Building a Fully-Integrated Contact Center with Amazon Connect and Salesforce
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services.
Having experience building customer engagement functionality in Salesforce that only supports digital channels, our team realized that Amazon Connect and its voice-based channel was a natural fit. So, this was the obvious first place for Aria to invest in to provide customers with a fully-integrated contact center.
Bridging the silos with pre-built components
No one wants to have their technology run in silos. By integrating both cloud-based solutions, organizations can:
- Improve customer experiences by properly managing customer interactions across voice and digital channels
- Improve employee productivity by automating tasks and reducing the number of screens they must use to handle customer interactions
- Gain full visibility of how well the contact center is meeting customer demand
This is an advanced adapter that’s using Salesforce’s Open CTI, which brings Amazon’s Contact Control Panel right into Salesforce. The toolkit offers out-of-the-box integration between Salesforce and Amazon Connect, which is built on industry best practices. Agents can receive and control the calls and see customer information right within Salesforce – the same place where they handle digital channels.
As part of this integration, the toolkit migrates Amazon Connect call data into Salesforce, for all interaction data to reside in one place. Providing contact center managers with a clear view of their operations across all channels.
Other AWS applications that are often used in the contact center, such as Lex bot data, and transcriptions with Amazon Transcribe, are also made available right within Salesforce.
Not only does it provide some great features out-of-the-box, it’s also meant to be customizable and extensible, by giving you the rights to copy and modify almost all pieces of code to adjust the functionality to your own needs.
Another option to consider is Aria’s Legato, which includes all the same functionality as the free toolkit plus a customizable softphone. It is a packaged and fully supported product that includes automatic upgrades and will soon be available on the Salesforce AppExchange.
This option lets organizations skip the internal development stage and go straight to a supported product – should that be the desired path.
Making your customer engagement center even more advanced
Aria has over 20 years of contact center experience and a depth of knowledge on how everything interconnects as a single solution.
If you want to add more functionality to improve customer and employee engagement in an efficient manner, here are some service options:
- Setup of Amazon Connect
- Voice and digital bots with Lex
- Integration of industry-leading CRM and WFM tools
- Advanced functionality provided by Amazon Connect partners, such as advanced sentiment analysis, dynamic phone numbers, fraud detection, and in-session SMS