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

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.