Contact center
The future of service belongs to self-improving AI
We’re at a watershed moment in service, one where systems of record give way to intelligent…
Latest stories
Article
1 min read
The unified foundation: Preparing your contact center for agentic AI
It starts with the best of intentions. Your Workforce Management (WFM) team needs a more robust…
Article
5 min read
Ditch the IVR: How Voice AI turns frustration into resolution
The era of rigid, impersonal phone menus is over. For decades, the Interactive Voice Response (IVR)…
Article
3 min read
The contact center’s next chapter is agentic
The ‘cost center’ label has been the limiting narrative for CX leaders for decades. For years,…
Article
2 min read
Becoming a "Service Architect": The evolution of the human agent
A narrative that has long hung over the heads of contact center leaders is that of…
Article
4 min read
Zendesk named a Leader in the IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment
In a rapidly evolving CX landscape, AI-enabled workforce engagement is becoming a critical differentiator – and…
Article
5 min read
How cloud contact centers are powering the future of voice AI
No customer should have to navigate a complex phone tree, only to be forced to connect…
Article
5 min read
Advancing the Resolution Platform to set a new standard for service
Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…
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