[Globalway] Launch of "Amazon Connect × Salesforce Voice (formerly Service Cloud Voice) Contact Center Implementation Support Service"

Globalway, Inc. (Headquarters: Minato-ku, Tokyo; Representative Director, Chairman and President CEO: Masato Kagami; hereinafter "the Company"), which supports corporate transformation and growth through human resources services and 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 infrastructure, "Amazon Connect," with "Salesforce Voice (formerly Service Cloud Voice)," which allows for the integration of telephone support within Salesforce. It supports companies in improving operational efficiency, unifying operations, and establishing a foundation for voice data utilization and AI implementation within their contact centers. The Company provides end-to-end support, from requirements gathering to design, construction, migration, and post-implementation stabilization.

In recent years, contact centers have faced increasing pressure due to the rising burden of After Call Work (ACW), the complexity of operations caused by using multiple systems, and the fragmentation of customer interaction history. Furthermore, there is a growing need for data preparation in anticipation of future AI utilization. On the other hand, with traditional CTI (Computer Telephony Integration) or fragmented system environments, operators often face the burden of switching between screens and complicated management tasks, which can hinder progress in operational improvements.

Through this service, companies can centrally manage telephone support within Salesforce, reducing the burden on operators regarding screen switching and ACW, and streamlining response operations. Additionally, by accumulating and utilizing call logs and transcription data, the service supports the development of a foundation for advanced AI-driven operations, such as the visualization and summarization of interaction content. This allows companies to not only improve daily operational efficiency but also build a highly scalable contact center environment that anticipates future AI integration.

Leveraging our expertise in both Salesforce and AWS, the Company will support the construction of contact center infrastructure that looks beyond mere system implementation to encompass 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/

[Inquiries regarding this matter] Contact: Globalway, Inc., AI Innovation Division Inquiry Form: https://www.globalway.co.jp/contact-2/ai-form/

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