President, Alliances & Corporate Development, Zendesk.

This partnership intends to help companies offer personalized customer experiences quickly and efficiently across all communication channels, using AI-powered tools, bots, and analytics on a flexible and adaptable service. Zendesk and AWS aim to assist businesses in remaining competitive, retaining customer loyalty, and adjusting to fast-changing market conditions.

“Zendesk has been both a member of the AWS Partner Network and a customer for many years, leveraging our cloud services to create innovative customer and employee experience solutions for customers. This strategic collaboration agreement with Zendesk allows companies to personalize experiences using data, taking customer experiences to the next level and helping businesses automate and scale their customer service operations on the cloud,” said Ruba Borno, Vice President, Worldwide Channels and Alliances at AWS.

Zendesk Suite's latest customer service innovations are now available on AWS and AWS Marketplace through the SCA.

Key benefits   

With this partnership, businesses can build secure, high-quality customer service programs and chatbots using a dependable cloud infrastructure that can adapt to their needs. This allows them to offer consistent conversational experiences across multiple channels and devices while providing support via Zendesk Sunshine Conversations, Amazon Connect, and AWS Contact Center Intelligence.

Additionally, embedded chatbots allow companies to personalize interactions and resolve customer issues quickly. By leveraging AI to analyze customer emotions, businesses can also take appropriate actions to improve customer retention.

The AI-based tools and workflows help agents increase productivity by offering self-service options, time-saving routing, and quick response and resolution of issues.

Elsewhere, Zendesk has recently introduced proactive messages with the intent to assist brands in connecting with customers through modern messaging channels in a more meaningful, timely, and contextually relevant manner.