According to the two companies, the partnership’s new capabilities intend to “deepen product integrations across data and AI” by making data management across Salesforce and AWS more seamless and the integrations of generative AI technologies across an organisation’s applications more straightforward and more secure.
Marc Benioff, Chair and CEO at Salesforce, commented:
We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform and ensuring we meet massive customer demand for our products on the AWS Marketplace. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive and successful in this new AI era.”
Salesforce and AWS are deepening the integrations between their two services, including several of Salesforce’s products being introduced to AWS Marketplace, including Data Cloud, Service Cloud, Sales Cloud, Industry Clouds, Tableau, MuleSoft, Platform, and Heroku.
Salesforce will now also support Amazon Bedrock. As an illustration of Salesforce’s open model ecosystem, Bedrock is a fully managed service that makes foundation models (FMs) from advanced AI businesses accessible to customers through one API. Amazon Bedrock will be available through the Einstein Trust Layer, underpinning AI-driven apps and workflows within Salesforce Data Cloud’s expansion to support data sharing across extra AWS products, which is a further integration.
Data Cloud integrations can be managed through new centralized access controls, which allow customers to oversee “secure user access at the folder, object, and file level for Data Cloud content stored in Amazon Simple Storage Service (Amazon S3)”, according to the partnership’s announcement.
New Zero-ETL (extract, transform, and load) integrations minimise the requirement for customers to build their own ETL pipelines between Data Cloud and AWS data services. Customers seamlessly unite their data for better insights, predictions, and more advanced applications.
Salesforce and AWS have also deepened the Service Cloud Voice and Amazon Connect integration by introducing Amazon Connect Chat to Service Cloud Digital Engagement. Amazon Connect forecasting, capacity planning, and agent scheduling were added to Service Cloud Digital Engagement. This aims to improve the Salesforce Service Cloud Omnichannel manager experience.
The partnership’s expansion also entails integrated generative AI capabilities that underpin customer insights and agent and manager automated assistance. The ambition is to power a unified customer experience, better-informed supervisors and more productive agents.
“Salesforce and AWS make it easy for developers to securely access and leverage data and generative AI technologies to drive rapid transformation for their organizations and industries,” added Adam Selipsky, CEO at AWS. “With this expanded partnership, our joint customers gain powerful new ways to innovate, collaborate, and build more customer-focused applications using the broadest and deepest set of cloud services.”
What Has Salesforce Been Up To This Month?
Earlier this month, Salesforce launched the new analytics app Service Intelligence to improve agent productivity and customer satisfaction.
Service Intelligence is powered by Data Cloud, Salesforce’s real-time hyperscale data engine, and offers users access to all their business data within Service Cloud. This eliminates the inefficiencies of toggling between screens for information.
This November, Salesforce’s Code Builder became available to all customers, empowering developers to customise their Salesforce CRM experience with several valuable tools.
The tools inside the Code Builder’s web-based integrated development environment (IDE) include developer extensions – including Einstein for Developers – which transform natural language into code by leveraging generative AI. Salesforce stated its Code Builder tools can allow developers, admins, and architects to enhance creativity and productivity.
What About AWS?
Earlier this month, AWS announced a preview of new third-party integration features for Amazon Connect, its CCaaS platform. These capabilities enable service teams to embed third-party apps into the Connect agent workspace.
By integrating these tools into the unified interface, contact centres can reduce context switching and improve agent productivity.