Sold by: Slalom
Pre-built, production-ready integration between Amazon Connect and Salesforce Service Cloud Voice—delivering unified agent experiences with CTI screen-pop, automatic case linking, and omnichannel configuration out of the box.
Overview
"This accelerator provides a fully configured integration between Amazon Connect and Salesforce Service Cloud Voice, eliminating months of custom development. The solution includes complete telephony infrastructure (IVR routing, queue management, voicemail, callbacks, holiday management) deployed via Terraform IaC, plus a pre-built Salesforce data model with Voice Call records, CTI screen-pop, Knowledge integration, and case management workflows. Call routing rules automatically link Connect interactions to Salesforce records, giving agents instant context and reducing handle time.
Amazon Connect provisioned via Terraform IaC; CTI screen-pop with customer context; Automatic Salesforce record linking; Voice Call records and case management; Queue, voicemail, and callback flows; Holiday management and routing rules; CloudWatch monitoring and alerting"
Highlights
- Faster Time-to-Value — Pre-built integration eliminates months of custom development; deploy a unified agent experience in weeks
- Unified Agent Workspace — Agents see customer context instantly via CTI screen-pop, reducing handle time and improving CSAT
- Enterprise-Ready IaC — Complete Terraform automation enables consistent deployments across environments with full configuration documentation
Details
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