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.