Zendesk Named Among First in the AWS Partner Network to Bring Customer Service to Modern Cloud Contact Centers With Amazon Co...
March 28 2017 - 9:22AM
Business Wire
ENTERPRISE CONNECT – Zendesk, Inc. (NYSE:ZEN) today announced it
is among the first in the AWS Partner Network (APN) to support
Amazon Connect, the new cloud-based contact center service from
Amazon Web Services (AWS). The integration with Zendesk Support and
Amazon Connect will give Amazon Connect customers access to
Zendesk’s customer service software that lets businesses track,
prioritize, and solve customer support interactions to improve
their customer relationships.
Zendesk Support provides the tools and information customer
service agents need in one place to quickly and easily solve
customer support inquiries. Amazon Connect helps enterprises get
out of the business of managing on-premise call center
infrastructure and provide reliable phone support at any scale.
Integrated together, Zendesk customers will have access to Amazon
Connect’s call center capabilities, while Amazon Connect customers
will have the context and unique insights that Zendesk
provides.
“An Amazon Connect and Zendesk integration provides our many
shared customers with a seamless experience,” said Sam Boonin, vice
president of product strategy at Zendesk. “These companies are
placing customer relationships at the forefront of their business
and, in return, creating loyal customers.”
Businesses are increasingly migrating call center infrastructure
from on-premises to the cloud in order to achieve greater
efficiency and scale, and deliver more value for customers.
According to IDC1, the overall contact center market, which
includes on-premises and public cloud solutions, is forecasted to
reach U.S. $9.8 billion by 2020.
With over 35 CTI integrations in the Zendesk marketplace and
more than a decade of leadership in web-based customer service
applications, Zendesk brings its deep contact center expertise to
the Amazon Connect collaboration. As a result, businesses using
Amazon Connect and Zendesk will be well-equipped to deliver support
experiences that are tailored to the customer, and change
dynamically based on their past and current interactions. By adding
Amazon Connect and Talk Partner Edition agents to their account,
Zendesk customers will experience the benefits of integrated phone
support.
“The seamless integration of Zendesk Support with Amazon Connect
is designed to create a unified agent experience which can increase
agent efficiency and customer satisfaction,” said Pasquale DeMaio,
Principal Product Manager, Amazon Connect.
Amazon Connect integrated with Zendesk Support will be easy for
companies of any size to get up and running quickly without large
up-front investments in professional services, mitigating the need
for in-house technical expertise. Together, Zendesk and Amazon
Connect can serve and scale up to serve companies of all sizes For
pricing and plan information, please visit:
aws.amazon.com/connect.
About Zendesk
Zendesk builds software for better customer relationships. It
empowers organizations to improve customer engagement and better
understand their customers. More than 94,000 paid customer accounts
in over 150 countries and territories use Zendesk products. Based
in San Francisco, Zendesk has operations in the United States,
Europe, Asia, Australia, and South America. Learn more
at www.zendesk.com.
1 1 IDC "Worldwide CRM Applications Software Forecast,
2016–2020: Cloud-Based Applications Increase in Penetration Mix,"
Doc # US41645115, August 2016, by Mary Wardley
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