Posted On: Dec 21, 2020
The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce v5.9 now supports automatically adding transcripts and insights from Contact Lens for Amazon Connect to customer records and cases in Salesforce Service Cloud. Amazon Connect customers have enjoyed being able to gain valuable insights from their call recordings such as customer sentiment, agent sentiment, sentiment change, key phrase detection, categorization tagging, and more simply by enabling Contact Lens in their contact flows. With the v5.9 release of the Amazon Connect CTI adapter for Salesforce, Connect users can now deliver those same insights, including the full call transcript, directly to the end-customer’s record or case history in Salesforce. There are no technical skills required, users of the CTI adapter simply make the configuration choice to enable this feature and a transcript and insights will be delivered to the customer’s Salesforce environment every time a call is completed and the recording is analyzed by Contact Lens.
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 v5.9 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.