Zendesk Contact Center

Zendesk’s AI-powered, enterprise-grade contact center

Built on the Zendesk Resolution Platform, it unifies core contact center capabilities and scalable voice with Zendesk’s digital and self-service channels. Agents have a single workspace where AI, agents, and service workflows work together to deliver faster, smarter resolutions on every channel.

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Zendesk’s AI-powered, enterprise-grade contact center
Zendesk Contact Center
Contact Center

What is Zendesk Contact Center?

It unifies core contact center capabilities and scalable voice with Zendesk’s digital and self-service channels — in a single hub where AI, agents, and service workflows work together.

Zendesk Ticketing

Zendesk’s ticketing system as the backbone of the whole service operation.

Knowledge Management

A knowledge base that feeds agents and AI with consistent answers.

Agent Workspace

A single space where agents handle voice and digital channels side by side.

Customer Context

Customer history and data available on every interaction.

Digital Engagements

Digital and messaging channels unified into the same service flow.

Voice AI Agents

AI voice agents that hold natural conversations through to resolution.

Voice Copilot

Real-time assistance for agents during the call, with suggestions and automation.

Voice QA

Automated quality scoring across 100% of calls.

Highlights

Advantages that make a difference

One platform. Zero middleware.

Design a contact center on day one, that blends essential real-time capabilities with our AI-powered resolution platform.

AI that’s built-in. Not bolted-on.

Embed Zendesk AI in every step of the customer journey — supporting what matters when it matters, with full context across all channels.

Built for resolution. Not complexity.

Deploy a contact center that’s built for global scale and flexibility, while keeping operations simple and cost-effective.

Unified agent workspace

A single workspace where AI, agents, and workflows work together

Zendesk Contact Center agents engage with live calls out of the same workspace they are familiar with — bringing enterprise voice and intelligent routing to the Resolution Platform, along with its innovative agent tools.

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A single workspace where AI, agents, and workflows work together
Faster resolutions, all on one platform
Zendesk Contact Center features

Faster resolutions, all on one platform

With secure, scalable voice built on AWS’ enterprise-grade infrastructure, Zendesk Contact Center brings all of the essentials directly to the Resolution Platform for greater simplicity — even at a global scale.

Design AI agents that hold human-like conversations, speaking naturally and guiding customers to faster resolutions. Easily create agentic voice AI agents within Zendesk using tailored instructions, powered by knowledge & context.

With AI-powered scoring, custom insights, real-time performance metrics, and predictive forecasting, Zendesk Contact Center pinpoints knowledge gaps, trends, coaching opportunities, and service risks — turning every call into a blueprint for better customer service.

Zendesk Contact Center agents engage with live calls out of the same workspace they are familiar with — bringing enterprise voice and intelligent routing to the Resolution Platform, along with its innovative agent tools.

Help agents deliver faster answers with real-time suggestions from your knowledge base, automate after call work with GenAI Summaries and Intelligent Triage, and embed custom workflow applications with our no-code App Builder.

Recognizing Successful Work

Our cases

AdobeTechnology / Software

How Adobe's retention and sales flow became a global reference

In 3 months of operation, BCR.CX beat historical retention and sales records — and the model was rolled out globally within Adobe.

3 monthsto beat historical retention and sales records
ZendeskAmazon ConnectConciex
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Adobe case hexagon
VolvoAutomotive industry

How Volvo Trucks centralized a new sales channel on Zendesk

Truck drivers, dealers and internal sales teams in a single operation — targeting a 40x greater result and expansion into new countries.

40xprojected result, expanding the model to new countries
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Volvo case hexagon
PandoraRetail / Beauty and accessories

How Pandora kept customer satisfaction high at Black Friday's peak

BCR.CX took over Pandora's customer service during the Black Friday sales surge and unified voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into one experience.

Black Fridaywith customer satisfaction held at peak demand
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Pandora case hexagon
BauduccoRetail · Food

The impact of Artificial Intelligence on customer service

In 2025, AI transformed Bauducco’s support: more automation, faster resolution and high satisfaction even during the December peak.

<17%Reduction in AHT, with half of WhatsApp conversations automated
ConciexZendesk AI Agent
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Bauducco case hexagon
MotivaMobility · Concessions

Highway and rail customer service scaled with AI

We scaled operations with high daily conversation volume using AI chatbots with their own identity per operation, continuously evolving flows, knowledge base and automations.

~80%Of volume concentrated in the main flows
Zendesk AI AgentConciexZendesk SuiteCopilot
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Motiva case hexagon
DassRetail · Footwear & Sports

After-sales for three brands scaled with AI bots

We scaled after-sales for three brands with a high volume of transactional queries, using AI bots integrated with VTEX, each with its own identity and able to run end-to-end processes.

67%Of resolutions automated, with no handoff to humans
ConciexZendesk AI AgentsAmazon ConnectApp VTEX
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Dass case hexagon
AsaasFintech

Less AHT, without giving up experience

We reduced average handling time by centralizing context, replies, tasks and internal systems on a single screen to speed up service.

96%Agent approval of Copilot Auto Assist
Amazon ConnectZendeskConciex
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Asaas case hexagon
VulcabrasRetail · Footwear & Sports

AI in Vulcabras’s omnichannel service

Group brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.

+53,5%CSAT for the year: from 44.9% to 68.98%, a gain sustained for months
ConciexZendesk AI Agent
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Vulcabras case hexagon
HavaianasRetail · Footwear

A successful solution with Zendesk

AI chatbot, real-time order tracking and human support in a unified channel for Havaianas’s e-commerce.

+30kConversations handled since go-live (Feb/2026)
Zendesk AI Agent
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Havaianas case hexagon
CantuIndustry · Tires

Service agility that strengthens the brand

Agile service and fast resolution of demands reduced friction and strengthened customer trust in Cantu.

77,57NPS
Zendesk AI Agent
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Cantu case hexagon
DecathlonHR · Sports retail

The HR operation redesigned from scratch

By implementing Zendesk in partnership with BCR.CX, we scaled employee support with more quality and agility.

From scratchHR operation redesigned to be more scalable and human for employees
Zendesk Employee Services
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Decathlon case hexagon
FAQ

Frequently asked questions

Zendesk’s AI-powered, enterprise-grade contact center solution that’s built on the Zendesk Resolution Platform. It unifies core contact center capabilities and scalable voice with Zendesk’s digital and self-service channels.

AWS’ enterprise-grade infrastructure, ensuring secure, scalable voice even at a global scale.

No. Agents engage with live calls out of the same workspace they are familiar with, with intelligent routing and the Resolution Platform’s agent tools.

Yes. You can easily create agentic voice AI agents within Zendesk using tailored instructions, powered by knowledge and context to hold natural conversations through to resolution.

As a Zendesk partner, BCR.CX leads the contact center design, the integration with your current channels and flows, and the end-to-end AI rollout.

Zendesk Contact Center

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