Dreamforce announcement: Service Cloud Voice

Melle de Ronde

Melle de Ronde

Marketing Manager

11/20/2019 - null

On the first morning of Dreamforce Salesforce and AWS announced the expansion of their strategic partnership. Salesforce will integrate and offer Amazon Connect as part of Salesforce Service Cloud Voice, enabling customers to provide superior customer service. The most progressive cloud providers are pooling their resources, which means the Service Cloud value proposition will become even greater.

What is Amazon Connect

Amazon is, along with Microsoft's Azure, one of the leading providers of public cloud capacity. Customers such as WeTransfer, PostNL, Shell and Unilever use AWS services on a grand scale. Amazon Connect is a scalable cloud-based contact centre solution that was launched in 2017.

Amazon Connect is a cutting-edge telephony platform. Its interface allows users with no technical background to arrange the optimal routing of incoming calls, oversee the management of agents and monitor KPIs. Additionally, the platform offers the capability to handle customer contact in 'natural language' via the various Amazon AI solutions that work with speech recognition and natural language processing, which is the same technology behind Amazon Alexa. (Dutch is currently not supported).

Service Cloud Voice

The Integration of Amazon Connect in the new product Service Cloud Voice gives Salesforce customers a number of major advantages. The integration and call routing on a single platform, automatic transcription capabilities and the possibility to leverage AI powered solutions such as agent recommendations and 'agent next best action'.

The ease and speed of integration translates into immediate results, while the telephony solution's scalability lowers costs due to the 'pay per use' model. The new combination between Salesforce Service Cloud and Amazon Connect give customers the tools to provide an even better customer experience.

Salesforce and AWS Consulting partner

Since we believe in this formidable combination, we have recently become an AWS Consulting Partner. With five AWS accredited employees and three AWS certified developers, we have in-depth knowledge of both the Salesforce Service Cloud and AWS Connect. Armed with this expertise, our team is able to advise and support a fast and successful implementation of this combined solution.

For more information on how the effective combination of these two service solutions could be used in your customer service department, please get in contact us. Call +31 (0)20 31 750 8350 or e-mail info@gen25.com

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