Posted On: May 3, 2021

The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now enables customers to extend their Contact Control Panel (CCP) with customizable buttons called CTI Actions. These buttons can be configured in Salesforce and used to simplify common agent actions. For example, you can add a button that transfers calls to a manager, start and stop recordings, automate case creation, or start a customer refund process. CTI Actions are configured in the CTI Adapter’s Actions Admin panel to execute CTI Flows which are process blocks that enable you to easily design agent workflows within our Salesforce integration. There are no technical skills required and customers can easily configure an end to end agent workflow in Salesforce Lightning and Classic. 

The CTI Adapter easily integrates 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 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.