san francisco dreamforce amazon web services inc aws an amazoncom company the global leader in infrastructure cloud computing and salesforce have announced expansion of their global strategic partnership on tuesday salesforce is introducing service cloud voice a new offering that integrates amazon connect to provide contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service support salesforce already relies on aws as its primary public cloud provider and through this partnership salesforce has chosen amazon connect as its preferred contact center technologyaccording to a press release as part of its service cloud voice offering salesforce will now offer amazon connect a simple to use cloud contact center service from aws that makes it easy for organizations to deliver better customer service at a lower cost in addition salesforce and aws are making aws content available on trailhead salesforces free online learning platform to train anyone to become proficient in the cloud finally salesforce is exploring ways to make einstein voice skills a declarative platform tool compatible with amazon alexa among other voice assistants and devicessalesforces growing partnership with aws is fueled by a shared commitment to customer success said bret taylor president and chief product officer salesforce together were making it easier for companies to deploy powerful ai and voice technologies to deliver smarter and faster customer service experiences and with aws content now on trailhead we are creating a path for everyone to skill up for the jobs of today and tomorrowsalesforce said traditionally service agents have had to rely upon information from multiple sources to address customer needs making it hard to track customer assets orders support history and more in one place for a complete view of their activity call resolution times and a customers experience can suffer when agents take customer service calls while manually keeping a record of the conversation and simultaneously looking for ways to address the customers inquiry as a result of these distractions calls can go unresolved because agents cant answer the customers question resulting in dissatisfaction follow up calls and escalations to solve for this salesforce and aws have closely collaborated to integrate amazon connect into service cloud voice a new product that brings together phone digital channels and crm data into one unified console now when a phone call is routed to a service agent it appears directly within the agents workspace the command center for managing customer data and interaction histories as well as delivering service across channels including email chat messaging and phone amazon connect is also providing powerful aipowered speech analytics using amazon transcribe amazon translate 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 uses information from these realtime transcripts to give the agent recommended answers contextual knowledge articles and next best actions for the customer all within the service cloud console this eliminates timeconsuming data entry and frees up the