Globalway Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Masato Kagami; hereinafter referred to as "the Company"), which supports corporate transformation and growth through human resource services and support for the utilization of AI and digital technologies, is pleased to announce the launch of its "Amazon Connect × Salesforce Voice (formerly Service Cloud Voice) Contact Center Implementation Support Service".

This service combines AWS's cloud-based contact center platform, "Amazon Connect," with "Salesforce Voice (formerly Service Cloud Voice)," which integrates telephone support within Salesforce, to support companies in improving operational efficiency, centralizing operations, utilizing voice data, and establishing a foundation for AI utilization in their contact centers. The Company provides end-to-end support, from requirements gathering to design, construction, migration, and adoption.

In recent years, contact centers have faced increasing workloads for after-call work (ACW), complexity in operations due to the use of multiple systems, and fragmented customer interaction histories. Furthermore, the need for data preparation for future AI utilization is growing. On the other hand, traditional CTI integration (telephone system integration) and fragmented system environments can easily lead to increased screen switching load for operators and complexity in management tasks, making it difficult to achieve operational improvements.

With this service, companies can centrally manage telephone support within Salesforce, reducing the burden of screen switching and after-call work (ACW) for operators, and improving the efficiency of customer service operations. Additionally, by accumulating and utilizing call logs and transcription data, it supports the establishment of a foundation for advanced operations using AI, such as visualizing and summarizing interaction content. This allows companies to prepare a highly scalable contact center environment that not only improves daily operational efficiency but also looks ahead to future AI utilization.

Leveraging expertise in both Salesforce and AWS domains, the Company will support the construction of contact center platforms that consider not only system implementation but also on-site operations.

★For details on service features, offerings, and the implementation support process, please visit our service page. "Amazon Connect × Salesforce Voice (formerly Service Cloud Voice) Contact Center Implementation Support Service" >>>https://www.globalway.co.jp/business/amazon-connect_salesforce-voice/

【Contact Information】 Contact: AI Innovation Business Division, Globalway Inc. Inquiry Form: https://www.globalway.co.jp/contact-2/ai-form/

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  • Source: PR TIMES
  • Category: News