MenuAgentExchange
SalesforceSlack

Help & Support

Elevate Your Agents with AgentExchange Solutions
Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

Amazon Connect CTI Adapter: CTI | Contact Center | IVR | ACD | Call Recording

By Amazon Web Services (Partner Network)

Bring the Power of Intelligent CTI to Salesforce Service Cloud

Free  

Never requires payment

Try It
Industries
Horizontal Product
Professional Services
Travel, Transportation, & Hospitality
Business Need
Customer Service
Agent Productivity
Telephony
Requires
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Experience Cloud
Compatible With
Experience Cloud
Marketing Cloud Engagement
Financial Services Cloud

The newly updated Amazon Connect CTI Adapter v5 makes it easy to use your Amazon Connect contact center with Salesforce to deliver engaging service with lower cost at any scale. Amazon Connect is cloud-based, self-service, and can be set up in minutes.

  • Amazon Connect CTI Adapter for Salesforce Overview and Demo

  • AWS re:Invent 2020: Pushing contact center boundaries with Salesforce and AWS

  • Introducing Amazon Connect

  • Amazon Connect CTI Adaptor

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Experience Cloud
Compatible With
This solution is tested to work with and extends the value of these products, but doesn't require them.
Experience Cloud
Marketing Cloud Engagement
Financial Services Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Force.com
Developer

App Details

Version
Amazon Connect - Universal Package/Summer 2026 5.32.0
Listed On
08/24/2017
Latest Release
06/19/2026
Supported Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Community Builder
Ready to use in the Salesforce Community Builder.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Salesforce Shield
Community Builder
Managed Package
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 31
Custom Tabs: 12
Custom Apps: 2
Lightning Components
Global: 13
App Builder: 3
Community Builder: 1
Languages
English
French
German
Italian
Japanese
Korean
Portuguese
Simplified Chinese
Spanish
Traditional Chinese

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
5.23.3
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
06/26/2024

Additional Details

App by Amazon Web Services As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance. The integration of Amazon Connect and Salesforce Service Cloud combines the technology that powers Amazon.com’s global contact centers with the world’s #1 CRM platform. The built-in joint capabilities of Amazon Connect and Salesforce Service Cloud provide everything you need to build a complete, personalized experience through a single integration. Amazon Web Services and Salesforce provide scale and a pace of innovation to help you grow and evolve your contact center solution with your business’ and your customers’ needs.

Need help?

Amazon Web Services (Partner Network)

Seattle, WA, US

https://aws.amazon.com/contact-us/

Other ResourcesEmailTerms & Conditions