Natively integrate the digital channels and unified routing capabilities of HAQM Connect into Salesforce CRM

Many companies today struggle with disconnected customer relationship management (CRM) and contact center solutions, resulting in poor customer experiences, frustrated customer service representatives (CSRs), and inefficient operations. CSRs or contact center agents have to juggle multiple siloed applications, lacking real-time visibility into customer data and interaction history, while customers face frustrating experiences bouncing between self-service and human interactions. Without a unified view across different communication channels, they struggle to provide a consistent and personalized experience. This leads to poor customer satisfaction, inefficient issue resolution, and higher operational costs for companies striving to differentiate themselves through responsive and tailored service.

Today, AWS is announcing the general availability of Salesforce Contact Center with HAQM Connect. This solution seamlessly and natively integrates the digital channels and unified routing of HAQM Connect into Salesforce. Building on our existing joint solution, Service Cloud Voice with HAQM Connect, this new offering enables companies to use a single routing and workflow system for both HAQM Connect and Salesforce channels. It intelligently directs calls, chats, and cases to the appropriate self-service or human interaction, addressing the increasing demand from businesses to accelerate their time-to-value and drive faster innovation in Service Cloud.

“I’m thrilled to share the remarkable progress we’ve made with our joint solution with Salesforce. Salesforce Service Cloud Voice with HAQM Connect has over 1,000 customers and is used by more than 100,000 contact center agents. This success is a clear indication of the value our collaboration brings to businesses seeking to enhance their customer experience,” noted Pasquale DeMaio, Vice President of HAQM Connect.

Figure 1: HAQM Connect channels unified in Salesforce Service Cloud

“Salesforce Contact Center with HAQM Connect marks a major advancement in our shared customer experience capabilities and provides a foundation for delivering customer value with Agentforce. Building on the success of our widely adopted Service Cloud Voice integration, this new solution takes it a step further by seamlessly combining the expertise of human agents with the power of AI-driven autonomous agents. This enables businesses to deliver personalized, AI-powered experiences at scale, ensuring customers receive the right support across every communication channel,” said Kishan Chetan, Executive Vice President and General Manager of Salesforce Service Cloud.