Amazon Connect and Salesforce
Amazon Connect is a cloud based, omni-channel contact centre solution that seamlessly integrates with other Amazon Web Services technologies and Salesforce, to deliver a single, common platform experience for your employees and customers. It provides a comprehensive and efficient contact centre experience.
Core Build Amazon Connect CTI to Salesforce Service Cloud – Quick Start Offer
We will start with a free of charge discovery exercise, including a half day workshop.
To get you up and running quickly, Alscient can deliver Amazon Connect integrated to your Salesforce Service Cloud within 2 weeks for £5,000.
We will deliver the following components:
Technology
Amazon Connect
Partner
Amazon
Description
Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact centre technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Technology
Amazon Connect CTI Adapter for Salesforce
Partner
AWS
Description
The core functionality of the Amazon Connect CTI Adapter provides a WebRTC browser-based Contact Control Panel within Salesforce, consisting of two components:
1. A managed Salesforce package.
2. An AWS Serverless application deployed to your AWS environment.
With those components, you can build a deep integration between the Amazon Connect contact centre platform and Salesforce.
The benefits:
• Painless, simple installation for those with an immediate need
• The ability to stand up a contingent low cost overflow contact channel quickly for those seeing increased call volumes
• A springboard to a fully featured best of breed contact centre solution
• An entirely cloud based solution increasing workforce flexibility
Plug and Play Supplementary Services to extend the Core Build to meet your specific needs and drive excellence in Customer Service
Amazon Connect also offers additional add-on functionality to customise and enhance the customer experience and deliver improved business outcomes. These complementary solutions include the ability to provision a virtual desktop, support robotic process automation and push call records to a data warehouse.
Amazon Lex
Partner: Amazon
Amazon Lex is a service for building conversational interfaces into any application using voice and text. Powered by the same deep learning technologies as Amazon Alexa.
AWS Lambda
Partner: Amazon
This is used as the primary mechanism for performing data dips into supporting systems.
Amazon Transcribe
Partner: Amazon
Used to convert the call recording into text.
Amazon Translate
Partner: Amazon
Used to translate call recordings into other languages.
Amazon Comprehend
Partner: Amazon
Used to perform a sentiment analysis against call recordings and to understand the gist of the conversation which can in turn be used to drive the next best action.
Amazon API Gateway
Partner: Amazon
Used to stream call transcripts back into Salesforce.
Amazon S3
Partner: Amazon
Used to securely store the call recordings.
Amazon WorkSpaces
Partner: Amazon
Provides a cloud hosted desktop environment.
Amazon Sagemaker
Partner: Amazon
Provides Machine Learning functionality.
Amazon Redshift
Partner: Amazon
Provides a cloud hosted data warehouse solution
Salesforce
Partner: Salesforce
Salesforce Service Cloud is the marketing leading Contact Centre Solution can be easily configured to drive customer satisfaction across your business.