News : Salesforce and Amazon Web Services (AWS) Expand Global Strategic Partnership
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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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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Personalization
More Editorial From amazon.com
Amazon.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.
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.
Published: Friday, November 22, 2019
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