Amazon Web Services (AWS) and Salesforce 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 organisations 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.
“Salesforce’s growing partnership with AWS is fueled by a shared commitment to customer success,” said Salesforce president and chief product officer Bret Taylor.
“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.”
Also commenting on the news, AWS vice president Ariel Kelman said the partnership will help businesses achieve their outcomes.
“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 Kelman.
“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.”