The key benefits of the adapter include:
Amazon Connect Voice and Chat: ability to take voice and chat calls in the salesforce agent experience and advanced screen pop on the incoming phone number, case, account or contact. Agents can also click to dial a number within their contacts.
Single Sign-On support: seamless login with Connect and Salesforce with any standard SAML 2.0 provider.
IVR data dips: easily inject salesforce data into the customer experience. Businesses can offer personalized greetings and dynamic routing based on customer information.
Call disposition and activity management: configure post call workflows to support your Agent's after call work.
Omnichannel Presence Sync: enable Salesforce chat, sms and email to share presence with Amazon Connect. Amazon Connect will know when an agent is handling a Salesforce chat and make them unavailable for a voice call, and vice versa.
Call logging and recording: Voice and chat interactions can be logged as Salesforce activities and Amazon Connect call recordings can be played within the Salesforce.
Contact center real-time reports: display real-time contact center metrics within Salesforce from Amazon Connect.
Contact center historical reports: display historical contact center metrics within Salesforce from Amazon Connect.
Lightning CCP extensions: easily customize and extend behaviors within the CTI Adapter such as screenpop and activity management. Default scripts along with the API guide provide key examples.
High-velocity sales (HVS): using Salesforce HVS, enable your inside sales team to follow a repeatable pre-define sales cadence for your business. It enables sales managers and reps to work on prioritize list of prospects and follow best sequence of sales outreach activities defined by your sales process.
We recommend that you initially install the package into your Salesforce sandbox. After the package is installed, you can configure your Salesforce Call Center configuration within Salesforce.
The next step is to allowlist your Salesforce Visualforce domain within your Amazon Connect Approved Origins. This allows cross-domain access to your Amazon Connect instance.
If you want to quickly get setup with basic CTI capabilities in Lightning, we suggest you walk through our Salesforce trailhead available at https://sfdc.co/Amazon-Connect.
To successfully create, configure, and implement the Amazon Connect CTI Adapter for Salesforce, you must ensure that the requirements and prerequisites described in this section are in place before you start.
To install the Amazon Connect CTI package, you must:
Have a running instance of Salesforce Classic, Salesforce Console, or Lightning Experience
Create an Amazon Connect instance (https://aws.amazon.com/connect/)
Amazon Connect requires WebRTC to enable soft-phone voice media stream and Websockets to enable soft-phone signaling. Consequently, users are required to use the latest version of either Google Chrome or Mozilla Firefox. For more information, please see the Amazon Connect documentation (https://aws.amazon.com/connect/resources/#Documentation)
Please note that following features are currently not supported in Salesforce Lightning:
Outbound Campaign Calls using Salesforce Omni can be routed to the agent, but the automated screen pops and the dialing of the phone number will not work. The agent will have to click on the record links to open the records and use Salesforce's Click-to-Dial feature to make the phone call.
Lightning Standard Navigation is not currently supported in App Options for the Amazon Connect CTI Adapter. Console navigation is fully supported.