TECH SUPPLIER Dec 2019 - Market Note - Doc # US45720219

Dreamforce 2019: Salesforce Introduces Service Cloud Voice and AWS Amazon Connect Reseller Agreement

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

This IDC Market Note looks at the potential of Salesforce and Amazon's announced reseller partnership at Dreamforce 2019 and the announcement of Salesforce Service Cloud Voice. The two markets of customer service and contact center applications have long operated side by side to serve the collective needs of the contact center environment. However, the desktop of the contact center agents has been a mix of homegrown solutions and contact center providers.


Coverage

Subscriptions Covered

Customer Care and CRM


Companies Covered

Amazon.com Inc., Salesforce.com, Inc.


Regions Covered

United States


Topics Covered

Customer relationship management applications


Content


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