AWS and Salesforce
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As the #1 CRM and the most adopted Cloud Platform, Salesforce and AWS offer cloud services with strategic integrations based on a foundation of security and simplicity. With innovations in AI, voice, productivity, and cloud training, we are your fastest path from idea to impact.
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Amazon Connect and Salesforce
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Amazon Connect and Salesforce Expand Global Strategic Partnership
Salesforce Service Cloud seamlessly integrates with Amazon Connect, providing contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service. Through this expanded partnership, Salesforce has chosen Amazon Connect as its preferred contact center technology and will resell Amazon Connect as part of its new upcoming offering, Service Cloud Voice, making it easy for organizations to deliver better customer service at a lower cost.
Deliver Built-in CRM Data and AI-driven Insights for your Agents
Traditionally, contact center 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. Call resolution times and the customer 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 are unable to answer customer questions, 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, bringing together phone, digital channels, and CRM data into a single 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.
Get Started with Amazon Connect and Salesforce
Today, you can get started with the Amazon Connect CTI Adapter. The Amazon Connect CTI Adapter makes it easy to use your Amazon Connect contact center with Salesforce to deliver engaging service with lower cost at any scale. Amazon Connect has no upfront costs or long-term commitments, so you can set up your first contact center using the AWS Free Tier.
“With the seamless integration between Amazon Connect and Salesforce, we’re unleashing the power of technology to customize the agent experience through data. We’re improving productivity and allowing them to focus on customers, not their tools, to provide the best possible customer experience."
- Loren Lacy, Group Product Manager, Customer Success and Sales Technology, Intuit Inc.
"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. With the integrated Salesforce Service Cloud and Amazon Connect solution, we can handle millions of calls annually, delivering the personalized and frictionless service our customers expect.”
- Tracy Kelly, AVP Shared Services Contact Center, John Hancock
Additional Amazon Connect Resources
AWS and Salesforce Offerings
AWS and Salesforce share a strategic relationship, encompassing technical alignment and joint development. Many Salesforce products run on AWS. In addition, Salesforce customers can build on AWS to extend their Salesforce capabilities. Whether you are simply using Salesforce SaaS applications that run on AWS, or leveraging AWS to extend Salesforce capabilities, this collaboration provides a multitude of benefts.
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The collaboration of AWS and Salesforce gives you new and secure ways engage with your customers. Our shared pace of innovation will give you continual access to cutting edge, world-class solutions from industry leaders.