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Key Benefits and Requirements

The key benefits of Salesforce Contact Center with Amazon Connect are:

  • Feature: Extend your contact center to any custom digital channel - natively integrate Amazon Connect Chat (web chat, SMS, social channels) with Service Cloud Digital Engagement
  • Feature: Enhance productivity with a unified agent experience - enable the Amazon Connect in-app, web, and video calling experience within the agent console
  • Feature: Unify end-to-end routing for all channels - route all channels including voice, cases, and chat with Salesforce Omni routing flows or Amazon Connect routing
  • Feature: Easier self-service setup - easier self-service setup and configuration with Service Cloud Voice and Amazon Connect as the default contact center

Requirements

  • Salesforce Service Cloud Voice and Digital Engagement license.
  • Installation of latest version of Service Cloud Voice – BYOA (Bring Your Own Amazon) with Digital Engagement.
  • Onboarded into beta program and Salesforce org enabled within SCV to install SCC-AC.