Posted On: Aug 11, 2020

The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce v5.0 now provides CTI Flows which allows customers to build agent interactions with a drag and drop UI within Salesforce Lightning or Classic. CTI Flows consist of process blocks that enable you to easily design agent workflows within our Salesforce integration. This version supports screen-pop of accounts, cases or contacts from Amazon Connect voice or chat contacts, handle call disposition and activity management, and enable outbound calling such as click-to-call. In addition to CTI Flows, this release includes improvements for security profiles, Amazon Connect chat interactions, and Amazon Connect Salesforce Serverless updates for Salesforce queries and AWS Secrets Manager.

The CTI Adapter enables you to easily integrate Amazon Connect with Salesforce Service Cloud to build innovative customer experiences such as an automated AI customer experience with CRM agent routing. To get started on the Amazon Connect CTI Adapter v5.0 for Salesforce, see the help documentation. You can find out more about Amazon Connect, an easy to use omnichannel cloud contact center, by visiting the Amazon Connect website.