Salesforce, Amazon Web Services expand cloud partnership

Salesforce, Amazon Web Services expand cloud partnership
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21 Nov, 2019

Cloud computing giant Amazon Web Services (AWS) and customer relationship management (CRM) heavyweight Salesforce are expanding their partnership to deliver enhanced customer experience.

As part of its service cloud voice offering, Salesforce will use Amazon Connect, which is an AWS offering for call centres.

The new solution will help call centre employees by providing them with new tools to better understand what their customers want. 

 “With the integrated Salesforce Service Cloud and Amazon Connect solution we can handle millions of calls annually, delivering the personalized and frictionless service our customers expect,” said Tracy Kelly, AVP shared services contact center, John Hancock, according to a statement. 

Service agents usually rely on information from multiple sources to address customer needs, making it hard for them to track customer assets, order, and other details. With this expansion the agents will have access to all the customer data at one place.

Both Salesforce and AWS have worked out other deals before like the $400 million cloud infrastructure deal they signed in 2016. 

Salesforce is taking a multi-cloud approach. Only last week, it said it is moving its marketing cloud to Microsoft Azure. The company also has agreements with Google as well as Alibaba Cloud.