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Amazon and Salesforce Join Forces to Improve Their Contact Center Value Propositions
At Dreamforce 2019, Salesforce announced it would be expanding its strategic partnership with Amazon. The scope of the partnership takes two forms:
- Bolstering integrations between Service Cloud and Amazon Connect to enhance call center capabilities.
- Making AWS content available on Trailhead, Salesforce’s learning management and training system.
Amazon Connect provides real-time speech analytics, such as transcriptions and sentiment analysis. The partnership will allow these analytics to be directly surfaced within Service Cloud Voice in order to give customer service agents better contextual information and to surface relevant knowledgebase articles based on what’s being said by the customer. These automated prompts will enhance the value proposition of Service Cloud for organizations with a large contact center footprint.
The move brings Salesforce into more direct competition with mainstay contact center vendors such as Cisco and Avaya. Amazon also benefits by having a new use case profile with a well-known customer relationship/success management (CRM/CSM) vendor. For our members with both a large Salesforce footprint and a number of in-house contact centers, we expect this will be a welcome announcement that will help improve key metrics such as average time to resolution.
The second element of the partnership is that Salesforce will now host AWS learning materials on its Trailhead platform. This marks an interesting development – Trailhead has received widespread praise for being an intuitive platform to drive user adoption of Salesforce applications. Amazon’s use of Trailhead begs the question of whether Salesforce will continue to expand and monetize Trailhead to host learning materials from other application vendors as well.
Source: Salesforce Service Cloud at SoftwareReviews. Accessed December 10, 2019.
- Salesforce and Amazon announced a strategic partnership at Dreamforce 2019 to deepen their integrations between Service Cloud and Amazon Connect. The primary value proposition will be to deliver better real-time speech analytics to contact center agents. This is a savvy move for both vendors.
- Salesforce will also host AWS content on Trailhead. This raises the question of whether Salesforce intends to expand this approach and monetize its Trailhead platform to host a wide range of learning materials from other vendors.
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SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
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Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware
ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.
Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?
Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.
Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.
Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.
ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.