As AI agents take on more of the customer journey, voice remains a critical channel for customer service. Zendesk research shows voice still represents 40percent of contact center volume and is growing, while 75percent of contact center leaders say legacy technology prevents them from delivering a true omnichannel experience. In the agentic era, the phone line isn't going away — businesses increasingly need AI to handle it natively.

That gap between rising voice demand and aging infrastructure is pushing contact centers to rethink how they operate. Businesses are looking for more integrated, AI-first service models that connect voice with the same context and customer history as digital channels. Demand for AI-native voice is growing.

At Zendesk Relate, customers highlighted the value of a unified experience as they scale. “The value of a single interface has been huge for us, especially as we scale,” says Bridget O’Sullivan, HR Manager at Five Iron Golf.

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Tom Eggemeier, CEO of Zendesk says, "Voice can no longer live in an isolated operational silo. Our incredible contact center 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 center workforce."

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Zendesk Contact Center combines global telephony infrastructure from Amazon Connect with Zendesk’s AI capabilities to provide a unified desktop for omnichannel service. To simplify procurement, Zendesk also offers a bundled commercial solution with AWS, bringing enterprise telephony, platform minutes, and AI features into a single arrangement billed by Zendesk.

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Jonathan Barouch, GM of Zendesk Contact Center says, "The future of service belongs to the unencumbered. 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."