AWS and Salesforce

Traditionally, contact center agents have had to rely upon information from multiple sources to address customer needs, making it hard to track customer assets, orders, support history, and more. Call resolution times and the customer experience can suffer when agents take customer service calls, while manually keeping a record of the conversation and simultaneously looking for ways to address the customer's inquiry. As a result of these distractions, calls can go unresolved because agents are unable to answer customer questions, resulting in dissatisfaction, follow up calls, and escalations. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud, bringing together phone, digital channels, and CRM data into a single unified console. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace — the command center for managing customer data and interaction histories as well as delivering service across channels including email, chat, messaging, and phone.