Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership
Integrating Amazon Connect with Service Cloud Voice
Traditionally service agents have had to rely upon information from multiple sources to address customer needs, making it hard to track customer assets, orders, support history, and more, in one place for a complete view of their activity. Call resolution times and a customer's experience can suffer when agents take customer service calls, while manually keeping a record of the conversation and simultaneously looking for ways to address the customer's inquiry. As a result of these distractions, calls can go unresolved because agents can't answer the customer's question, resulting in dissatisfaction, follow up calls, and escalations. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. Now, when a phone call is routed to a service agent, it appears directly within the agent's workspace — the command center for managing customer data and interaction histories, as well as delivering service across channels including email, chat, messaging and phone.
Amazon Connect is also providing powerful AI-powered speech analytics, using Amazon Transcribe, Amazon Translate, and Amazon Comprehend, to surface sentiment analysis, speech to text transcription, and translation into preferred languages, directly to agents through Service Cloud Voice. Salesforce Einstein uses information from these real-time transcripts to give the agent recommended answers, contextual knowledge articles, and next best actions for the customer, all within the Service Cloud console. This eliminates time-consuming data entry and frees up the agent to focus on solving the customer's problem. In addition, organizations can use these transcriptions to identify common themes in their contact center, extract learnings to better train and equip their agents, and archive for compliance purposes. The combination of Service Cloud Voice and the Amazon Connect solution reduces call resolution times, and enables service organizations to streamline operations while providing superior customer service.
"At John Hancock we are focused on making decisions easier and lives better for our customers, and part of how we achieve this mission is through our interactions with them in the contact center," said
Skilling up the Workforce of Tomorrow
As part of this next phase of their partnership, AWS and Salesforce are addressing the growing technology skills gap by empowering anyone to skill up for the future. With AWS Cloud Practitioner Essentials content available on Trailhead, learners have pathways into the professions that both AWS and Salesforce have created – two of the most in demand professional roles in the IT market today.
Participation in the Voice Interoperability Initiative
In September, Salesforce joined
"Salesforce's growing partnership with AWS is fueled by a shared commitment to customer success," said
"For years AWS and Salesforce have had a deep relationship, and we share a commitment to integrate our services to provide customers with industry leading, enhanced solutions," said
Dreamforce is the world's largest software conference with more than 171,000 registered attendees and 13 million online viewers. Bringing together thought leaders, industry pioneers, and Trailblazers, Dreamforce is the ultimate expression of Salesforce's values of trust, customer success, innovation and equality. With more than 2,700+ sessions, Trailblazers in every role and industry will learn how to achieve a 360-degree view of their customers and get hands-on with Salesforce's latest product innovations including AI, voice, integration and online learning. To learn more, please visit: www.salesforce.com/dreamforce.
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Amazonand Salesforce partnership: http://salesforce.com/aws
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- Follow @awscloud on Twitter: https://twitter.com/awscloud
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice and blockchain—to create a 360-degree view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
About Amazon Web Services
For 13 years, Amazon Web Services has been the world's most comprehensive and broadly adopted cloud platform. AWS offers over 165 fully featured services for compute, storage, databases, networking, analytics, robotics, machine learning and artificial intelligence (AI),
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