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Service Cloud Voice Amazon Connect. Service cloud voice reduces screen toggling for agents, as phone conversations are now inside the service cloud voice console. But before we start, it’s worth reviewing the state of the amazon connect business.
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Service cloud voice is an intelligent telephony solution natively integrated inside of the salesforce service cloud console. 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. Salesforce partnered with amazon to link service cloud with amazon connect (on aws platform).
But before we start, it’s worth reviewing the state of the amazon connect business.
Salesforce has announced general availability of service cloud voice. Complete the parameter fields to specify the amazon connect instance id, the domain name of your servicenow instance, and your servicenow user name and password. Amazon connect offers capabilities for your contact center, including amazon connect voice, amazon connect chat, amazon connect tasks, amazon connect customer profiles, contact lens for amazon connect, and amazon connect voice id. Earlier this week i shared the salesforce point of view on the service cloud voice announcement made at dreamforce 2019, and promised more from amazon web services’s perspective.
