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#contactcenterworld, @salesforce, @awscloud
Dubai, UAE, July 22, 2020 -- Salesforce has unveiled the general availability of Service Cloud Voice, and is partnering with AWS to offer Amazon Connect for pre-integrated, out-of-the box telephony. This will help companies digitise their call centres fast and provide flexible phone support from the home or office.
"The contact centre itself had to change because most organisations need employees to be physically distanced, but at the same time they need their agents to be available anytime, anywhere for customers to answer their questions," said Bill Patterson, Executive Vice President and General Manager of CRM Applications at Salesforce. "Service Cloud Voice is the next evolution of the cloud contact centre because it brings together everything you need as an agent in one place — different channels, customer information in the CRM, knowledge sources, and telephony service."
This influx of service requests places increased pressure on service agents as they help customers navigate the uncertainty of Covid-19. It has also forced the call centres themselves to undergo rapid change, shifting to a remote work model overnight and turning to new digital tools to handle this heightened demand.
"With Amazon Connect you can scale your contact centre up or down to any size, onboarding tens of thousands of agents in response to normal business cycles or unplanned events," said Pasquale DeMaio, General Manager of Amazon Connect at AWS. "AI and other technologies including the integration of Service Cloud and Amazon Connect make service more personal. It cuts wait times and allows agents to spend more time with customers, focus on empathy, and solve complex problems."
#contactcenterworld, @salesforce, @awscloud
Posted by Veronica Silva Cusi, news correspondent
Source: http://www.tradearabia.com
About Salesforce:
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Published: Thursday, July 23, 2020
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