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AWS Introduces Amazon Connect Integration with Salesforce Service Cloud


Salesforce announces the general availability of Service Cloud Voice. The company is expanding its partnership with AWS to provide pre-integrated Amazon connectivity to customers within the service cloud.

Service Cloud Voice was first announced at Dreamforce 2019, It aims to unify phone, digital channels, and CRM data in real-time, and through one centralized console. Service Cloud Voice also offers transcription capabilities to minimize data entry and leverages AI for agent recommendations.

When integrated cloud telephony through Amazon Connect, the service will provide service providers with a more stable phone support system, the salesforce said. Salesforce has also said its Amazon affiliate integration will provide contact center agents with the complete tools in their agency workplace to improve customer support delivery.

Salesforce already relies on AWS as its primary public cloud provider, now using Amazon Connect as its preferred contact center technology.

What is Amazon Connect?

Amazon Connect is a ubiquitous cloud communication hub that enables companies to provide better customer service at lower prices. Ten years ago, Amazon’s retail business needed a contact center that would provide its customers with unique, dynamic, and natural experiences. They could not find one that would meet their needs, so they built it. They now make this available to all businesses, and today thousands of companies ranging from ten to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

From the ground up, the ubiquitously designed Amazon Connect provides a seamless experience across voice and chat for your customers and agents. It includes a set of tools for skill-based routing, powerful real-time and historical analysis, and easy-to-use intuitive management tools – all of which come with a paid the price, that is, Amazon Connect facilitates contact center operations, improves agent performance, and reduces costs. A contact center can be set up in minutes to support millions of customers.

Benefits of Amazon Connect

Make changes in a few clicks

Amazon Connect is so easy to set up and use, it can speed up your discovery. With a few clicks, you can set up a ubiquitous contact center and start talking to agents and customers. You can reuse the same automated contacts that you already have to create chat streams. Making changes is easy with an intuitive UI, which allows you to create voice and chat communication streams without any coding, which can take months and millions of dollars, rather than custom development.

Save up to 80% on traditional contact center solutions

The Amazon connect cost less than traditional communication center systems. Through Amazon Connect, you will only pay for the time you spend interacting with customers and the associated phone and message charges. The Amazon affiliate has no minimum monthly fees, no long-term obligations, no booking license fees, and pricing are not based on peak capacity, agent seats, or maintenance.

Measure easily to meet unpredictable demand

With Amazon Connect, you can scale your contact center up or down any level, signing in to tens of thousands of agents to respond to normal business cycles or unplanned events. As part of the AWS Cloud, you can support your customers by accessing the Amazon connection anywhere in the world in a secure, reliable, and highly scalable way. Agents and managers need a supportive web browser and an internet connection to engage with customers from anywhere.

Akarshan Narang
Akarshan Narang
Covering the world of Cloud at CMI.


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