TECH SUPPLIER Dec 2019 - Market Note - Doc # US45720219
Dreamforce 2019: Salesforce Introduces Service Cloud Voice and AWS Amazon Connect Reseller Agreement
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.