March 31, 2020

Salesforce and AWS Help Service Agents Stay Connected with Customers During COVID-19 Pandemic

By Bill Patterson, EVP and GM, CRM Applications at Salesforce

 

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.

Over the last few weeks, we’ve rolled out a number of Salesforce Care solutions to help our customers stay connected to their stakeholders. Today, I’m happy to share that Amazon Web Services (AWS) will be supporting these efforts. Salesforce and AWS are working together to deliver free credits for Amazon Connect, the cloud-based contact center service from AWS based on the same technology that powers Amazon customer service.

Beginning today, Salesforce Care customers can contact AWS to get started with Amazon Connect, free of charge, and receive support from Amazon Connect to help with the implementation of their virtual contact center. With the Amazon Connect Computer Telephony (CTI) Adapter, any business can quickly and easily create and manage a call center experience within Salesforce; a Trailhead module detailing how to do so is available here.

This offer is available for a limited time and is only compatible with the Salesforce Care Employee and Customer Support environment, available here for signup. Further details on how to request access to free AWS service credits for Amazon Connect are available here.

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