An upcoming CX product from AWS, the Salesforce Contact Center with Amazon Connect, has been hinted at.

Salesforce Service Cloud's channels from Amazon Connect are integrated by the solution. Therefore, companies may take advantage of a single solution for CCaaS and CRM rather than integrating two different platforms. Pasquale DeMaio, vice president of Amazon Connect, expressed excitement on LinkedIn about the impending preview of Salesforce Contact Center with Amazon Connect, stating that it will elevate their collaboration to unprecedented levels.

Anticipate this product to change in the future as AWS may integrate other tools from Amazon Connect into Service Cloud to increase its functionality. These could incorporate the workforce optimization (WFO), reporting, and case management tools offered by Connect. However, there are already a number of concrete advantages to this news, particularly for Salesforce-focused companies using Data Cloud, the CRM leader's customer data platform (CDP).

Businesses may deliver richer, higher-fidelity customer signals to Salesforce Data Cloud by hosting all customer support conversations within Service Cloud. That accomplishes two important goals. First off, it expands the amount of service data that other departments using Salesforce's CRM software may access. By doing this, companies may resolve a common grievance from customers: not being acknowledged between corporate silos.

Second, CX teams may enhance their AI implementations throughout the Salesforce platform with additional data in Data Cloud. This could involve using the previously revealed Agentforce agents. The CEO and principal analyst of Valoir, Rebecca Wetteman, noted these points as well as a number of additional advantages that CX teams may experience with a single CCaaS-CRM platform.

Pre-built interfaces and combined features, she told reporters, will speed up time to value as businesses aim to harness consumer contact data across all channels for AI-driven insights and automation.

These advantages might be especially appealing to mid-market, quick-moving businesses that want to succeed in multi-channel interaction. It's possible that many of these brands currently use the Service Cloud Voice interface with Amazon Connect. Currently, 100,000 contact center agents use it, and 1,000 firms use it overall.