CTI for Salesforce and Amazon Connect

Acceleraate delivers rapid integration between Salesforce Lightning and Amazon Connect, offering the ability for customer service agents to utilise the Amazon Connect CCP inside Salesforce, preventing unnecessary application switching, and saving time.

CTI for Salesforce and Amazon Connect includes:

Screen pop: When a known customer gets in contact by phone or webchat, the integration instantly pops the contact (or case) record, providing agents with a complete view of the customer’s history and data.

Click to call: Agents can place a phone call from any customer record in Salesforce, simply by clicking on the phone number.

Reporting & Analytics: Contact data from the contact trace record, including recordings and transcriptions can be posted-back to Salesforce to create a single version of the truth.

Presence Sync: With bi-directional synchronisation of agent state, you can control agent availability for different contact types.

Call Recording controls: We provide your agents with the ability to pause and resume Amazon Connect call recording from the CCP inside Salesforce. This enables compliance with various regulations including PCI DSS.

How long does it take?

Once you have provided our engineers with access to your AWS & Salesforce environments, we can have you up and running with CTI within 1-2 weeks.

About Acceleraate

Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.