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CTI Data Connector 

The Amazon Connect integration will be available end of June 2020. System requirements could change.

 

CTI Data Connector for Salesforce® integrates directly in Amazon Connect cloud contact center.

 

 

Features

The voice part of the phone call is done via CTI Data Connector for Salesforce® in the Browser (WebRTC) - no software phone or desk phone is required. Users without Salesforce can use a the Amazon CCP Browser phone

Extensive routing / IVR options

Amazon Connect charges per second (in- and outbound calls, no basic fee per user)

Lightning Experience and Salesforce Classic including Sales and Service Cloud Console

 

Target Group

Amazon Connect is not a traditional phone system. It is a powerful Omni-Channel cloud contact center, with extremely flexible configuration options. It is most suited for the following use cases:
 

Call Center - also within large companies only one department can use amazon connect while other departments use a traditional phone system

Sophisticated call distribution and IVR is required

Users who work mobile and want to make calls from anywhere with Salesforce

No Software phone or desk phone should be used

 

Specifics to consider

Internal calls can be done only via an external number or per IVR

Voice Mail requires additional setup

Complex setup of the phone system

 

System Requirements

Latest Chrome or Firefox Browser

Account with Amazon Connect

Any device - Windows / MAC computer or tablet with a Browser Access to Salesforce (Salesforce Mobile App not supported)

 

Requires a CTI Data Connector for Salesforce® - Amazon Connect Add-On license