Salesforce Deepens Integration with Amazon Connect



Amazon Web Services and Salesforce.com have expanded their global strategic alliance, announcing new product integrations between Service Cloud and Amazon Connect.

With this integration, companies can leverage Amazon Connect, a self-service, cloud-based contact center service, together with Salesforce Service Cloud to deliver capabilities that support customer workflows between their interactive voice response (IVR), automatic call distributor (ACD), and CRM systems. Expanding on this integration, Amazon Connect for Salesforce Service Cloud will enable customers to build highly dynamic, artificial intelligence-driven, self-service voice experiences with a Lightning-integrated agent and customer community. This could include prebuilt data and omnichannel integration, support for bots, and artificial intelligence (AI) built with Amazon Lex and Salesforce Einstein.

Salesforce is also liking its Platform Events application with AWS. AWS and Salesforce will collaborate on a new solution that will enable mutual customers to publish and subscribe to Salesforce Platform Events in AWS. Events in Salesforce can then trigger actions in AWS Lambda and other AWS products. Once processing is complete, results will publish back to Salesforce as Platform Events. For example, enterprises who are managing fleets of connected devices on AWS would be able to leverage usage data to alert sales, service, and marketing teams who are using Salesforce so they can proactively resolve customer incidents, generate sales leads, and cross-sell new services.

"Salesforce's growing strategic relationship with AWS is fueled by a shared commitment to customer success," said Bret Taylor, president and chief product officer at Salesforce, in a statement. "Our newest integrations will empower CIOs to securely share and synchronize data across two of the world's most trusted cloud platforms to accelerate their digital transformation."

"Because of the deep relationship between AWS and Salesforce—Salesforce runs the vast majority of their public cloud workloads in AWS, and Amazon relies upon Salesforce across various businesses to enhance customer relationships—we have a unique ability to integrate our services and provide customers with enhanced solutions," said Matt Garman, vice president of AWS Compute Services, in a statement. "These new integrations will enable companies to leverage the full power of both platforms, driving innovation and building intelligent, connected customer experiences."