Sold by: Summit Rock Consulting
Enable data orchestration by integrating Amazon Connect with Salesforce or ServiceNow for real-time sync. Use AWS Lambda for automated screen pops and personalized routing.
Overview
This solution eliminates operational silos by establishing a high-performance, bi-directional data bridge between Amazon Connect and your enterprise CRM platforms, such as Salesforce, ServiceNow, or Zendesk. By leveraging AWS Lambda and Amazon AppFlow, we ensure that customer data is synchronized in real-time, allowing for sophisticated data orchestration that powers intelligent contact routing based on up-to-the-minute account status or history.
The integration focuses on enhancing the agent experience through automated "screen pops" that present relevant customer information immediately upon contact arrival. This removes the need for manual data entry and search, significantly reducing Average Handle Time (AHT). By preserving customer context across every touchpoint, your organization can deliver a more personalized, efficient service that drives higher customer satisfaction and loyalty.
Highlights
- Unified Data Orchestration: Seamlessly synchronize Amazon Connect with enterprise CRMs using AWS Lambda to enable real-time data flows, automated agent screen pops, and context-aware interaction routing.
- Reduced Average Handle Time (AHT): Automate manual data retrieval with instant CRM screen pops, allowing agents to focus on resolution rather than navigation.
- Context-Preserving Journeys: Ensure customer information flows seamlessly between the IVR and the agent desktop, eliminating the need for customers to repeat information.
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