Slalom's AI-Powered Contact Center Solution Supports AWS Services and Agentforce
At AWS re:Invent 2024, Slalom unveils customer service solution empowered by Amazon AWS and Salesforce
Seattle, WA – Dec 9, 2024 — Slalom, a global business and technology company, today announced the launch of its latest innovative solution: Slalom’s AI-Driven Contact Center Accelerator. The solution, built on the Slalom Agentforce Foundations Accelerator, supports Amazon Connect’s advanced features with Salesforce’s CRM platform. It enables customers to access high-quality voice support through Agentforce, ensuring their inquiries are handled efficiently, even when call volumes are high.
“Slalom is known for developing solutions at breakneck speed – in fact, we’re one of the first companies to debut a solution that combines Amazon Connect with Agentforce,” said Katie Dunlap, General Manager of Global Salesforce at Slalom. “Our goal is to support organizations in their journey toward better customer interactions and operational excellence by leveraging the latest AI and CRM technologies.”
Amazon Connect is the communications layer in the integration, enabling businesses to seamlessly utilize Amazon Connect’s capabilities within the Salesforce environment. This powerful combination allows contact centers to support various customer service functions, including Interactive Voice Response (IVR), call routing, voice-enabled AI, and real-time transcription and analytics.
By leveraging Service Cloud Voice's real-time transcription with the native Amazon Connect support, contact center representatives receive immediate, context-rich suggestions during live calls in their Salesforce workspace, with no need to swivel-chair.
The Agentforce Foundations Accelerator incorporates the organization's Enterprise Truth—validated knowledge and data stored in Amazon Simple Storage Service (Amazon S3) —directly into the contact center representative's workflow. This means contact center representatives can provide accurate answers, recommend the next best actions, and resolve inquiries more efficiently. At the same time, ensuring information is consistent, up-to-date, and grounded in your organization’s trusted content. Customers will benefit from reduced call handling times and increased first-call resolution rates, leading to higher satisfaction and loyalty. This enhanced efficiency can translate to cost savings and managing higher call volumes without compromising service quality.
By harnessing human-validated data, businesses can help ensure consistency across all customer interactions, driving efficiency and fostering stronger customer relationships. AI can also analyze the context of the conversation and suggest proactive solutions or additional information that the customer might need. The framework learns from each interaction, continually improving the quality of its suggestions and identifying gaps in its knowledge base.
Slalom’s AI-Driven Contact Center Accelerator propels customer service into a new era of innovation. Harnessing cutting-edge AI through the integration of Amazon Connect with Agentforce, this solution delivers unparalleled support experiences. Contact center representatives are equipped to exceed customer expectations consistently, positioning your organization as a leader in customer service excellence and providing a distinct competitive advantage.
For more information about how this accelerator can benefit your organization, please visit slalom.com/salesforce.
About Slalom
Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.