Salesforce Announces Service Cloud Einstein and Amazon Connect Integration

PRESS RELEASE: Salesforce announced that it is collaborating with Amazon Web Services (AWS) to integrate Service Cloud Einstein with Amazon Connect, its new cloud-based contact center service. Today’s announcement extends the global strategic alliance between AWS and Salesforce that helps simplify and expand how customers capture, analyze and take action on data.

Service Cloud Einstein, the world’s #1 intelligent customer service platform, enables companies to transform the customer experience with smart customer service conversations across every channel. By integrating Amazon Connect with Service Cloud Einstein, companies will be able to easily set up and manage a customer contact center in minutes and then fully connect it to service case histories and CRM data across sales, commerce, marketing and more. Now every service employee will get smarter and have access to the insights needed to resolve any service issue quickly and efficiently to deliver a connected, personalized customer experience.

“Salesforce and AWS both believe that customer relationships are a business’ most important asset,” said Terry Wise, Vice President of the Worldwide Partner Ecosystem, Amazon Web Services, Inc. “Amazon Connect and Salesforce Service Cloud Einstein are a natural fit because they’re both focused on helping businesses create more intelligent and personalized interactions with their customers.”

“Salesforce is thrilled to extend its strategic alliance with AWS by bringing together the world’s #1 intelligent customer service platform with Amazon Connect,” said Ryan Aytay, EVP of Strategic Alliances, Salesforce. “Customer service is increasingly the #1 differentiator for companies. With Service Cloud Einstein and Amazon Connect, companies can create a more intelligent, connected call center complete with CRM quickly.”

AWS and Salesforce Global Strategic Alliance

The companies’ global strategic alliance helps simplify and expand how customers capture, analyze and take action on data with five service integrations. AWS and Salesforce are building integrations that will connect the Salesforce Platform with Amazon AppStream 2.0, AWS IoT, Amazon Redshift, Alexa and Amazon Virtual Private Cloud (Amazon VPC). Many Salesforce services, including Heroku, Marketing Cloud Social Studio, SalesforceIQ and the Salesforce IoT Cloud run on AWS infrastructure. And earlier this year, Salesforce announced it will leverage AWS public cloud infrastructure to support its growing customer base in Canada and Australia with new locally-based instances as an option for its core services, which is expected to be generally available in 2017. In addition, Amazon has chosen Salesforce as its company-wide customer platform.