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Salesforce Contact Center with Amazon Connect (SCC-AC): Contact Center | IVR

Transform your customer experience (CX) at scale with Amazon Connect

Partner of the Year

Overview

Salesforce Contact Center with Amazon Connect integrates native digital and voice capabilities into Salesforce Service Cloud, delivering a unified experience for agents, streamlining operational efficiency and enhancing customer service interactions.

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  • Natively integrate Amazon Connect Chat (web chat, SMS, social channels) with Service Cloud Digital Engagement

  • Enable the Amazon Connect in-app, web, and video calling experience within the agent console

  • Route all channels including voice, cases, and chat with Salesforce Omni routing flows or Amazon Connect routing

  • Easier self-service setup and configuration with Service Cloud Voice and Amazon Connect as the default contact center

With Salesforce Contact Center with Amazon Connect, companies can now seamlessly integrate their Salesforce CRM data and agent experience with Amazon Connect’s leading voice, digital channels, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences across Amazon Connect voice and chat, quickly solving issues. For more complex inquiries, the seamless transition from self-service to agent-assistance connects customers to the right agent, who has a unified view of the customer’s data, issue, and interaction history in Salesforce Service Cloud. Integrated data and APIs empower agents with Amazon Connect Contact Lens real-time voice transcripts and supervisors with call monitoring in Salesforce Service Cloud. Salesforce admins can quickly deploy and configure an integrated contact center solution in minutes with Amazon Connect voice, digital channels and routing of Salesforce cases.

Amazon Web Services (Partner Network)'s Achievements

Strategic Technology

Go-to-Market / Marketplace

Learn More

Categories

Business Needs
Sales
Customer Service
IT & Administration
Industries
Horizontal Product
Personas
Administrator
Business User
Service Agent / Supervisor
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.
Agentforce
Agentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn More
Multiple Currencies
Supports Salesforce orgs that use Multiple Currencies.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Sales Programs
Supports Sales Programs, which provides sales teams with AI-powered coaching, actionable insights, and automated program delivery. Learn More
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
Salesforce Mobile
Supports Salesforce for iOS and Android.
No Limits
Lightning Ready
Agentforce
Multiple Currencies
Person Accounts
Salesforce Shield
Sales Programs
Managed Package
Lightning App Builder
Salesforce Mobile

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