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Amazon Connect Service Cloud Contact Center (SCC-AC) Documentation

website·Indexed 30 days ago

https://amazon-connect.github.io/amazon-connect-salesforce-cti/

Technical documentation for the Amazon Connect SCC-AC integration with Salesforce. Includes guides for installation, managed package upgrades, sandbox refreshes, and configuring AWS resources such as Lambda functions, IAM permissions, and contact flows. Covers messaging setup, Agentic AI (Amazon Connect Assistant), unified routing, and observability logging.

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What's inside Amazon Connect SCC-AC

  1. Overview of Amazon Connect and Salesforce Lightning integration components

    The integration between Amazon Connect and Salesforce Lightning consists of two primary components that must be installed and configured:

    1. The Amazon Connect CTI Adapter for Salesforce (a Salesforce package).
    2. The AWS Serverless Application Repository for Amazon Connect Salesforce integration (a set of Lambda functions deployed to the AWS environment).

  2. Overview of Salesforce Contact Center integration with Amazon Connect

    The Salesforce Contact Center integration with Amazon Connect enables the connection between Amazon Connect and Service Cloud Voice. This integration consists of two primary components that must be installed, configured, and operated to facilitate communication and data flow between the two platforms.

  3. Overview of AWS Serverless Application Repository for Salesforce benefits

    The AWS Serverless Application Repository for Salesforce enables the following integrations:

    • Salesforce Data Access: Allows the IVR to inject Salesforce data for personalized greetings, dynamic routing, and the ability to create, update, or delete Salesforce records based on customer choices.
    • Real-time and Historical Reporting: Displays Amazon Connect contact center metrics directly within Salesforce.
    • Contact Analytics: Uses AI to transcribe voice calls and analyze conversations for sentiment, keywords, syntax, and entities.

  4. Overview of Amazon Connect CTI Adapter Salesforce Package

    The Amazon Connect CTI Adapter (v5) allows the integration of an Amazon Connect cloud-based contact center with the Salesforce CRM platform. This integration enables businesses to deliver customer service at scale by connecting telephony capabilities directly within the Salesforce environment.

  5. Overview of sfInvokeAPI Lambda for Salesforce

    The sfInvokeAPI Lambda function (part of the AWS Serverless Application Repository for Salesforce) allows Amazon Connect contact flows to interact with Salesforce data. To use it, you must pass specific parameters to the Lambda function to define the operation and the target data. Core parameters include:

    • sf_operation: The operation to execute (e.g., lookup, create, update).
    • sf_object: The Salesforce object type (e.g., Case, Contact, Task).
    • sf_fields: The fields to be returned upon success.
    • sf_id: The unique identifier for a Salesforce object (primarily for updates/deletes).
    • sf_phone: The phone number used for phone lookup operations.

  6. Overview of Amazon Connect CTI Adapter benefits

    The Amazon Connect CTI Adapter provides the following capabilities within the Salesforce agent experience:

    • Voice and Chat: Support for taking voice and chat calls with advanced screen pops (based on phone number, case, account, or contact) and click-to-dial functionality.
    • Single Sign-On (SSO): Seamless login for both Connect and Salesforce using any standard SAML 2.0 provider.
    • Call Management: Configurable post-call workflows for call disposition and activity management.
    • Logging and Recording: Voice and chat interactions are logged as Salesforce activities; Amazon Connect recordings can be played directly within Salesforce.
    • Omnichannel Presence Sync: Synchronizes presence between Salesforce (chat, SMS, email) and Amazon Connect to prevent agents from receiving simultaneous contacts across platforms.
    • CTI Flows: Customizable behaviors for screen pops and activity management via CTI Flows.
    • High-velocity sales (HVS): Integration with Salesforce HVS to follow predefined sales cadences and prioritized prospect lists.

  7. Overview of Amazon Connect Contact Channel Analytics

    The AWS Serverless Application Repository for Salesforce provides post-call processing using the Contact Trace Record (CTR) to bring recording data into Salesforce. Available quality analytics options include:

    • Call Recording Streaming: Streams audio files directly into Salesforce.
    • Recording Transcript: Converts recordings to text for visual conversation scanning. This is a prerequisite for AI-Driven Contact Analysis.
    • AI-Driven Contact Analysis: Uses Amazon Comprehend for advanced analysis, including Sentiment Analysis, Keyphrase Extraction, Language Detection, Custom Entities, and Syntax Analysis.

  8. Overview of Amazon Connect and Salesforce Lightning Integration

    The integration between Amazon Connect and Salesforce Lightning consists of two primary components: the Amazon Connect CTI Adapter for Salesforce (a Salesforce package) and the AWS Serverless Application Repository for Amazon Connect Salesforce integration (a set of Lambda functions deployed to the AWS environment).

  11. Understand Amazon Connect and Salesforce Presence Sync

    The CTI Adapter supports bidirectional synchronization of agent states between Amazon Connect and Salesforce Omni-Channel. This allows administrators to control agent availability across different media types based on their current state.

    Prerequisites:

    • Salesforce Omni-Channel must be configured.
    • The CTI Adapter must be explicitly configured to allow Presence Sync (it is not enabled by default).
    • After the Salesforce Winter ’22 Release, users must have the View Setup and Configuration OR View DeveloperName permission via a profile or permission set.