Photo: Reuters
Photo: Reuters

Amazon and Salesforce Expand Global Strategic Partnership

  • Salesforce said that is introducing Service Cloud Voice to provide contact center agents with told to deliver enhanced customer service support
  • The announcement was made at Dreamforce 2019, Salesforce's annual enterprise technology event

SAN FRANCISCO : Amazon Web Services, Inc (AWS), American e-commerce giant Amazon's cloud computing business and CRM services provider Salesforce on Tuesday said that they are expanding their global strategic partnership with a slew of new initiatives.

Salesforce said that is introducing Service Cloud Voice, a new offering which integrates Amazon Connect, to provide contact center agents with told to deliver enhanced customer service support.

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 at a lower cost.

The announcement was made at Dreamforce 2019, Salesforce's annual enterprise technology event.

"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.

Salesforce and AWS are making also making AWS content available on Trailhead, Salesforce’s free online learning platform, to help users train in cloud related technologies.

Additionally, Salesforce said that it is also exploring ways to make it's in-house analytics platform Einstein compatible with Amazon Alexa, among other voice assistants and devices.

“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.

“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."

The writer is in San Francisco on Salesforce's invitation.

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