Salesforce to leverage Amazon Connect as part of Salesforce Service Cloud Voice Service

Amazon Web Services(AWS) and Salesforce are now expanding their partnership to deliver enhanced customer experience.

As a part of its service cloud offering, Salesforce will use the Amazon Connect, which is an AWS offering for call centers.

The new solution will help to call center employees by offering them with the new tools to better understand what their customers want.

Service agents usually rely on the information from the multiple sources to address the customer needs, which makes it hard for them to track the customer assets, order, and some other details. With this expansion, the agents will have access to all the customer data in just one place.

Executive Opinion

President and Chief Product Officer, Salesforce, Bret Taylor, said, "Salesforce's growing partnership with AWS is fueled by a shared commitment to customer success. 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."

Vice President, AWS, Ariel Kelman, said, "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. 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."

More on Salesforce and AWS collaborations

Both the AWS and Salesforce had worked out with some other deals before, like the $400 million cloud infrastructure deal that they signed in the year 2016.

Salesforce is taking a multi-cloud approach. Previously last week, it revealed that it is moving its marketing cloud to Microsoft Azure.

The company has also done agreements with the Alibaba Cloud as well as with Google.