amazon connect integration

Aria Solutions Toolkit

Rapid integration between Salesforce and Amazon Connect

The Toolkit for Amazon Connect by Aria Solutions enables organizations to improve customer engagement and get additional value from Salesforce and Amazon Connect through deeper integration. The Toolkit synchronizes the agent presence between Salesforce Omni-Channel and Amazon Connect Voice, and lets you use Amazon Connect recording and reporting within Salesforce.

Benefits include self-service and call flow enrichment, improved agent engagement and productivity, and improved workforce planning and staffing:

  • Prebuilt queries to create, look up, and update Salesforce objects within Amazon Connect
  • Voicemail captured as Amazon Connect recordings, and transcription as text to a Salesforce case
  • Transcript of user dialog captured by Amazon Lex for utterance analysis
  • Agent state synchronization between Salesforce Omni and Amazon Connect
  • Toolkit Call Campaign object for automated outbound dialing
  • Automatically created phone call tasks associated with the corresponding Salesforce object, call recordings embedded in the Salesforce record, and call report metrics in Salesforce for consolidated reporting
  • Support for Salesforce sales and service console in Classic and Lightning
  • Collection of accurate statistics for agent activities, including configurable disposition codes

 

Aria Solutions Toolkit - Amazon Connect integration

This Quick Start was developed by Aria Solutions in collaboration with AWS.
Aria Solutions is an APN Partner.

 See the source code for this Quick Start
  •  How to deploy
  •  Resources