Dreamforce 2017: Contact Center Stories: Page 6 of 13

Amazon Connects on Contact Center

While AWS has attended Dreamforce in the past, this was the company's first appearance with its contact center solution, Amazon Connect. In the tiny text on the right of the screen above, AWS led with Connect in describing the joint solutions it has with Salesforce:

• End-to-End Customer Service Solution with Amazon Connect and Salesforce Sales and Service Cloud Einstein
• Simplified Customer Engagement with AWS and Salesforce Heroku
• End-to-End IoT Solution with AWS IoT and Salesforce IoT
• Connected Analytics Solution with Amazon Redshift and Salesforce Einstein Analytics
• Smart Voice Apps with Alexa Toolkit and the Salesforce Platform

I got a demo at the AWS booth from Johannes Fischer, technical lead at Aria Solutions. Aria appeared in my 2014 Dreamforce slideshow as a Genesys partner, which it remains. But this year the Aria team was at Dreamforce showcasing a new integration between Amazon Connect and Salesforce. Aria also presented alongside AWS in a breakout session, "Amazon Connect and Salesforce Deliver Natural and Personal Service."

Aria's Salesforce Toolkit for Amazon Connect is a collection of pre-built utilities that enable rapid integration between Salesforce and Connect. The toolkit comprises a set of common Lambda functions Connect uses to interact with Salesforce, and a Salesforce package that enables Salesforce integration with Connect through configuration. (AWS Lambda is server-less computing, which lets companies run code without provisioning or managing servers.) AWS created the integration in partnership with Aria.