Amazon Connect offers powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.
Call recording
Amazon Connect also supports integrated call recording for agent evaluation.
Amazon Connect Customer Profiles
Brings information together from multiple applications into a unified customer profile to empower automated interactions and help your agents improve customer service.
integration
Extensive ecosystem of technology partners to provide integration ,that can be quickly deployed in just a few simple steps.
The Amazon Connect CTI Adapter for Salesforce provides the core integration between the two platforms. It embeds the Amazon Connect Contact Control Panel into Salesforce which provides telephony control as well as access to event data coming from Amazon Connect. Forecasting predicts customer service contact volumes with high accuracy in your contact center. It helps to improve capacity planning and agent scheduling.
Lets You Build Reliable and Inexpensive Automatic Calling Services. Efficient tools in one UI to deliver productive customer conversation and improve CAST.
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High-level intelligent and embedded outbound communication. Facility to accommodate tens of thousands of agents operating from anywhere.
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Simple self-service and contact flow builder defines the customer experience with your contact center from start to finish.
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How Amazon connect integrates with Salesforce?
Install the Amazon Connect CTI Adapter
Configure your Salesforce Call Center.
Whitelist Your Salesforce’s Visualforce Domain.
It ready now!!
Features
Only pay for what you use with pay-as-you-go pricing.
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Predictive dialer
This is designed to automatically call customers in a list while throttling outreach based on agent availability, as part of high-volume outbound communications capabilities.
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Sample Amazon Connect Wisdom
Provides the information you need to help reduce the time your agents spend on answers and improve customer
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Contact Lens for Amazon Connect
Enables you to better understand the sentiment, trends, and compliance of customer conversations in your contact center.
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Amazon Connect Voice ID
Amazon Connect Voice ID provides real-time caller authentication and fraud risk detection which make voice interactions in contact centers more secure and efficient
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Agent application
Amazon Connects agent application consolidates all agents features into one easy to use experience, helping to save your agents valuable time and increasing their productivity.
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The Contact Control Panel
Provides a single, easy to use communication interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks.
Benefits of amazon connect integration with salesforce.
Target on-call productivity with Einstein intelligence.
Increase customer satisfaction with hyper-personalized service.
Reduce average call handle times with AI-powered recommendations.
Expedite call resolution with intelligent telephony.
Improve training with real-time insight for supervisors.
Amazon Connect CTI Adapter for Salesforce Services and Sales Cloud.
Automates contact center telephony functions like click-to-dial.
With only a few clicks in the AWS Management Console, agents can take calls within minutes.
Drag and Drop Contact Flow Editor lets you create effective and efficient customer interactions.
