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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
- Industries
- Horizontal Product
- Business Need
- SalesCustomer ServiceIT & Administration
- Requires
- Service Cloud
- Compatible With
- Sales CloudService Cloud
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.
Compatibility
- RequiresThis solution requires these products in order to work. Before you implement the solution, check that you have these products.
- Service Cloud
- Compatible WithThis solution is tested to work with and extends the value of these products, but doesn't require them.
- Sales CloudService Cloud
- Salesforce Editions
- ProfessionalEnterpriseUnlimitedDeveloperEssentials
App Details
- Version
- Salesforce Contact Center with Amazon Connect/ver 2.9.1 2.9.1
- Listed On
- 03/17/2025
- Latest Release
- 07/14/2026
- Supported FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.AgentforceAgentforce 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 MoreMultiple CurrenciesSupports Salesforce orgs that use Multiple Currencies.Person AccountsSupports Salesforce orgs that use Person Accounts.Salesforce ShieldSupports Salesforce orgs that use Shield.Sales ProgramsSupports Sales Programs, which provides sales teams with AI-powered coaching, actionable insights, and automated program delivery. Learn MoreManaged PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.Lightning App BuilderReady to use in the Salesforce Lightning App Builder.Salesforce MobileSupports Salesforce for iOS and Android.
- No LimitsLightning ReadyAgentforceMultiple CurrenciesPerson AccountsSalesforce ShieldSales ProgramsManaged PackageLightning App BuilderSalesforce Mobile
- Package ContentsIf 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: 9Custom Tabs: 2Custom Apps: 0
- Lightning Components
- Global: 8App Builder: 1Community Builder: 0
- Languages
- English
Security
Additional Details
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.
Need help?
Amazon Web Services (Partner Network)
Seattle, WA, US
https://aws.amazon.com/contact-us/