The past week in CX has seen a combined contact center offering from AWS and Salesforce, Zoomtopia updates, an AI Agent Builder from Zendesk, and some bullish comments from Oracle's VP of CX.
Here are the extracts from some of our most popular news stories over the last seven days.
AWS Introduces the Salesforce Contact Center with Amazon Connect
AWS has teased a preview of a new CX offering: the Salesforce Contact Center with Amazon Connect.
The solution embeds channels from Amazon Connect within Salesforce Service Cloud.
So, instead of integrating two separate platforms, businesses can leverage a unified offering for CCaaS and CRM.
Excited to share more, Pasquale DeMaio, VP of Amazon Connect, posted on LinkedIn: “The upcoming preview of Salesforce Contact Center with Amazon Connect takes our partnership to new heights.
This groundbreaking offering will natively integrate digital channels like chat, SMS, video, and web calling, alongside voice capabilities, directly into the Salesforce CRM interface, providing agents with a unified and streamlined experience.
Expect this offering to evolve, as AWS could later embed several other tools from Amazon Connect into Service Cloud and further extend its capabilities. Those may include Connect’s case management, workforce optimization (WFO), and reporting solutions.
Nevertheless, this announcement already provides several tangible benefits, especially for Salesforce-centric businesses leveraging Data Cloud, the CRM leader’s customer data platform (CDP) (Read on...).
Zoom Drops a Mega Virtual Agent Upgrade, Gives Its Contact Center a GenAI Makeover
Zoomtopia 2024 has set the stage for the “next-generation” Zoom Virtual Agent.
From December, the solution will detect when a customer query contains multiple intents and go through each in a single session.
Moreover, the Zoom Virtual Agent may isolate occasions when customers change their intent midway through an interaction and pivot with them.
Before the end of the year, Zoom also promises to introduce an AI Virtual Voice Agent, extending these capabilities to voice.
Yet, even on digital channels, the new features will likely help businesses automate many more complex, multi-faceted conversations.
In doing so, Zoom customers may develop more sophisticated self-service experiences, bolster their containment rates, and limit escalations.
To further lower interaction costs, businesses may utilize several other existing features within the Zoom Virtual Agent. For instance, they may take the opportunity to leverage LLMs that pick from trusted knowledge sources, so the bot converses with customers without prior training (Read on...).
