An 'out of the box' integration providing cloud based PSTN and ACD capability for Salesforce agents. The Amazon Connect voice channel functions in unison with web and social channels via an embedded telephony soft-client within the salesforce agent experience. Screen pop ups within the salesforce desktop provide the context of calls and information including customer details and case history. Agents can also click to dial a number within their contacts. Supervisors have access to real-time views of call routing, agent calls and the ability to be notified of calls in progress that may require assistance or coaching. Easy access to Amazon Connect capabilities such as intelligent call routing, Natural Language IVR (Amazon Lex), voice recording and sentiment analysis. The ability to build personal and dynamic customer experiences based on data retrieved from CRM via API calls.
Service Cloud Voice licensing is purchased from Salesforce. Contact your Salesforce representative for pricing. List pricing is available here
Simplify Contact Centre telephony purchasing, setup and management. Legacy PBX/Contact Centre equipment can be removed along with the need to jump between unconnected platforms.
Provide an enhanced customer service and employee engagement experience by enabling integrated workflow capabilities between Amazon Connect and Salesforce
Effectively route and resolve customer issues by increased self-service using A.I and automation
Store and report on all voice and digital contacts within the Salesforce console