AWS and Salesforce Put CRM Data, AI Agents, and Model Choice Into the Tools Teams Use Every Day
AWS and Salesforce integrate CRM data, AI agents, and model choice into daily tools like Amazon Quick and Slack, enabling real-time voice interactions and zero-copy data access across environments.
Amazon Web Services and Salesforce announced expanded integrations to embed AI agents and CRM data directly into tools teams already use, such as Amazon Quick and Slack. The updates aim to reduce context-switching by surfacing Salesforce business context in Amazon Quick and bringing AWS frontier agents into Slack for faster issue resolution. Zero-copy data access is extended across more AWS services, allowing agents to operate without migrating or duplicating data. The collaboration addresses demand for AI that acts on trusted CRM intelligence wherever employees work, not just within the CRM itself.
AWS frontier agents are now available in Slack, enabling teams to resolve issues without leaving their collaboration platform. Agentforce customers can access Amazon Bedrock’s broad selection of frontier models, expanding model choice for building AI agents. Agentforce Voice interoperates with Amazon Connect Customer in real time, allowing seamless routing of customer issues across environments. The integrations are designed to make AI agents more practical by grounding them in real enterprise data without requiring data migration.
Salesforce business context will appear directly in Amazon Quick, enabling sales teams to prepare for meetings with live CRM data. Service agents can route customer issues across Agentforce and Connect Customer without manual handoffs, while operations teams can query data across both Salesforce and AWS environments. The updates eliminate the need for teams to switch between tools, streamlining workflows and improving productivity. The integrations are built to work within existing governance and security controls in both environments.
The expanded integrations build on a decade-long collaboration between Salesforce and AWS, offering customers flexibility in model choice, data access, and workflow automation. Salesforce Clouds are now available in AWS Marketplace across 33 countries, allowing customers to apply eligible AWS spend toward Salesforce products, including Agentforce. Organizations can consolidate procurement and billing, simplifying the path from decision to deployment. The updates aim to make AI agents as easy to adopt as they are to build, with pricing and availability subject to regional and customer agreements.