Salesforce Launches "Bring Your Own Channel" for CCaaS Pilot
- Asma Asad
- Apr 29
- 1 min read
Salesforce is expanding its CCaaS (Contact Center as a Service) integrations with a new "Bring Your Own Channel" pilot program, following the success of its "Bring Your Own Telephony" (BYOT) initiative. The goal is to give customers more flexibility by allowing partners to bring not just voice but also digital engagement channels into Service Cloud.
Key Highlights:
Partners in the pilot include AWS, Genesys, and Vonage.
AWS is already marketing a unified Salesforce Contact Center with Amazon Connect.
Salesforce aims to avoid favoritism and build a broad ecosystem that accommodates existing customer relationships with CCaaS vendors.
The initiative enhances flexibility and seamless integration, empowering users to create ideal service experiences using both Salesforce and CCaaS tools.
Three Core Goals:
Add more CCaaS partners and their digital channels.
Collaborate with ISVs to serve specific industries or regions.
Improve workforce management (WFM) and routing integrations for better workflows.
Salesforce envisions Service Cloud as a platform—like an iOS for CX tools—and aims to unify CRM, CCaaS, and AI capabilities. This lays the groundwork for Agentforce, Salesforce’s autonomous AI Agent platform.
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