15/08/2020
Amazon Connect - Cloud Contact Center
CTI Data Connector for Salesforce offers a new integration into the Cloud Contact Center of Amazon Connect. It is best suited for Service and Sales and for organizations, where users work in different locations or at home.
Browser-based phone (WebRTC) – just log- in into Salesforce and make phone calls
Smart IVR - complex IVR setups, dynamic IVR with text to speech
Skill-based routing or routing based on Salesforce data with Automatic Call Distribution for Salesforce
Pre-recorded voice mail - Leave pre-recorded voice mail messages with a mouse click
Local phone numbers - Signal a local country-specific phone number for outbound calls. Offer local phone numbers for inbound
Real-time metrics - about Queues, Agents or routing profiles
Call Recording - Automatically record a call – ask for permission using IVR
Voicemail - by e-mail with text transcription
Callback - the caller can leave a phone number and get a callback
Using artificial intelligence of Amazon Lex chatbots, you can automate phone interactions using natural conversational language. Perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language.
The Machine Learning analytics of Contact Lens can understand the sentiment, trends, and compliance of customer conversations.
Amazon Connect – no basic fees – pricing is based on call usage (inbound/outbound) or service usage.
CTI Data Connector for Salesforce with the Amazon Connect Cloud Contact Center works on Salesforce Sales and Service Cloud, Lightning and Classic.
