Visit the Contact Center Blog to learn about unique use cases, best practices, technical deep dives, and new feature launches. Salesforce maakt met de algemene beschikbaarheid van Service Cloud Voice ook bekend dat deze ook is geïntegreerd met de cloudgebaseerde en van AI voorziene contactcenteroplossing AWS Connect. Salesforce is introducing Service Cloud Voice, a new offering that seamlessly integrates Amazon Connect, to provide contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service support. And Amazon Voice ID uses machine learning to provide real-time caller authentication to make voice interactions faster and more secure. Empower service agents with natively integrated telephony from Amazon Connect to expedite case resolution on a fully connected platform. Amazon Connect is an easy to use omnichannel cloud contact center that helps you provide superior customer service at a lower cost. Learn more about Service Cloud Voice Share data securely. This year, Salesforce announced it will be offering AWS telephony and call transcription services with Amazon Connect as part of its Service Cloud call center solution. In addition, Wisdom uses real-time speech analytics to detect customer issues during calls and provide agents recommendations and answers. Service Cloud Voice and Amazon Connect As the #1 CRM and the most adopted Cloud Platform, Salesforce and AWS offer cloud services with strategic integrations based on a foundation of security and simplicity. ... (Amazon's voice based cloud service… Making changes is easy with an intuitive UI that allows you to create voice and chat contact flows, or agent tasks without any coding, rather than custom development that can take months and cost millions of dollars. This solution is built upon Amazon Web Services (AWS), the world’s most comprehensive and broadly adopted cloud platform. Service Provider SBC for T2M Voice Hosted in the AWS Cloud and T2M Direct Routing for Microsoft Teams Customers “With AudioCodes SBCs deployed in the AWS cloud, we can be assured of reliable, high quality voice connectivity which is cost-effective to run and easy to deploy and manage.” Salesforce has announced the general availability of Service Cloud Voice, and is thrilled to be partnering with AWS to offer Amazon Connect for pre-integrated, out-of-the box telephony so companies can digitise their call centres fast and provide flexible phone support from the home or office. Today we are excited to announce the general availability of Salesforce Service Cloud Voice with Amazon Connect. Once you are up and running, you can also learn from your data with native real time and historical contact center analytics. Multi-cloud offers AWS an opportunity but also a clear risk. The platform is developed with a combination of infrastructure as a service (IaaS), platform as a service (PaaS) and packaged software as a service (SaaS) offerings Amazon Cloudfront. Our team of over 500 AWS Cloud experts has extensive cross-industry experience to help your organization, design, migrate and operate on AWS Cloud. Amazon Connect Wisdom uses machine learning (ML) to drastically reduce the time agents spend searching for answers. Amazon Connect has the same skills-based contact routing, queuing, analytics, and management tools in a single intuitive UI, making management easy. AWS Infrastructure Solutions. Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud … Amazon Web Services Inc. is experiencing a technical issue with its Kinesis Data Streams service that has caused disruptions for Roku Inc., Adobe Systems Inc., Roomba maker iRobot Corp. and a … As NextGov point out, the update comes in response to a question posted to the solicitation page. This includes the AWS Chat Bot that lets developer and operations teams monitor cloud resources, with plans to incorporate AWS’s full range of 175 services in future. Salesforce channel partners now may sell Service Cloud Voice, which features integrated cloud telephony through AWS and its Amazon Connect contact center platform. It helps developers by simplifying cloud computing across the web. We couldn’t find one that met our needs, so we built it. With dozens of lifelike voices across a broad set of languages, you can build speech-enabled applications that work … This is the contact center of the future — intelligent, unified and fast. In addition to the news of its partnership with Salesforce, AWS announced during Dreamforce that it is now offering chat. The Covid-19 pandemic has accelerated cloud adoption by companies by several years, Amazon Web Services CEO Andy Jassy said. Jassy, who runs the firm's cloud computing division Amazon Web Services, said AWS builds a voice print for customers who opt in to save time on calls. For 14 years, Amazon Web Services has been the world’s most comprehensive and broadly adopted cloud platform. Amazon Connect costs less than legacy contact center systems. By: Mary Wardley Program Vice President, Loyalty and Customer Care Simple. Service Cloud Voice The Integration of Amazon Connect in the new product Service Cloud Voice gives Salesforce customers a number of major advantages. Natural interactive voice response (IVR) and interactive chatbots make engagement fast and easy for your customers. Learn about Contact Lens for Amazon Connect ». Door het brede scala aan software en services die het AWS-platform biedt, beheert Amazon een public cloud van ongekende omvang en zijn ze sinds 2010 jaarlijks wereldwijd verkozen tot absolute marktleider volgens Gartner’s Magic Quadrant for Cloud Infrastructure as a Service. Overview. The Amazon Web Service (AWS) public cloud is becoming increasingly popular with organizations looking to reduce up-front costs and benefit from the simplicity, agility and unlimited scalability offered by the cloud.. AudioCodes’ solutions in AWS provide reliable and secure voice connectivity, network device management and quality monitoring for organizations as they migrate … Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management. AWS Connect is a contact center solution that offers customers the most personalized experience possible and, because of the underlying AWS public cloud environment, is able to handle enormous workloads. Customer Profiles automatically brings together customer information from multiple applications into a unified customer profile, delivered to agents at the beginning of the customer interaction. Learn about Amazon Connect Tasks ». This, in turn, improves business customer support. On your frontline, agents need the right information at the right time to delight customers and solve their issues quickly. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily. TECH SUPPLIER Dec 2019 - Market Note - Doc # US45720219 . Built using the same customer service technology employed by Amazon, Connect was offered by its giant cloud services arm AWS with a pay-as-you-go pricing model that enabled customers to make major cost savings by iteratively adding only the features and applications that they wanted to – allowing savings of up to 80% of the cost of traditional contact centers, according to AWS. This includes one set of tools for skills-based routing, task management, powerful real-time and historical analytics, and intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. 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