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Salesforce and Amazon Web Services have expanded their partnership to deploy more secure, interoperable AI agents across enterprise operations, accelerating AI adoption with new data management, contact centre upgrades, and marketplace integration.
Salesforce and Amazon Web Services (AWS) have announced a significant expansion of their nearly decade-long collaboration aimed at accelerating the adoption of artificial intelligence (AI) agents within enterprise operations. This partnership seeks to facilitate easier, faster, and more secure deployment of AI technologies across businesses, focusing on data integration, secure agent deployment, modernising contact centres, and streamlining AI procurement.
According to Salesforce’s Agentic Enterprise Index, deployment of AI agents in enterprises surged by 119% in the first half of 2025. Employee interactions with these AI agents grew 65% month over month, with conversation durations increasing by 35%, highlighting the rising importance of AI-powered agentic systems in corporate settings. Speaking on this development, Marc Benioff, Salesforce’s CEO, described the collaboration as an evolution that combines the strengths of the leading AI CRM provider with the top cloud provider to deliver a trusted, open, and integrated data and AI platform. He emphasised that this partnership addresses the massive customer demand for generative AI capabilities integrated with secure data management and seamless cloud infrastructure.
Central to the partnership are four core pillars: unified data management, secure and interoperable AI agents, modernised contact centre solutions, and simplified procurement through AWS Marketplace. Salesforce’s Data 360 platform, enriched with its Zero Copy feature, allows companies to analyse data directly stored on platforms like Amazon Redshift without duplicating or moving it. This not only streamlines data workflows but also significantly reduces complexity and operational overhead. Firms such as 1-800Accountant have leveraged this integration to unify client information and deploy AI agents capable of handling both routine and complex queries 24/7, thereby freeing employees to concentrate on higher-value tasks. Furthermore, Data 360 Clean Rooms integrate with AWS Clean Rooms to enable privacy-enhanced, multi-party data collaboration that safeguards raw data while allowing valuable insights to be shared—a feature currently utilised by Expedia Group Advertising to measure advertising effectiveness against real-time booking data.
On the agent collaboration front, Salesforce’s Agentforce platform, accessible via AWS Marketplace, allows for the deployment of interoperable, multi-vendor AI agents adhering to open standards like the Model Context Protocol (MCP) and Agent2Agent (A2A). These protocols promote transparent cooperation between AI agents across different workflows, enabling sophisticated use cases such as integrating IoT data retrieval with automated responses. This agent interoperability extends into Slack through the planned integration of Slack’s MCP server, which will allow users to securely access Salesforce’s Quick Suite business automation tools within Slack’s interface. Quick Suite, launched by AWS, is designed to help enterprises rapidly build AI agents for tasks including data visualisation, research, automation, and workflow orchestration, linking internal databases and external sources seamlessly.
Significantly, Salesforce is advancing its AI capabilities by integrating leading models from OpenAI and Anthropic. Its recently launched Agentforce 360 platform provides a secure environment within Salesforce’s trust boundaries to deploy these models, such as Anthropic’s Claude and OpenAI’s GPT-5, delivered via Amazon Bedrock. Toyota Motor North America is set to automate customer service and appointment scheduling by utilising Agentforce with Anthropic Claude models, underscoring the emphasis on maintaining enterprise-grade security and compliance in AI deployments.
Modernising contact centres remains another critical focus. Through integrations with Amazon Connect, Salesforce offers unified AI-augmented experiences that optimise voice and chat channels. AI-powered agents can manage routine calls autonomously, with seamless handoffs to human representatives when necessary, retaining full conversational context to ensure continuity and satisfaction. Over 1,000 customers and 100,000 agents have benefited from these combined technologies, with future enhancements planned to improve interoperability between Agentforce agents and Amazon Connect’s Amazon Q voice AI, further boosting customer service efficiency.
Procurement and marketplace access underpin the ease of adopting these technologies globally. Salesforce is now available on AWS Marketplace across 30 countries, including new markets in Latin America, simplifying how organisations find, procure, and manage AI solutions. The consolidated billing system and prebuilt workflows available on AgentExchange expedite transitions to agentic operations while maintaining operational control. Salesforce’s rapid sales growth on AWS Marketplace, surpassing $2 billion in lifetime sales, reflects strong market acceptance and the increasing demand for integrated AI solutions.
Lastly, Salesforce’s reimagining of Slack as an “agentic OS” for enterprise AI further emphasises the partnership’s vision of seamless AI-human collaboration. Slack’s evolving capabilities, such as hosting conversational AI agents that summarise threads, automate workflows, and interface with Salesforce data, position it as the central hub for enterprise AI interaction.
Together, Salesforce and AWS are positioning their collaboration as a transformative force in enterprise AI adoption. By uniting robust cloud infrastructure, comprehensive data management, secure AI models, interoperable agent frameworks, and modernised user experiences, they aim to help businesses evolve into agentic enterprises where AI dramatically amplifies human expertise, agility, and customer engagement.
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Source: Fuse Wire Services
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