TTEC Holdings, which provides CX technology and services, expanded on its strategic partnership with Zendesk, which offers an agentic AI-powered service. This deal builds on a previous agreement, theoretically unlocking broader capabilities across the Zendesk platform to scale CRM and workflow optimization.
“This expanded partnership enables TTEC to tap into the full spectrum of Zendesk capabilities for existing and new clients. Additionally, it opens up exciting opportunities to broaden our reach together with joint go-to-market strategies and solution development,” said Chris Brown, chief of staff for the office of chairman and CEO with TTEC. “As the CX landscape becomes increasingly AI-driven, we have the deep technical expertise and the operational knowledge to create value for clients of all sizes and across multiple industries. We’re excited about this expanded partnership and look forward to bringing end-to-end digital transformation capabilities to the market together.”
With this renewed collaboration, TTEC will:
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Serve as a full-stack delivery and implementation partner across the Zendesk platform.
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Bring Amazon Connect integration to Zendesk implementations, unifying voice and customer data to update the omnichannel experience.
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Harness Zendesk’s AI and workflow capabilities alongside its own CX transformation expertise to enhance automation, agent augmentation and operational efficiency for clients.
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Build verticalized solutions for healthcare, banking, financial services and the public sector that leverage its proprietary software, built on the Zendesk platform to meet industry-specific need.
“Our partnership brings together the best of all worlds — Zendesk’s advanced voice, AI and customer experience technology,” said Zendesk’s Carrie Francey, SVP of partner sales. “Together, we’re enabling organizations to deliver smarter, faster and more connected customer experiences at scale. It’s a collaboration that not only drives innovation but also simplifies digital transformation for our customers.”
