CTI Data Connector 

 

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 - can be combined with Automatic Call Distribution for Salesforce

•Real-time metrics about Queues, Agents and routing profiles

•Dynamic voice announcements with Text to Speech

•Calls can be automatically recorded

•Voice Mail                

•Leave a Pre-Recorded voicemail messages for outbound calls

•Callback option if someone waits too long in a queue

•Post-Call Survey

•Amazon Lex chatbot - Automate phone interactions using natural conversational language

•Call transfer and conference call

•Lightning Experience and Salesforce Classic including Sales and Service Cloud Console

•Amazon Connect data center is available in various locations (can be selected during setup) - in Europe (Frankfurt, London), US West (Oregon) and East (N. Virginia) region, Asia Pacific (Singapore, Sydney, Tokyo)

•Local phone numbers are available for a lot of countries (click here - scroll down to Amazon Connect Pricing, select a data center)

•Automatically signal a local country specific phone number for outgoing calls

•Supervisor can listen into a call

•Single Sign On or Username / Password

•Pay as you go - Amazon Connect charges per second after the first minute (in- and outbound calls, no basic fee per user)

•99.99% availability

 

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 (e.g. to a mobile) or per IVR

•Voice Mail and other services like call recording require additional setup

•Setup of a contact center is more complex like a regular 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