Call Recording Featured Article

Amazon certainly has a way with augmenting its market presence, as the new frontier this week is the contact center. Amazon Connect is Amazon’s cloud-based contact center service from AWS, and today named its newest member of the AWS Partner Network set to support the release, Zendesk, Inc.

The integration of Zendesk Support and Amazon Connect gives Amazon Connect customers the ability to utilize Zendesk’s customer support software. The tools provided offer a means to prioritize, track and resolve customer queries and improve the overall customer experience.

“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.”

Another result of the integration is the empowerment of Zendesk users, who now gain access to Amazon Connect’s call center capabilities, coupled with the insight and context Zendesk customer support software provides.

“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.

The newly announced integration is a sign of the times, capturing two key trends in technology. First, the cloud is no passing fad, and over time this burgeoning technology arena has squelched insecurity while providing performance, scalability and cut downs on cost. At the same time, industry as a whole is seeing a slew of integrations, aiming to create robust solutions capable of serving as a firm’s ‘all-in-one’ application.

Bob Dylan once regaled on how the, “The Times They Are A Changin',” and these words couldn’t be more true today. Cloud-based solutions are speeding implementation, stripping cost and showing off when it comes to performance.

Is your customer support coming from the cloud?