Zendesk Amazon Connect CTI Integration
Click to call, automatic ticket creation, and real time screen-pop built directly into your agents’ Zendesk workspace, on top of your existing Amazon Connect instance.
This integration connects your Amazon Connect contact center to Zendesk using a CTI (Computer Telephony Integration) adapter, so agents can handle calls without leaving their support desk. Technically, it runs on AWS Lambda functions and EventBridge event routing to sync call events with the Zendesk Contact Control Panel (CCP) embed in real time. In practice, this means when a customer calls, the agent sees a screen pop with that customer’s ticket history before they say hello and a new or updated ticket is logged automatically once the call ends.
Whether you’re running a high volume contact center or managing a growing support team, this CTI integration helps increase agent efficiency, reduce call handling time, and improve customer satisfaction.
Our Partners
How the Integration Works
- Amazon Connect CCP Embed: The Contact Control Panel is embedded directly inside the Zendesk agent interface, so agents never switch tabs to answer or place calls.
- AWS Lambda + EventBridge: Call events (ringing, connected, ended, transferred) are routed through EventBridge and processed by Lambda functions that create or update Zendesk tickets in real time.
- Screen-Pop Logic: Incoming caller ID is matched against existing Zendesk users/tickets before the call connects, so agent context is available immediately.
- Call Logging: Call metadata (timestamp, duration, disposition) is written back to the associated Zendesk ticket automatically for full interaction history.
Zendesk Amazon Connect Integration Can Boost Your Efficiency
Streamline your support operations and reduce resolution time by bringing all customer interactions into one place. Our Amazon Connect CTI adapter bridges Zendesk and Amazon Connect, offering a seamless agent experience (running ServiceNow instead of Zendesk? We have a dedicated integration for that too).
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Bring Voice and Support Tickets Together Seamlessly
Integrate your voice channels with Zendesk to create a unified view of every customer. With Zendesk CTI and Amazon CTI, agents no longer need to switch between tools to manage calls and support tickets.
Click-to-Call Inside Zendesk
Agents can initiate outbound calls directly from the Zendesk interface with one click, saving time and simplifying workflows.
Automatic Ticket Creation from Calls
Every incoming or outgoing call generates a Zendesk ticket automatically, so no interaction goes undocumented.
Customer Info Screen Pop-Ups
Use real-time screen pops to view customer details as the phone rings. Agents get instant context, improving the quality of conversations.
Live Call Logging and History
Track all calls with timestamps, durations, and recordings. Amazon Connect Zendesk integration ensures that your records are accurate and accessible.
Agent and Call Performance Metrics
Gain insights into team performance with metrics like call volume, resolution time, and customer satisfaction—right within Zendesk.
Deliver Better Support with Smart Telephony Integration
Leverage zendesk Amazon Connect CTI to create a more responsive and intelligent support experience. Our solution turns complex workflows into simple, automated actions that help your agents focus on what matters your customers.
Empower Your Support Team with a Unified Platform
Bring your entire support ecosystem into one place. With Zendesk Amazon Connect, your team handles voice, chat, and tickets from a single dashboard boosting efficiency and collaboration.
| Feature / Capability | Native Zendesk Talk | Off-the-shelf Marketplace Connector | Custom CTI by Maaz Technologies |
|---|---|---|---|
| Uses your existing Amazon Connect instance | No — separate telephony | Yes | Yes |
| Custom call routing / escalation logic | Limited | Limited to app settings | Fully configurable |
| Screen-pop matching logic | Basic | Fixed logic | Customized to your data model |
| Implementation approach | Self-serve | Self-serve install | Scoped, engineer-led setup |
| Best for | Small teams, no existing Connect instance | Standard workflows, fast setup | Teams with specific routing, compliance, or data requirements |
Implementation Process
- Discovery call Review your current Amazon Connect setup, Zendesk plan (Support/Talk/Suite), and required call flows.
- Scoped proposal Fixed-scope plan covering routing logic, screen-pop rules, and any custom fields or automations.
- Build & configure Lambda functions, EventBridge rules, and the CCP embed are built and connected to your Zendesk instance.
- Testing Inbound/outbound call testing, ticket creation verification, and agent walkthroughs.
- Go-live & handover Deployment plus documentation for your admin team.
Why Choose Us?
We specialize in building reliable, scalable integrations between Amazon Connect and Zendesk that align with your business goals.
Proven Experience in Amazon Connect and Zendesk
With deep expertise in both platforms, we ensure seamless integration that unlocks the full power of Amazon CTI within your Zendesk environment.
Custom Solutions to Match Your Workflow
Every business is unique. That’s why we offer tailored solutions, from custom call flows to advanced automation, built around your support processes.
Reliable Support Before and After Integration
From planning to deployment and beyond, our team is here to support you. We ensure your Zendesk Amazon Connect CTI integration runs smoothly every step of the way.
Ready to Connect Amazon Connect and Zendesk?
Book a discovery call to scope your integration no generic quote, just a plan based on your actual call flows and Zendesk setup.
[Book a Discovery Call] [Send Us Your Requirements]
