Deeply Integrate Amazon Connect & Salesforce to Enhance Customer Experiences

Kickstart your contact center with Aria Solutions’ simplified toolkit

The Aria Solutions Toolkit provides a solution for you to kick start your contact center project, by unifying every channel of customer engagement and presenting it in a single layer to the agent. Through a deep integration of Amazon Connect and Salesforce, the Aria Solutions Toolkit gives you sophisticated contact center capabilities without having to build custom connections in-house. These capabilities include the ability to synchronize agent presence – an indication of whether an agent is online and available to receive incoming tasks – between Salesforce Omni-Channel and Amazon Connect Voice. By doing so, you enable the automatic routing of specific work items to your most qualified team members, thereby maximizing the effective use of both platforms.

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  • Learn
  • Launch
  • Work with an APN Partner
  • Purchase
  • Get help
  • Learn
  • Learn

    Solution highlights:

    • Amazon Connect provides an easy-to-use, self-service solution for businesses looking to migrate their contact center to the cloud. Based on the same technology that powers Amazon’s customer service engagements around the world, Amazon Connect is battle-tested to support millions of customer interactions.
    • The Aria Solutions Toolkit for Amazon Connect improves your customer service by providing a deep integration between Amazon Connect and Salesforce, giving agents a centralized view of both systems

    Key features provided by this contact center solution:

    • Retrieve Salesforce data via AWS Lambda functions for tasks such as customer authentication and interaction routing decision parameters
    • Automatically create records in Salesforce via AWS Lambda functions defined in Amazon Connect routing strategies
    • Use Amazon Connect reports in the Salesforce reporting engine for tasks such as quality assurance scores and performance analysis
    • Choose between Amazon Connect capabilities or Salesforce Einstein and Sentiment Analysis to handle case management
    • Leverage disposition codes from Amazon Connect in Salesforce
    • Track interaction ownership across both platforms in one system of record
    • Synchronize Salesforce Omni-Channel presence with Amazon Connect
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    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

  • Launch
  • Launch

    You can launch the Arial Solutions' simplified toolkit for Salesforce and Amazon Connect utilizing an AWS Quick Start integration.

    The AWS Quick Start integrations for Amazon Connect follow best practices from AWS for the highest level of security and availability. You can deploy solutions, as needed, based on your demands and business objectives.

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  • Work with an APN Partner
  • Work with an APN Partner

    APN Partners offer consulting offers for Amazon Connect to help you quickly discover value from this solution. Follow these links to find more about these APN Partners and their consulting offers, and to request more information or support.

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  • Purchase
  • Purchase

    You are responsible for the cost of the AWS services used while running this Quick Start reference deployment. The AWS CloudFormation templates for this Quick Start include configuration parameters that you can customize. Some of these settings, such as instance type, will affect the cost of deployment.

    See the pricing pages for each AWS service you will be using for cost estimates.

    The Aria Solutions Toolkit is offered free of charge by Aria Solutions and is available for deployment through the AWS Quick Start.

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  • Get help
  • Get help

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

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    AWS Credits
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Learn more about Amazon Connect

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