AWS has announced Salesforce will be offering AWS telephony and call transcription services with Amazon Connect as part of its Service Cloud call centre solution.
Patrick Beyries, VP of product management for Service Cloud said: “We have a strategic partnership with Amazon Web Services, which will allow customers to purchase Amazon Connect from us, and then it will be pre-integrated and out of the box to provide a full transcription of the call, and of course that’s alongside an actual call recording of the call.”
It’s worth noting that the company will be partnering with other telephony vendors as well so that customers can choose the Amazon solution or another from Cisco, Avaya or Genesys, Beyries said.
“As this conversation evolves, the consumer is explaining what their problem is, and Einstein is [monitoring] that conversation. As the conversation gets to a critical mass, Einstein begins to understand what the content is about and suggests a specific solution to the agent”, Beyries said.
Salesforce will begin piloting this new Service Cloud capability in the spring with general availability expected next summer.
Only last week, Salesforce announced a major partnership with Microsoft to move Salesforce Marketing Cloud to Azure. These announcements show Salesforce will continue to use multiple cloud partners when it makes sense for the business.
