AWS re:Invent 2025 - Enhance Contact Center AI With Salesforce and AWS (DAT207)
Source: Dev.to
Overview
AWS re:Invent 2025 – Enhance Contact Center AI With Salesforce and AWS (DAT207)
In this session Assaf Ben‑Gur (Salesforce) and Marc Rudkowski (Amazon Connect) present an integrated contact‑center solution that combines Salesforce channels with Amazon Connect. They discuss three common challenges:
- Disconnected data – agents must stitch together customer profiles from multiple systems.
- Fragmented AI implementations – AI is often applied as isolated point solutions.
- Agent productivity – agents spend time navigating between telephony, email, and messaging desktops.
The demo showcases the Salesforce Contact Center with Amazon Connect (SCCAC), featuring:
- Unified agent desktops.
- Agentforce AI agents across WhatsApp, chat, voice, and other channels.
- Amazon Connect AI‑assist that delivers real‑time recommendations from the Salesforce knowledge base.
Key metrics highlighted:
- 12 billion AI‑optimized interactions.
- Nearly 100 million monthly voice calls.
- Thousands of joint customers reporting reduced wrap‑up time through automated summarization and enhanced supervisor capabilities for managing both human and AI agents.
Note: This article is auto‑generated from the presentation transcript; minor typos or inaccuracies may be present.
Main Part
The Contact Center Challenge: Disconnected Systems and Fragmented AI Solutions
“When customers call, they expect agents to know who they are and what relationship they have with the company. Instead, agents often put callers on hold while stitching together profiles in real time and switching between multiple systems.”
Contact‑center leaders repeatedly voice three priorities:
- Boost agent productivity while delivering high customer satisfaction.
- Reduce operating costs—contact centers remain a heavy cost center.
- Drive revenue growth by freeing agents to upsell and cross‑sell after issue resolution.
AI—especially generative and agentic experiences—offers the promise of a smarter, faster, and more intuitive contact‑center transformation. However, many AI projects fail because:
- Data and channels are siloed.
- Agents operate on separate telephony, email, or messaging desktops.
- AI initiatives are scattered across marketing, sales, service, and R&D, resulting in fragmented point solutions.
Unified Customer Experience: Salesforce and Amazon Connect Integration with Agentforce
Salesforce and Amazon Connect combine to deliver a single, cohesive platform for managing every customer interaction:
- Native channel support – Salesforce channels (WhatsApp, chat, email) and Amazon Connect voice, Apple Messages for Business, Line for Japan, etc.
- Agentforce AI agents – A unified builder lets you create logic once and attach it to any channel (email, WhatsApp, web chat, voice).
- Integrated voice – As of October, Agentforce runs on top of the Amazon Connect voice channel, enabling AI‑driven assistance for inbound calls.
This integration gives organizations flexibility to leverage the strengths of both platforms—rich digital engagement from Salesforce and robust voice capabilities from Amazon Connect—while maintaining a standardized agent experience across all touchpoints.
