Zendesk Sees Rising Demand for AI Voice Platforms

Voice continues to play a significant role in customer service, representing 40% of contact centre volume and still growing, according to Zendesk research.

At the same time, 75% of contact centre leaders say legacy systems are preventing them from delivering a true omnichannel experience.

This gap between demand and infrastructure is driving interest in more integrated, AI-enabled service models where voice is connected to the same customer context as digital channels.

One year after Zendesk acquired Local Measure and introduced a native voice solution within the Zendesk Resolution Platform, Zendesk Contact Center has reported growth across multiple segments. In the past 12 months, it has:

• secured over 100 contact centre opportunities across regions
• achieved competitive wins against established legacy providers
• scaled into larger enterprise deployments, including a 4,000-seat implementation
• closed seven-figure annual recurring revenue (ARR) agreements and gained support for HIPAA-enabled accounts.

At Zendesk Relate, customers pointed to the benefits of consolidation. “The value of a single interface has been huge for us, especially as we scale,” said Bridget O’Sullivan, HR Manager at Five Iron Golf.

Leadership at Zendesk highlighted the shift toward unified, AI-led service models. “Voice can no longer live in an isolated operational silo,” said Tom Eggemeier, CEO of Zendesk.

“Our incredible contact centre momentum over the past year proves that businesses want voice natively woven into a single, AI-first resolution platform.

By eliminating the friction of disconnected tools, we are giving organizations the exact foundation they need to run a modern, autonomous contact centre workforce.”

Zendesk Contact Center combines Amazon Connect telephony infrastructure with Zendesk’s AI capabilities to deliver a unified omnichannel desktop. It is also offered with a bundled commercial arrangement alongside AWS to simplify procurement.

“The future of service belongs to the unencumbered,” said Jonathan Barouch, GM of Zendesk Contact Center.

“By harmonizing deployment, support, and cutting-edge AI under one roof, we’ve removed the invisible boundaries that have held contact centers back for decades. This isn’t just a milestone year for Zendesk – it’s a defining moment for where the industry goes next.”

Author: Hannah Swankie

Reviewed by: Robyn Coppell