P3Fusion delivers advanced integration between Salesforce and Amazon Connect, offering contact center agents the ability to easily look up customer profile information and deliver a more efficient interaction.This will be a single pane of glass for business.

Key Features

Call recordings and sentiment analysis : The integration enables businesses to view call recordings along with sentiment analysis in salesforce platform.

Real-time Queue Metrics: The integration allows for real-time queue metrics for supervisors.

Screen pop: When a customer calls, the integration automatically pops up a Salesforce screen with the customer's information, providing agents with a complete view of the customer's history and other relevant details.

Call routing: Businesses can set up call routing rules based on Salesforce data, such as the customer's region, language, or product interest, ensuring that calls are routed to the most appropriate agent.

Reporting and Analytics: The integration provides businesses with powerful analytics and reporting capabilities, allowing them to track key metrics such as call volume, customer satisfaction, and agent performance.

Custom fields: The integration allows businesses to create custom fields in Salesforce and map them to Amazon Connect data, providing agents with more context about the customer.