Smart.Zendesk.Connect IQ

Smart.Zendesk.Connect IQ is a cutting-edge managed service that combines the power of Zendesk's customer service tools with Amazon Connect and other AWS services to deliver an intelligent, omnichannel customer support solution. By leveraging artificial intelligence (AI) and machine learning (ML) capabilities, Smart.Zendesk.Connect IQ empowers organizations to provide superior customer experiences while optimizing operational efficiency and cost-effectiveness.

Go-to-Solution

Smart.Zendesk.Connect IQ—the AI-powered solution that integrates Zendesk, Amazon Connect, and AWS. With intelligent routing, 24/7 chatbots, real-time insights, and predictive analytics, you'll deliver unparalleled experiences, boost agent productivity, and drive business growth. Built on a secure, scalable, and cost-effective architecture, Smart.Zendesk.Connect IQ is the future of customer service. Embrace the power of AI and leave your competition behind.

What we offer ?

Smart.Zendesk.Connect IQ is an AI-powered customer support solution that integrates Zendesk's customer service tools with Amazon Connect and AWS AI services to deliver intelligent, omnichannel customer experiences.

For Who ?

The service is designed for businesses of all sizes across various industries that seek to improve customer satisfaction, increase agent productivity, and drive growth through superior customer support.

In Smart.Zendesk.Connect IQ, Zendesk and Amazon Connect are seamlessly integrated to create a powerful, AI-driven customer support solution.

How do we Leverage AWS ?

Zendesk

Zendesk Support for efficient ticketing and issue resolution
Zendesk Guide for self-service knowledge base
Zendesk Chat for real-time communication
Zendesk Explore for comprehensive analytics and reporting
Zendesk Advanced AI for better customer and employee interaction

Amazon Connect

Omnichannel support for voice and chat
Intelligent routing for directing inquiries to the most suitable agents
Amazon Connect Contact Lens for real-time insights and sentiment analysis
Amazon Lex for sophisticated chatbots and 24/7 support
Scalability and cost-effectiveness through pay-as-you-go pricing

Operational and Financial Benefits

By leveraging Smart.Zendesk.Connect IQ, businesses can achieve significant financial and operational benefits, including reduced costs, increased efficiency, improved customer satisfaction, and better decision-making. The AI-powered solution helps businesses optimize their support operations, drive growth, and stay competitive in today's customer-centric market.

Financial Benefits

Reduced infrastructure costs: The serverless architecture and pay-as-you-go pricing model of AWS services minimize upfront investments and ongoing maintenance expenses.
Increased cost efficiency: Intelligent automation and self-service options, such as chatbots and knowledge bases, reduce the need for human intervention, lowering labor costs.
Improved agent productivity: AI-powered tools and insights help agents resolve issues faster, leading to reduced cost per interaction and increased revenue through better customer retention.
Scalability without additional costs: The solution can easily scale up or down based on demand, ensuring that businesses only pay for the resources they use, optimizing costs during peak and off-peak periods.
Reduced customer churn: By providing exceptional customer experiences, businesses can improve customer loyalty and reduce churn, leading to increased lifetime value and revenue.

Operational Benefits

Enhanced customer satisfaction: Intelligent routing, real-time insights, and 24/7 support ensure that customers receive prompt and effective assistance, leading to higher satisfaction levels.
Increased agent efficiency: AI-powered tools and automation streamline workflows, allowing agents to handle more interactions in less time while maintaining high-quality service.
Improved first contact resolution: Intelligent routing and real-time assistance help agents resolve issues during the first interaction, reducing the need for follow-ups and improving customer satisfaction.
Better data-driven decision-making: Comprehensive analytics and reporting provide valuable insights into customer behavior, agent performance, and support trends, enabling informed decision-making and optimization.
Seamless omnichannel support: The integration of voice, chat, and other channels allows businesses to provide a consistent and seamless experience across all customer touchpoints.

Zendesk + Amazon Connect Architecture

The Amazon Connect app for Zendesk combines Amazon Connect’s highly scalable, pay-as-you-go, advanced contact center capabilities with Zendesk’s sophisticated ticketing and customer support system. The app also provides customers with access to the entire suite of artificial intelligence (AI) and machine learning (ML) services from Amazon Web Services (AWS).

The Amazon Connect app for Zendesk is an integration authored by VoiceFoundry and published in the Zendesk Marketplace. There are two sides to the application: the application in your Zendesk account, and the deployment in your AWS account.The figure below gives a simplified overview of the application.

Zendesk Support interface with CCP in an iframe

Agent working hours and routing is controlled in Amazon Connect, and customer data is maintained in Zendesk. The two work together seamlessly to create a unified interface for the agent to support customers.

The app starts a ticket automatically once the agent and customer connect

The CCP and Zendesk interfaces update once a call with a customer is connected. The app automatically starts a new ticket, adds call data to the ticket, and presents the agent with a button in the top left to instantly view contact information and ticket history for the caller.

Amazon Connect side panel currently showing real-time transcription of the call.

After the call ends, the app loads all of the Amazon Transcribe and Amazon Comprehend data into a Zendesk ticket, with download links for these analyses and the call audio file. Any notes the agent typed in the CCP during the call are also added to the ticket automatically.

AWS Cloud Adoption Framework

By integrating Smart.Zendesk.Connect IQ with the AWS Cloud Adoption Framework, businesses can realize significant benefits across multiple perspectives, from aligning support strategies with business objectives to enhancing security and compliance. The combination of AI-powered capabilities, scalable infrastructure, and comprehensive governance framework enables businesses to deliver exceptional customer experiences while optimizing operations and driving growth

Business Perspective

Alignment with business objectives: Smart.Zendesk.Connect IQ helps align customer support strategies with overall business goals, ensuring that support operations contribute to the success of the organization.
Improved customer satisfaction and loyalty: By delivering exceptional customer experiences, businesses can increase customer satisfaction, foster loyalty, and improve customer retention.
Competitive advantage: The AI-powered solution enables businesses to differentiate themselves from competitors by providing superior customer support and personalized experiences.
Increased revenue and growth: Better customer experiences and loyalty lead to increased sales, cross-selling opportunities, and business growth.

People Perspective

Empowered agents: Smart.Zendesk.Connect IQ provides agents with AI-powered tools and insights, enabling them to work more efficiently and effectively, leading to increased job satisfaction and reduced turnover.
Enhanced skills and expertise: The solution's AI capabilities help agents develop new skills and expertise, allowing them to handle a wider range of customer inquiries and improve their performance.
Collaborative work environment: The integrated platform fosters collaboration among support teams, enabling agents to share knowledge, insights, and best practices.
Data-driven culture: The comprehensive analytics and reporting features help create a data-driven culture, encouraging agents and managers to make informed decisions based on customer insights.

Governance Perspective

Defined roles and responsibilities: Integrating Smart.Zendesk.Connect IQ with the AWS Cloud Adoption Framework helps establish clear roles and responsibilities for managing and governing the solution.
Compliance and security: The solution leverages AWS's robust security features and compliance certifications, ensuring that customer data is protected and regulatory requirements are met.
Standardized processes and policies: The integration promotes the development of standardized processes and policies for customer support operations, ensuring consistency and efficiency across the organization.
Better risk management: The AWS Cloud Adoption Framework provides guidance on identifying and mitigating risks associated with cloud adoption, helping businesses ensure a smooth and secure transition.

Platform Perspective

Scalability and flexibility: Smart.Zendesk.Connect IQ's serverless architecture and AWS's scalable infrastructure enable businesses to easily adapt to changing customer demands and scale their support operations as needed.
Reliable and secure infrastructure: AWS's highly reliable and secure cloud platform ensures that the solution remains available and protected, minimizing downtime and data breaches.
Integration with other AWS services: The solution can easily integrate with other AWS services, such as Amazon S3, AWS Lambda, and Amazon DynamoDB, enabling businesses to extend functionality and create custom workflows.
Continuous innovation: AWS's ongoing investment in AI and machine learning allows Smart.Zendesk.Connect IQ to continuously evolve and incorporate new capabilities, keeping businesses at the forefront of innovation.

Security Perspective

Robust data protection: AWS's advanced security features, such as encryption, access control, and network isolation, ensure that customer data remains secure and protected.
Compliance with regulations: Smart.Zendesk.Connect IQ leverages AWS's compliance certifications, such as GDPR, HIPAA, and PCI DSS, helping businesses meet regulatory requirements and industry standards.
Regular security updates and patches: AWS's shared responsibility model ensures that the underlying infrastructure remains secure, with regular updates and patches applied to address emerging threats.
Comprehensive monitoring and logging: AWS's monitoring and logging capabilities provide visibility into security events, enabling businesses to detect and respond to potential threats quickly.

Operation Perspective

Automated operations: Smart.Zendesk.Connect IQ's AI-powered automation capabilities streamline support operations, reducing manual effort and improving efficiency.
Proactive monitoring and maintenance: AWS's monitoring tools and services help businesses proactively identify and address performance issues, ensuring optimal system performance and availability.
Simplified management and administration: The AWS Management Console provides a centralized platform for managing and administering the solution, simplifying operations and reducing administrative overhead.
Continuous optimization: The analytics and reporting features of Smart.Zendesk.Connect IQ help businesses continuously monitor and optimize their support operations, identifying areas for improvement and implementing data-driven enhancements.