AWS and Salesforce announce new integrations
|Richard Harris in Enterprise Tuesday, September 25, 2018|
Salesforce and AWS expand global strategic alliance to accelerate enterprises’ digital transformations with new integrations they hope will dramatically simplify how data and events are shared across AWS and Salesforce services.
AWS and Salesforce just announced at Dreamforce 2018 new integrations that they hope will dramatically simplify how data and events are shared across AWS and Salesforce services.
As part of the next phase of their global strategic alliance, the two companies will work together to deliver integrations and frameworks for connecting the Salesforce Platform with AWS PrivateLink and Amazon Connect, including:
- AWS PrivateLink integration with Salesforce APIs
- AWS integration with Salesforce Platform Events
- Integration with Amazon Connect for Salesforce Service Cloud
The goal is that the new capabilities will demonstrate the companies’ continued investment in delivering deeper levels of integration between AWS and the Salesforce Lightning Platform.
As part of the next phase of their global strategic alliance, AWS and Salesforce will deliver the following integrations and a highly secure, trusted framework for connecting the Salesforce Platform with AWS PrivateLink and Amazon Connect:
AWS PrivateLink integration with Salesforce APIs: AWS PrivateLink will allow SaaS application developers who build on AWS to offer private endpoints as an additional option for accessing their service. This integration will provide endpoints for core Salesforce APIs within the developers’ Amazon VPCs and vice versa. Exposure to Internet threats is reduced by using a dedicated AWS network connection, which privately routes all traffic flowing between Salesforce and AWS services on a dedicated Amazon network connection rather than the public Internet. Customers will be able to use their PrivateLink-enabled Salesforce endpoints to do more with their customer data, from big data analytics to machine learning, making it significantly easier to unlock customer insights than what is currently possible with custom, one-off integration points.
AWS integration with Salesforce Platform Events: Building intelligent, connected customer experiences requires complex synchronization of data between systems. Customers are increasingly building event-driven architectures that trigger processes in AWS based on data changes in Salesforce, and vice versa. As part of this announcement AWS and Salesforce will collaborate on a new solution that will enable mutual customers to publish and subscribe to Salesforce Platform Events in AWS with unprecedented ease. Events in Salesforce, such as the creation of a sales opportunity, can then easily trigger actions in AWS Lambda and other AWS products. Once processing is complete, results will publish back to Salesforce as Platform Events. For example, enterprises who are managing fleets of connected devices on AWS would be able to leverage usage data to alert sales, service, and marketing teams who are using Salesforce so they can proactively resolve customer incidents, generate sales leads, and cross-sell new services. AWS integration with Salesforce Platform Events will be available in 2019.
Integration with Amazon Connect for Salesforce Service Cloud: Today, companies can leverage Amazon Connect, a self-service, cloud-based contact center service, together with Salesforce Service Cloud to deliver capabilities that support customer workflows between three of the most critical contact center technologies — interactive voice response (IVR), automatic call distributor (ACD), and CRM. Expanding on this integration, Amazon Connect for Salesforce Service Cloud will enable customers to build highly dynamic, AI-driven, self-service voice experiences with a Lightning-integrated agent and customer community. This may include prebuilt data and omni-channel integration, support for bots, and artificial intelligence (AI) built with Amazon Lex and Salesforce Einstein. Amazon Connect for Salesforce Service Cloud is now available and mutual customers can install the Amazon Connect CTI Adapter on the AppExchange.
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