Salesforce, AWS Expand Platform
September 25, 2018
Amazon Web Services and Salesforce
have expanded their global strategic alliance announcing new product
integrations that will dramatically simplify how customers can securely
share and synchronize data across AWS and Salesforce services. The new
capabilities will demonstrate the companies’ continued investment in
delivering deeper levels of integration between AWS and the Salesforce
AWS integration with Salesforce Platform Events: Building intelligent, connected customer experiences requires complex synchronization of data between systems. Customers are increasingly building event-driven architectures that trigger processes in AWS based on data changes in Salesforce, and vice versa. As part of this announcement AWS and Salesforce will collaborate on a new solution that will enable mutual customers to publish and subscribe to Salesforce Platform Events in AWS with unprecedented ease. Events in Salesforce, such as the creation of a sales opportunity, can then easily trigger actions in AWS Lambda and other AWS products. Once processing is complete, results will publish back to Salesforce as Platform Events. For example, enterprises who are managing fleets of connected devices on AWS would be able to leverage usage data to alert sales, service, and marketing teams who are using Salesforce so they can proactively resolve customer incidents, generate sales leads, and cross-sell new services. AWS integration with Salesforce Platform Events will be available in 2019.
Integration with Amazon Connect for Salesforce Service Cloud: Today, companies can leverage Amazon Connect, a self-service, cloud-based contact center service, together with Salesforce Service Cloud to deliver capabilities that support customer workflows between three of the most critical contact center technologies — interactive voice response (IVR), automatic call distributor (ACD), and CRM. Expanding on this integration, Amazon Connect for Salesforce Service Cloud will enable customers to build highly dynamic, AI-driven, self-service voice experiences with a Lightning-integrated agent and customer community. This may include prebuilt data and omni-channel integration, support for bots, and artificial intelligence (AI) built with Amazon Lex and Salesforce Einstein. Amazon Connect for Salesforce Service Cloud is now available and mutual customers can install the Amazon Connect CTI Adapter on the AppExchange.
Salesforce today runs the vast
majority of their public cloud workloads on AWS. Salesforce is now live
on AWS in Australia and Canada, and customers can access the Salesforce
Customer Success Platform on the AWS Canada (Central) Region and AWS
Asia Pacific (Sydney) Region, Salesforce’s first international
infrastructure expansions supported with AWS cloud services. With strong
customer momentum across both countries, Salesforce is set to further
accelerate its growth in both countries with new locally-based instances
as an option for its core services.In addition, many Salesforce
services, including Heroku, Quip and Marketing Cloud Social Studio, also
run on AWS infrastructure.