Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at zendesk.com/pricing.
Deploy the latest generation of proactive, anticipatory customer service with the newly enhanced integration between Amazon Connect and Zendesk Support. This integration enables businesses to leverage sophisticated AI and machine learning services from AWS to improve contact center agent efficiency while reducing the time end-customers spend interacting with customer service.
Embed Amazon Connect's web-based softphone on the top bar of a Zendesk Support instance to enable:
Link customers to a Zendesk Support user profile based on
Automatically create a new ticket for each interaction, or allow an agent to manually create a new ticket or attach the interaction to an existing ticket.
Attach the following to a Zendesk Support ticket
Pause and resume a call recording.
Enable media-less mode. This means that the embedded CCP instance will not carry any media, allowing your Zendesk Support instance to run in VDI environments, as well as reloading your Zendesk instance without interrupting a live interaction.
Amazon Connect VoiceID.
An integrated solution from Zendesk and Amazon Connect combines advanced contact center capabilities with a sophisticated ticketing system, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. Contact centers have a centralized platform for all customer communication to boost agent productivity, maintain full visibility into support operations, and enable seamless customer communication across channels. Check out the latest release notes here.
Allow agents to handle interactions from a single support platform by embedding a web-based softphone directly into Zendesk Support. Enabling customer data from Zendesk to provide to greet customers, find recent tickets and provide more personalized support.
Link interactions to existing Zendesk Support end-user profiles based on the customers configured identifier. Zendesk automatically turns interaction into tickets with information on the inbound interaction for easy record keeping and issue resolution. At the end of a interaction, the ticket is updated with additional details, including interaction transcript or recording and optional speech analysis using Amazon Contact Lens.
Find out more about Amazon Connect here.
Apps install directly into your account
This is a solid integration between Zendesk and Amazon Connect. The team behind this is employing the newest Zendesk technologies in close collaboration with Zendesk, who is funding the continuous development. We have engaged the integration product team on several occasions and they are very responsive.
Thanks Morten for your feedback! Zendesk, AWS and TTEC Digital are working closely to bring some great (long awaited) features in the next 6 months! I will reach out to you directly and provide you some insights!
An incredible connection with aws connect allowing our agents to never leave zendesk.
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