We spent time with our client understanding their challenges so we could document their requirements.
Then we presented our proposal of Amazon Connect as a soft phone within Salesforce Service Cloud.
Amazon Connect is a self-serve, on-demand, cloud-based contact centre service. Using the Amazon Connect CTI Adapter for Salesforce, we configured the integration with Salesforce to interrogate their contact records. We stored call recordings in Amazon’s Cloud.
We created contact flows to guide the caller through Interactive Voice Response (IVR) options and route calls to the right people.