Amazon Connect - Salesforce Service Cloud Integration and CTI Adapter

Salesforce Cloud and Amazon connect

Overview: Augusto can help you get the most out of Amazon Connect. Our team will design, implement, and manage Amazon Connect and Salesforce to Elevate your call center with real-time customer data and operational insights. We will design, architect, and implement the Amazon Connect Salesforce CTI Adapter.

Before beginning the Amazon Connect and Salesforce Service Cloud Voice Setup and Implementation project, we assess your business needs and readiness. Next, we devise a strategy utilizing a combination of AWS services and Salesforce to implement the best solution. Our goal is to create a seamless transition or creation of your contact center to the cloud using Salesforce and Amazon Connect.

Let us help you create a contact center solution that brings together voice conversations, digital channels, and CRM data in real time utilizing Amazon Connect and Salesforce.

Benefits of AMAZON CONNECT and Salesforce CTI integration

Native Call Control powered by Amazon Connect within Service Cloud Real-time call transcription and sentiment from AWS AI/ML Streamline Omnichannel Operations to manage agents across all channels True omni-channel, managing presence across all channels Native voice analytics within Salesforce to accurately and efficiently measure KPIs

Features of the Amazon Connect and Salesforce CTI:

*Screen pop: If a known customer gets in contact by phone or chat, the CTI 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, and sentiment can be viewed in Salesforce to create a single version of the truth.

*Presence Sync: With bi-directional synchronization of status, you can control agent availability for different contact types.

*Call Recording controls: The ability to pause and resume Amazon Connect call recording from the CCP inside Salesforce. This enables compliance with various regulations.

How to Proceed Once you have provided engaged our team we will do a discovery and work with your team on setting up your AWS and Salesforce environments.