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Introducing the Salesforce Contact Center - Amazon Connect
Written by Yaron Wilf, VP Service Cloud Practice at Thunder
Thunder is thrilled about the Salesforce Contact Center – Amazon Connect!
Salesforce and Amazon Connect recently announced the launch of Salesforce Contact Center – Amazon Connect which extends the integration of the products beyond Voice to include Chat, SMS, and more.
As a leading Salesforce Service Cloud and Amazon Connect partner with over 60 Service Cloud Voice projects, we at Thunder are very excited about this next chapter of innovation and the value it brings to customers. The native integration enables customers with the flexibility of creating a unified service experience using the best of both platforms:
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 every channel on a single platform for Agents. For example 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.
- Contextual date in a unified workspace that enable service reps with the data and tools needed in a single console to deliver 360 personalized service across channels, improve operational efficiency, and customer experience.
Routing
- The unification of routing for voice and digital channels can occur in AWS or Salesforce, depending on preference and needs. For example Service Agent experience may be in Salesforce while internal IT helpdesk users may work in Connect.
- Routing via AWS enables AWS Workforce Management, providing customers the ability to use forecasting and scheduling capabilities.
The joint Salesforce and Amazon Connect innovation journey has been rapid with Voice going from CTI to native integration with Service Cloud Voice, and now unifying channels with SCC-AC providing greater outcomes around agent and customer experience KPIs such as CSAT, productivity, quality of service, average handle time, and more. This is a huge benefit customers should prioritize.
As a leading Service + Amazon partner, Thunder is in an excellent position to help our customers define and create a roadmap for taking advantage of these benefits.
To learn more contact the Service experts at Thunder today!
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