Salesforce’s Expansion of Global Strategic Partnership with Amazon Web Services


Wilson Sonsini Goodrich & Rosati advised Salesforce in the transaction.

Amazon Web Services (AWS), an Amazon.com company and global leader in infrastructure cloud computing, and Salesforce, the global leader in customer relationship management, expanded their global strategic partnership. Salesforce is introducing Service Cloud Voice, a new offering that seamlessly integrates Amazon Connect, to provide contact center agents with a complete set of tools in their workspace to deliver enhanced customer service support.

Through this partnership, Salesforce has chosen Amazon Connect, a simple to use cloud contact center service from AWS that makes it easy for organizations to deliver better customer service at a lower cost, as its preferred contact center technology. Salesforce will work with AWS to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace—the command center for managing customer data and interaction histories, as well as delivering service across channels including email, chat, messaging and phone.

The Wilson Sonsini team representing Salesforce in the transaction includes partner James Clessuras (Picture) and associate Barath Chari.

Involved fees earner: Barath Chari – Wilson Sonsini Goodrich & Rosati; James Clessuras – Wilson Sonsini Goodrich & Rosati;

Law Firms: Wilson Sonsini Goodrich & Rosati;

Clients: salesforce.com, inc.;