Service Cloud Voice

AI-Powered Insights

By combining Amazon Connect's AI capabilities with Salesforce Einstein, agents receive intelligent recommendations and next-best-action suggestions during calls. This AI-driven approach helps agents resolve issues faster and provide more personalized customer service

Omnichannel Routing

The integrated solution offers intelligent routing across multiple channels, including voice, chat, and email. This ensures customers are connected to the most suitable agent based on skills and availability, improving first-call resolution rates

Unified Agent Interface

Amazon Connect integrates seamlessly with Salesforce Service Cloud Voice, providing agents with a single interface for all customer interactions. This unified workspace eliminates the need to switch between systems, improving agent efficiency and reducing training time

Real-Time Transcription

The integration leverages Amazon Connect's Contact Lens to provide real-time transcription of voice calls directly within Salesforce. This feature enables supervisors to monitor conversations and offer immediate assistance, enhancing call quality and customer satisfaction

Cost-Effective Scaling

Amazon Connect's pay-as-you-go model integrates with Salesforce's licensing structure, allowing businesses to scale their contact center operations efficiently. This cost-effective approach eliminates the need for long-term contracts and helps optimize expenses

Enhanced Security and Compliance

The integration leverages AWS's robust security features and Salesforce's compliance standards. This combination ensures that customer data and interactions are protected across both platforms, meeting stringent industry regulations

Native CRM Integration

Voice calls are captured as Salesforce data objects, making reporting and analytics native to the CRM. This deep integration allows for comprehensive customer insights and more accurate performance tracking

Flexible Deployment

The combined solution offers various architectural mapping patterns to align with different business needs. This flexibility allows organizations to customize their contact center setup while maintaining a seamless integration between Amazon Connect and Salesforce

If you feel you're not fully leveraging your cloud contact center platform, reach out to us today! Our team of experts, with experience from Fortune 10 companies, is dedicated to helping you maximize your investment, streamline your sales processes, and achieve measurable business results. Let us elevate your cloud contact center experience and drive your success!