Salesforce and AWS accelerate AI Transformation for Agentic Enterprises

As Salesforce and AWS approach a decade of collaboration, the focus remains on innovating for shared customers — like Deel, Expedia Group, Toyota Motor North America, and 1-800Accountant — by making it easier, safer, and faster for them to harness these powerful technologies without compromising security or trust. Together, AWS and Salesforce are pioneering solutions and laying the foundation for Agentic Enterprises through four core pillars: unified data, secure and interoperable AI agents, modernized contact centers, and streamlined customer procurement of AI solutions through the AWS Marketplace.

“The cloud transformed how enterprises operate, and now agentic AI is driving the next evolution. AWS and Salesforce have spent nearly a decade helping customers navigate complex technology shifts, and we’re bringing that same approach to making advanced AI accessible, secure, and outcome-oriented‌ — ‌through integrations with Amazon Connect and AWS Clean Rooms, secure model hosting via Amazon Bedrock, and simplified procurement through AWS Marketplace, where Salesforce has surpassed $2 billion in lifetime sales,” says Ruba Borno, Vice President of Global Specialists and Partners, AWS.

“This next phase of the Salesforce and AWS partnership is about helping businesses continue to evolve into agentic enterprises where every company operates with infinite capacity, precision, and speed by pairing human expertise with AI-powered agents. By leveraging integrations across Salesforce and AWS, we’re helping our customers unlock AI’s value — by securing data access, advancing interoperable agentic workflows, and delivering innovative experiences that scale,” says Brian Landsman, CEO of AppExchange & Global Partnerships.

At the core of every successful AI deployment is accessible, trusted data. Salesforce’s Zero Copy functionality in Data 360 (formerly Data Cloud) allows enterprises to access and analyze data stored across systems like Amazon Redshift without duplication or data movement, reducing complexity while accelerating insights.

With Data 360 and AWS, customers like 1-800Accountant are unifying their data, ensuring real-time access and management. Using Zero Copy integration, Data 360 connects directly to Amazon Redshift without requiring manual data moves, creating a comprehensive 360-degree view of each client. This unified foundation allows instant, 24/7 responses through Agentforce for a wide range of inquiries, including complex tax questions, without the need to book appointments. As a result, CPAs and their teams can prioritize high-value conversations. For example, by integrating data from Salesforce, AWS, and the IRS website, 1-800Accountant’s AI agents now resolve 70% of routine inquiries during tax season autonomously, significantly boosting efficiency and elevating the customer experience. 

Building on this success, Salesforce recently introduced Data 360 Clean Rooms, which natively integrates with AWS Clean Rooms to create privacy-enhanced environments where multiple parties can collaborate on collective insights without exposing raw data. Thanks to Zero Copy connectivity, this integration lets companies collaborate and analyze data to unlock insights in a secure manner — regardless of where their data resides — while preserving stringent privacy and compliance protections. This control empowers customers to unlock richer, joint analytics and enable strategic initiatives with confidence. Expedia Group Advertising, for example, is able to enable advertisers, such as major hotel brands and airlines, to measure true return on ad spend by evaluating campaign performance against converted Expedia Group books and direct bookings, ensuring ad dollars efficiently drive conversions.

Expanding model choices, agent collaboration, and interoperability

Salesforce and AWS give enterprises the security they need to deploy trusted AI. Salesforce’s Agentforce platform, featured in AI Agents and Tools in AWS Marketplace, empowers enterprises to easily deploy interoperable, multi-vendor AI agents that collaborate seamlessly across workflows and business systems. 

Thanks to open standards like Model Context Protocol (MCP) and Agent2Agent (A2A), these agents will communicate and coordinate with transparency and control to drive cross-system workflows. For example, with Agentforce MCP Client support (in pilot now), an Agentforce agent could communicate with an agent built on Amazon Bedrock AgentCore to get an IoT reading of a guest’s hotel room and take a specific action. Additionally, coming soon, an enhanced integration with Slack’s MCP server will allow teams to securely access Quick Suite’s full suite of research, business insights, and automation tools enriched with Slack context to supercharge their workflows. The Quick Suite agent can proofread copy, summarize messages, generate content, and find answers‌ — ‌all from within Slack’s familiar conversational interface. 

With Agentforce’s Atlas Reasoning Engine, enterprises can use Anthropic’s models hosted on Amazon Bedrock within the Salesforce Trust Boundary to meet the needs of customers in high compliance industries. Amazon Bedrock security controls keep all LLM traffic within the Salesforce virtual private cloud (VPC), meeting strict security and compliance standards while providing robust data protection and management. Additionally, Amazon Nova models on Amazon Bedrock are now available as Salesforce Managed models for Agentforce Prompt Builder, enabling customers to deploy reusable generative AI prompts for specific use cases, such as automated case responses.  

Modernizing contact centers for the agentic era

Salesforce and AWS have helped over 1,000 customers and more than 100,000 human agents deliver personalized customer experiences using Agentforce Voice (formerly Service Cloud Voice). 

Customers can leverage the Salesforce Contact Center with Amazon Connect (SCC-AC) to provide their service representatives with a unified experience for handling customer interactions. Through this complete solution, businesses can now extend their Agentforce AI capabilities to voice self-service, while maintaining seamless integration with Amazon Connect’s real-time transcription and sentiment analysis. When complex issues require human expertise, conversations transfer seamlessly to service representatives who can handle them through the Agentforce Service unified agent experience, which provides full context and conversation history alongside all customer data.