Salesforce Service Cloud and Amazon Connect Driving Service Innovation in the New Normal


AllCloud Blog: Cloud Insights and Innovation

Many organizations have had to shift quickly to ensure their service agents are able to keep pace and stay connected with customers. This means evaluating how to move their traditional contact centers to a remote work environment. When doing so, the ability to stay connected and responsive to customers is severely limited and comes with many challenges. However, if organizations had access to a cloud-based call center, providing excellent customer service is once again possible. And Salesforce and AWS are enabling this fast turnaround. 

As part of their response to the COVID-19 pandemic, Salesforce is offering Salesforce Care customers the ability to quickly get started with both Service Cloud and Amazon Connect for free. As a top partner with extensive expertise across both partners, AllCloud can help you ensure that not only are Service Cloud and Amazon Connect set up quickly, but done properly to ensure the most effective results. Amazon Connect gives you the means by which your customers can connect with you, and Salesforce Service Cloud ensures your customer interaction maintains top quality. 

The Future of Service in the Cloud

Salesforce and AWS first announced an expansion of their partnership late last year. At the time, they shared innovative new solutions including integrating Amazon Connect as part of Salesforce Cloud Voice, which opened up an entirely new opportunity for organizations to provide superior customer service. It also solidified something that AllCloud has been discussing with our clients for years – that these two powerhouse companies are changing how the cloud enables businesses. 

This powerful partnership has already and will continue to change the way traditional contact centers operate, bringing in the flexibility, scalability and cost effectiveness of the cloud while driving innovation in areas like artificial intelligence and machine learning. In the past, service agents at contact centers may be required to get input from multiple sources while talking to a client. This made tracking customer orders, support history, assets and other critical items difficult and led to a subpar customer experience. 

What You Can Expect 

The integration of Amazon Connect into Service Cloud brings together phone, digital channels, and CRM data into one unified console. So, when a phone call is routed to a service agent, it appears directly within the agent’s Workspace, which acts as a command center for managing customer data and interaction histories, as well as delivering service across channels including email, chat, messaging and phone.  This unified capability is setting the bar for how to deliver the personalized and seamless service customers expect. 

Back in September, Salesforce and Amazon were two of the leading technology companies involved in the announcement of the Voice Interoperability Initiative. A program made to ensure that voice-enabled products provide customers with flexibility through interoperable voice services. Salesforce is looking into ways to integrate Einstein Voice Skills with Amazon Alexa. 

Amazon Connect is also providing AI-powered speech analytics, using Amazon Transcribe, Amazon Translate, Amazon Lex, Polly and Amazon Comprehend, to surface sentiment analysis, speech to text transcription and translation into preferred languages, directly to agents through Service Cloud Voice. Salesforce Einstein then pulls this information to provide agents recommended answers and next best actions for the customer. All of this takes place on the Service Cloud console. 

Building the Right Solution Quickly

There is no better time for organizations to set up Service Cloud and Amazon Connect and take advantage of the free offers. Of course, speed is an absolute necessity, but beyond getting both systems up and running quickly, there are several areas that should be considered. One of the fastest ways to set up Service Cloud is to use it “out of the box,” which could limit the functionality. For example, our clients that choose this type of implementation usually use main features like basic account and contact management, service console and basic reports and dashboards. 

To ensure you are getting the most out of Service Cloud and AWS Connect, we recommend a full, quick, review of not only how your customers contact you, but how they interact with your service agents. This sets the course to best align to your business processes and ultimately achieve your goals. Are you providing omnichannel options, including chat, text, social, etc.? And once a customer does connect with your service agent, what does that interaction look like? Everything from call flow to ensuring the best practices you have set up for your customer interaction, should be incorporated into the strategy and implementation.  

The further partnership of AWS and Salesforce is yet another example of how these technology giants are working to create innovative solutions for new business challenges. At AllCloud, our leading AWS and Salesforce experts have been working on the synergies between AWS and Salesforce to solve customer business challenges for years. We strongly believe that organizations who take advantage of these synergies and embrace the importance of cloud, will position themselves to not only respond well to these new global challenges but reimagine the future of their business to stay competitive after this crisis.  

Learn more about how AllCloud is driving AWS and Salesforce innovation. 

Eran Gil

Read more posts by Eran Gil