Key value and benefits span across two pivotal capabilities that are central to contact center operations:

Channels – Unify native and custom channels to deliver a seamless experience.

• Connect all channels on a single platform for agents, integrating voice and chat from Amazon Connect and email and web from Salesforce.
• Boost agent productivity with AI and automation, leveraging AI-powered recommendations, insights, and workflows.
• Access contextual data in a unified workspace that enables service representatives with the data and tools needed to deliver 360-degree personalized service across channels, while boosting operational efficiency and customer experience.

Routing

• The unification of routing for voice and digital channels can occur in AWS or Salesforce, based on your preference and needs. For example, service agent experience may be in Salesforce while internal IT helpdesk users may work in Amazon Connect.
• Routing through AWS enables AWS Workforce Management, providing customers the ability to use forecasting and scheduling capabilities.

The joint Salesforce and Amazon Connect innovation partnership has evolved rapidly – from CTI to native integration with Service Cloud Voice, and now to unified channels with SCC-AC. This native integration delivers improved outcomes across key metrics , including CSAT, agent productivity, service quality, average handle time, and more. These significant benefits should be a priority for organizations looking to enhance their customer service operations.

As a leading Salesforce and Amazon Connect partner, Thunder is uniquely positioned to help customers develop and implement strategic roadmaps that maximize these capabilities.