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.
Contact centers are commonly integrated with CRMs for looking up customer details, performing screen-pops, and/or updating contact records. To accomplish this, ready-made CTI connectors can be easily configured. Alternatively, CTI connectors can be developed to integrate custom CRMs and other third-party systems.
AWS offers a solution that provides the combination of speech-to-text transcription, multi-language translation, and insights for agents and supervisors all in real time.
Adapter for Salesforce blog