Unleashing Customer Power: Integrating Amazon Connect with Salesforce
In today’s customer-centric landscape, seamless communication across channels is paramount. Customers expect a unified experience, regardless of whether they call, chat, or email. This is where integrating your contact center solution, Amazon Connect, with your CRM powerhouse, Salesforce, becomes a game-changer.
By bridging these platforms, you empower agents with real-time customer data, streamline workflows, and ultimately, elevate customer experience using a unified CX approach.
Benefits of Integration
A well-integrated Amazon Connect and Salesforce offer a treasure trove of advantages such as:
- Customer Data Population: Upon contact initiation, Amazon Connect can pass caller parameters for Salesforce to automatically fetch the relevant customer information within the Salesforce, giving agents a 360-degree view of the customer.
- Call Logging and Case Creation: Calls are automatically logged in Salesforce, creating cases for further action or reference. Agents can update case details directly within the Salesforce.
- Task Creation: Agents can create tasks within Salesforce, such as scheduling follow-up calls or sending emails, directly from the Salesforce.
- Omni-Channel Routing: Integrate other customer touchpoints, such as chat and email, into the mix. Route inquiries to the most qualified agent based on skills and customer data.
This blog article delves into the exciting world of Amazon Connect and Salesforce integration, exploring its benefits, functionalities, and the step-by-step setup process.
Setting Up the Integration
The integration process involves configurations on both the Amazon Connect and Salesforce sides. Odea integrations has broken down the integration steps as below:
- Click ⦁ this link or search for the ID “04t4p000001wt6eAAA” in AppExchange.
- Click "Get It Now" and log in with your Trailblazer account.
- Choose the Org where you want to install either "Install in Production" or "Install in Sandbox".
- Click "Confirm and Install".
- Log in to Salesforce with your org credentials.
- Select "Install for Admins Only" and click "Install".
- Wait for the installation to complete. A confirmation page will appear, and an email will be sent to the address associated with your Org.
a. Open Setup in Salesforce:
- Go to Setup.
- Copy the URL in the browser and save your domain (e.g., ⦁ https://yourdomain-dev-ed.lightning.force.com).
b. Configure Visualforce Pages:
- In Setup, enter "Visualforce Pages" in the Quick Find box.
- Click the AC_LightningAdapter link and then click the "Preview" button.
Copy the preview link URL for later use.
c. Configure Call Center:
- In Setup, enter "Call Centers" in the Quick Find box.
- Click into your new call center AC Lightning Adapter and click "Edit".
- Replace the CTI Adapter URL with the Lightning Adapter URL saved earlier and click "Save".
d. Manage Call Center Users:
- In the AC Lightning Adapter setup page, click "Manage Call Center Users".
- Click "Add More Users".
- Set search criteria to find your Salesforce user and click "Find".
- Check the box next to your username and click "Add to Call Center".
e. Assign Amazon Connect Permission Sets:
- In Setup, enter "Permission Sets" in the Quick Find box.
- Click AC_Agent > "Manage Assignments" > "Add Assignments".
- Check the box near your name and any other users, then click "Assign" and "Done".
a. Activate the Console Softphone:
- In Setup, enter "App Manager" in the Quick Find box.
- In the Service Console, click the disclosure triangle and click "Edit".
- Click "Utility Items" and then "Add Utility Item".
- Select "Open CTI Softphone" from the list of components, then click "Save" and "Back".
b. Configure ACLightningAdapter Record:
- Open the AC CTI Adapters object from App Launcher.
- If Recently Viewed is selected, switch to All and click on ACLightningAdapter.
- If you cannot find ACLightningAdapter, create a new record with the following attributes:
- CTI Adapter Name: ACLightningAdapter
- Amazon Connect Instance: your Access URL to Amazon Connect
- Call Center Definition Name: ACLightningAdapter
- Softphone Popout Enabled: Checked
- Presence Sync Enabled: Checked
- Save the record.
c. Configure Cross-Domain Access:
- Log into AWS Console and navigate to Amazon Connect.
- Click your Instance Alias.
- Click "Approved origins" and add your Org domain (e.g., ⦁ https://yourdomain-dev-ed.lightning.force.com).
- Add another domain for your call center (e.g., ⦁ https://yourdomain-dev–amazonconnect.visualforce.com).
a. Sign into Amazon Connect from Service Console:
- Click the Phone utility bar at the bottom of Service Console and click "Sign In to CCP".
- Sign in using your Amazon Connect instance credentials.
b. Make an Outbound Phone Call:
- Open an Account or Contact record with a phone number.
- Click the phone number to make an outbound call.
- Answer the call and then click "End Call".
- Complete follow-up activities in AfterCallWork status and click "Close contact".
c. Receive an Inbound Phone Call:
- Set your status to "Available".
- From another phone, call the number claimed in Amazon Connect.
- Follow the voice prompt to get connected.
- Accept the call in the Softphone utility bar and then click "End Call".
Challenges, Pitfalls and Workarounds:
After setting up the Call Center, a final configuration of the CTI Adapter is necessary to tie the Lightning CTI adapter settings to the Call Center. Follow these steps carefully to ensure proper setup.
a. Log in to Salesforce:
- Navigate to your Salesforce org.
- Open the Service Console.
b. Edit Navigation Items:
- Expand the navigation menu by selecting the down arrow.
- Choose "Edit."
c. Add More Items:
- On the "Edit Service Console App Navigation Items" page, select "Add More Items."
d. Add AC CTI Adapters:
- Select the "+" next to AC CTI Adapters.
- Click the "Add 1 Nav Item" button.
e. Reorder Navigation Items (Optional):
- If desired, move the AC CTI Adapters button up or down in the navigation items menu by dragging it.
- Click "Save" to save changes.
f. Select AC CTI Adapters:
- From the navigation menu, select AC CTI Adapters.
g. Change List View:
- From the navigation menu, select AC CTI Adapters.
a. Check for Existing Entry:
- If an ACLightningAdapter entry exists, select it.
- If no ACLightningAdapter entry exists, click the "New" button to configure your AC CTI adapters.
b. Fill Out or Confirm Details:
- CTI Adapter Name: ACLightningAdapter
- Amazon Connect Instance: Enter the URL of your Amazon Connect Instance (if your Amazon Connect instance uses the https://(instancename).awsapps.com/connect/login domain, remove everything after ".com").
- Amazon Connect Instance Region: Enter the region code where your Amazon Connect instance is deployed (e.g., us-east-1 for US East (N. Virginia)). Refer to the ⦁ AWS Service Endpoints reference for a list of region codes.
- Call Center Definition Name: ACLightningAdapter (This is the value of the Internal Name in the call center definition).
c. Default Settings:
- Leave all other settings at their default values.
- Click "Save."
d. Refresh Browser:
- Refresh your browser to apply changes.
Conclusion
Integrating Amazon Connect with Salesforce empowers you to deliver an exceptional customer experience. By streamlining workflows, personalizing interactions, and leveraging data-driven insights, you can elevate your contact center operations to new heights. As customer expectations continue to evolve, this powerful integration ensures you stay ahead of the curve, fostering stronger customer relationships and driving business success.
Beyond the Basics
While the core integration offers significant benefits, there’s more to explore:
- Amazon Lex Integration: Integrate Amazon Lex, a conversational AI service, to automate routine tasks such as scheduling appointments or answering FAQs. This frees up agent time for more complex inquiries.
- Customizations: With the Salesforce Platform and Amazon Connect APIs, you can develop custom functionalities to cater to your specific needs.
About Odea Integrations
Odea Integrations empowers businesses to deliver exceptional customer experiences. We are a one-stop shop for all your contact center and CX needs, offering a comprehensive suite of products and integration services. Our team of experts can help you design, implement, and manage a best-in-class contact center solution that seamlessly integrates with your existing systems, enabling omnichannel engagement, automated solutions, and insights to transform your customer interactions and drive business success.
