Posted On: Nov 19, 2021

The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now simplifies the contact center authentication procedure with the integration of Amazon Connect Voice ID to make voice interactions faster and more secure. Amazon Connect Voice ID analyzes caller's unique voice characteristics using machine learning to help verify identity in real-time and display a confidence score and status within the Contact Control Panel (CCP) in the CTI Adapter. Using CTI Actions and Flows, you can automate fraud case creation or route the call to fraud agents based on the outcome of the Voice ID interaction. 

The CTI Adapter 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.