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News : Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership

#contactcenterworld, @amazon, @salesforce

San Francisco, CA, USA, Nov, 2019 -- Amazon Web Services, Inc. (AWS), an Amazon.com company (NASDAQ:AMZN), a global provider in infrastructure cloud computing and Salesforce (NYSE: CRM), a global provider in Customer Relationship Management (CRM), announced an expansion of their global strategic partnership.

Salesforce is introducing Service Cloud Voice, a new offering that 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 cloud contact center service from AWS that makes it easy for organizations to deliver better customer service. In addition, Salesforce and AWS are making AWS content available on Trailhead, Salesforce's 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.

"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."


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Content continues ….

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 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.

"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."

#contactcenterworld, @amazon, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://investor.salesforce.com


About Amazon:
Company LogoAmazon.com Inc (AMZN) is a leading global Internet company and one of the most trafficked Internet retail destinations worldwide. Amazon directly sells, or acts as a platform for the sale of, a very broad range of products, including books, music, videos, consumer electronics, clothing and household products. The majority of Amazon 19s sales are products sold by Amazon, with the remaining amount from third-party sellers. Through year-end 2006, Amazon had approximately 64 million active customers worldwide. In 2006, 55% of Amazon 19s revenue was generated in North America and 45% was generated by its International segment. Within North America, Media was 61% of total sales, Electronics & General Merchandise (EGM) was 34% of the total, and Other revenue was 4%. Within its International segment, Media was 72% of sales and EGM was 28% of sales. Amazon has direct operations in the United States, Canada, France, Germany, Japan, and the United Kingdom. Amazon was founded in 1994 and is headquartered in Seattle, Washington.
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About Salesforce:
Company LogoSalesforce.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.
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

Read today's tip or listen to it on podcast.

Published: Friday, November 22, 2019

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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