When it comes to all things Salesforce Service Cloud Voice it is vital to understand the backend integration that powers Service Cloud Voice to begin with. Enter: Amazon Connect.
Amazon Connect deploys various methods of communications including chat and phone. The platform enables customer service representatives to respond to inquiries from end customers. Amazon Connect gives customers personal, dynamic, and engaging experiences through an organized cloud contact center infrastructure which connects its huge customer base to agents as if it was set up and managed inside their physical stores.
As was mentioned in our previous blog, “Everything you need to know about Service Cloud Voice and Amazon Connect,” with the power of Amazon Connect, Salesforce Service Cloud Voice allows for the following to be possible to elicit the best experience for the users:
AWS which stands for Amazon Web Services allows organizations to power their infrastructure and applications. AWS has allowed its users to lower costs, become more agile and innovate faster. AWS gives you more services and more features within those services than any other cloud provider! This makes it faster, easier and more cost effective to move your existing application to the cloud and to build anything you wish.
This includes infrastructure technologies like computer storage and databases to emerging technologies such as machine learning and artificial intelligence, data lakes and analytics, and the internet of things. Building on AWS means you can choose the right tool for the job. For instance, AWS offers a variety of databases that are purpose built for different types of applications. With AWS you can leverage the latest technologies to experiment and innovate more quickly.
Amazon Connect Delivery Partners are APN Consulting Partners who help companies build cloud contact centers with Amazon Connect. By leveraging Amazon Connect, APN Partners can help you to improve customer experience and outcomes at a lower cost.
The AWS Service Delivery Program enables AWS customers to identify APN Consulting Partners with experience and a deep understanding of specific AWS services. These APN Partners follow best practices for AWS services and have proven success delivering AWS services to customers. You can administer your own system and have the freedom to work with any partner to innovate your customer experience.
As mentioned above, it is important and beneficial to work with a partner who is certified in helping to deliver best-in-class experiences for your customers using the latest technologies.
NeuraFlash just so happens to be the only experienced partner that has successful implementations, AWS Certifications, and has passed assessments with Amazon on architecture, implementation, and business strategies. Other than Global Systems Integrators, NeuraFlash is the only partner that is both SDP Certified on Amazon and Platinum on Salesforce.
It is important to understand the Amazon Connect Platform and why it's so important to align with an Amazon Connect Delivery Partner who knows how to best guide you in every way they can. Having a Service Delivery Partner Certification is in fact required for implementing the telephony and voice bot components of Service Cloud Voice which is the ultimate game-changing solution for today’s contact centers. Automation is the key of the future, especially as we live in this “new normal” era where digital transformation is gradually taking place.
To learn more about how NeuraFlash can help you get started with Service Cloud Voice or to learn more about how Amazon Connect can help you, check out our website.