AWS announces Salesforce Contact Center with Amazon Connect (Preview)

Today, AWS announces the Preview of Salesforce Contact Center with Amazon Connect, a groundbreaking offering that integrates native digital and voice capabilities into Salesforce Service Cloud, delivering a unified and streamlined experience for agents. Salesforce users can now unify and route voice, chat, email, and case management across Amazon Connect and Service Cloud capabilities, streamlining operational efficiency and enhancing customer service interactions.

With Salesforce Contact Center with Amazon Connect, companies can now seamlessly integrate their Salesforce CRM data and agent experience with Amazon Connect’s leading voice, digital channel, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences powered by Amazon Lex across Amazon Connect voice and chat, quickly solving issues. For more complex inquiries, the seamless transition from self-service to agent-assistance connects customers to the right agent, who has a unified view of the customer’s data, issue, and interaction history in Salesforce Service Cloud. Integrated data and APIs empower agents with Contact Lens real-time voice transcripts and supervisors with call monitoring in Salesforce Service Cloud. Salesforce admins can quickly deploy and configure an integrated contact center solution in minutes with Amazon Connect voice, chat and routing of Salesforce cases.

If you’re interested in joining the preview of Salesforce Contact Center with Amazon Connect, sign up here. To learn more, visit the website.