Amazon Connect for Salesforce

Amazon Connect for Salesforce is a Manage Package that helps to configure Amazon Connect Computer Telephony integration with Salesforce, it’s a very simple process to receive incoming calls and make outgoing calls right from Salesforce. Now, don’t get confused between Amazon for Salesforce and Service Cloud Voice.

AWS Contact Center is seamlessly integrated with Salesforce by Amazon Connect for Salesforce whereas Service Cloud Voice provides a more sophisticated AI-powered feature on top of the Amazon Connect for Salesforce, but not limited only to AWS Contact Center. Service Cloud Voice provides support for other Partner Telephony and lets you create a Service Cloud Voice contact center that uses a telephony provider of your choice. I will talk about Service Cloud Voice in my next article.

Amazon Connect is a highly scalable, cloud-based contact center service. The Amazon Connect CTI Adapter is the Manage Package that is designed to provide complete cloud-based integration and workflow capabilities between Amazon Connect, Salesforce Service Cloud, and Sales Cloud.

The Amazon Connect CTI integration with Salesforce consists of two components:

  • A Manage package can be installed from the below link

https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH

  • An Application deployment at your AWS instance

https://serverlessrepo.aws.amazon.com/applications/arn:aws:serverlessrepo:us-west-2:821825267871:applications~AmazonConnectSalesforceLambda

The full set-up guidance can be found is in the below link

https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/notices/

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