Amazon Connect + Salesforce CRM: Make the connection

What happens when you combine the powerful contact center capabilities of Amazon Connect with the extensive customer relationship management (CRM) features of Salesforce? Magic! Bring these two systems together for elevated employee efficiency and customer service levels. TTEC Digital can help you get started.

The problem with siloed systems

Agents can’t see information about the calls they’re fielding through Amazon Connect and the vital customer data housed in Salesforce at the same time. Toggling between screens and manual data entry is a costly and time-consuming workaround that hinders the scalability of your customer service. Plus, the disconnect means they’re missing out on valuable customer information that could help them better understand customers’ problems, offer more personalized service and even increase sales.

The solution

Luckily, the solution to the Salesforce and AWS disconnect is simple. A connector like TTEC Digital’s Amazon Connect CTI Adapter for Salesforce enables deep integration between the two platforms and places phone, digital channels and CRM data in one central console for a unified and intelligent service experience.

Why Amazon Connect and Salesforce are better together

At the highest level, integration between these systems means users can access a softphone from within Salesforce. But why is that a good thing? For one, caller ID is a huge benefit. With the connector, you can authenticate a caller within the interactive voice response (IVR) system. Or, when someone calls from a known number, their Salesforce record can pop up on the screen. You can also configure many different on-ring behaviors to support a broad range of goals like automatic call logging or new lead creation.

In addition, with the CTI Adapter for Salesforce, you get:

• Seamless call control and management
• Click-to-call functionality
• Screen pop with call and customer information
• Trend and insight identification within text

Industry use cases for an Amazon Connect and Salesforce CRM connection

While any business using both Amazon Connect and Salesforce can benefit from tighter integration, certain industries have even more to gain:

• Healthcare. Agents have a secure means to verify caller identity, which helps maintain HIPPA compliance.
• Financial Services. Security questions and caller authentication can seamlessly integrate for better fraud prevention and customer security.
• Retail. With all customer information at their fingertips, agents can better understand callers’ needs and companies can address problems proactively.

Amazon Connect + Salesforce – a dynamic duo

When the two pillars of your tech stack work together, the results are transformative. Higher agent productivity, faster customer resolutions and more proactive troubleshooting are just a few of the benefits businesses see from the Amazon Connect CTI Adapter for Salesforce.