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.

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.

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.