Amazon Connect Customer & Salesforce Integration

Reduce friction for your workforce, increase visibility for operations, and reduce siloed data. Premier NX helps organizations integrate Amazon Connect Customer with Salesforce so customer information, interaction data, and agent workflows work together inside a more unified CX operating model.

What’s included

• Amazon Connect Customer and Salesforce workflow discovery
• CTI / embedded agent experience planning
• Screen pop and customer lookup logic
• Customer profile matching for single match, duplicate match, and no match scenarios
• Click-to-dial and inbound call handling workflow support
• Automatic call activity logging where applicable
• Contact attributes, queue data, call outcomes, and interaction details mapped into Salesforce
• Optional AI summary, sentiment, transcript, and recording link capture where applicable
• Testing, validation, launch support, and stabilization
• Optional post-launch managed services for optimization and enhancements

How we deliver

Premier NX follows a structured delivery approach: discovery and requirements, workflow mapping, integration design, configuration/build, testing, launch stabilization, and optional ongoing optimization. The goal is to reduce agent friction while improving the quality of Salesforce-based CX reporting.

Built for teams that

• Use Salesforce as their primary CRM or service platform
• Are implementing or already using Amazon Connect
• Need agents to manage interactions with stronger customer context
• Want call data and case activity captured more consistently
• Need integration support beyond basic platform configuration