SAN FRANCISCO, Nov. 19, 2019 /PRNewswire/ -- DREAMFORCE
2019 -- Amazon Web Services, Inc. (AWS), an Amazon.com
company (NASDAQ:AMZN), the global leader in infrastructure cloud
computing and Salesforce (NYSE: CRM), the global leader in Customer
Relationship Management (CRM), today announced an expansion of
their global strategic partnership. Salesforce is introducing
Service Cloud Voice, a new offering that seamlessly integrates
Amazon Connect, to provide contact center agents with a complete
set of tools in their agent workspace to deliver enhanced customer
service support. Salesforce already relies on AWS as its primary
public cloud provider, and through this partnership, Salesforce has
chosen Amazon Connect as its preferred contact center technology.
As part of its Service Cloud Voice offering, Salesforce will now
offer Amazon Connect, a simple to use cloud contact center service
from AWS that makes it easy for organizations to deliver better
customer service at a lower cost. In addition, Salesforce and AWS
are making AWS content available on Trailhead, Salesforce's free
online learning platform, to train anyone to become proficient in
the cloud. Finally, Salesforce is exploring ways to make Einstein
Voice Skills — a declarative platform tool — compatible with Amazon
Alexa, among other voice assistants and devices.
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 Tracy Kelly, AVP
Shared Services Contact Center, John
Hancock. "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."
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 Amazon and
leading technology companies to announce the Voice
Interoperability Initiative, a new program to ensure voice-enabled
products provide customers with choice and flexibility through
multiple, interoperable voice services. As part of this commitment,
Salesforce is exploring ways to integrate Einstein Voice
Skills — a new feature that empowers admins and developers to
build custom, voice-powered Salesforce apps — with Amazon Alexa,
among other voice assistants and devices in the future.
Executive Quotes
"Salesforce's growing partnership
with AWS is fueled by a shared commitment to customer success,"
said Bret Taylor, President and
Chief Product Officer, Salesforce. "Together, we're making it
easier for companies to deploy powerful AI and voice technologies
to deliver smarter and faster customer service experiences. And
with AWS content now on Trailhead, we are creating a path for
everyone to skill up for the jobs of today and tomorrow."
"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
Ariel Kelman, Vice President, AWS.
"We are delighted that Salesforce has chosen Amazon Connect as its
preferred contact center technology and by bringing AWS content
onto Trailhead, we are continuing to enable businesses to leverage
the full power of both platforms to provide world-class customer
service."
Dreamforce Overview
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.
Additional Resources
- Learn more about the Amazon and Salesforce partnership:
http://salesforce.com/aws
- Like Salesforce on Facebook:
http://www.facebook.com/salesforce
- Follow @salesforce on Twitter:
https://twitter.com/salesforce
- Follow AWS on Facebook:
https://www.facebook.com/amazonwebservices/
- Follow @awscloud on Twitter: https://twitter.com/awscloud
About Salesforce
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), Internet of Things (IoT), mobile, security,
hybrid, virtual and augmented reality (VR and AR), media, and
application development, deployment, and management from 69
Availability Zones (AZs) within 22 geographic regions, with
announced plans for 13 more Availability Zones and four more AWS
Regions in Indonesia, Italy, South
Africa, and Spain. Millions
of customers—including the fastest-growing startups, largest
enterprises, and leading government agencies—trust AWS to power
their infrastructure, become more agile, and lower costs. To learn
more about AWS, visit aws.amazon.com.
About Amazon
Amazon is guided by four principles:
customer obsession rather than competitor focus, passion for
invention, commitment to operational excellence, and long-term
thinking. Customer reviews, 1-Click shopping, personalized
recommendations, Prime, Fulfillment by Amazon, AWS, Kindle Direct
Publishing, Kindle, Fire tablets, Fire TV, Amazon Echo, and Alexa
are some of the products and services pioneered by Amazon. For more
information, visit amazon.com/about and follow @AmazonNews.
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SOURCE Salesforce