Salesforce Contact Center with Amazon Connect (SCC-AC)

Salesforce Contact Center with Amazon Connect (SCC-AC) is a newly released, fully integrated solution that extends the Service Cloud Voice (SCV) integration. While SCV was voice-only, SCC-AC adds Amazon Connect voice and digital messaging (chat, SMS, social channels) to Salesforce. This enables unified omnichannel engagement and a seamless agent and supervisor experience. 

Available via the Salesforce AppExchange, this managed package enhances operational efficiency and customer satisfaction by combining Amazon Connect’s cloud-based contact center platform with Salesforce’s CRM and case management capabilities. 

 

Core Features:  

• Omnichannel Messaging – SCC-AC enables Amazon Connect Chat (web chat, SMS, social messaging) within Salesforce. It integrates with: 

  • Amazon Q in Connect: AI-powered self-service. 

  • Amazon Connect Contact Lens: Real-time analytics and sentiment analysis. 

• Expanded Voice Channel – SCC-AC supports web and in-app voice calling. Users initiate voice interactions directly from apps or websites, with contextual Salesforce data personalizing interactions. 

• Unified Contact Routing – Salesforce objects (e.g., cases) are routed via Amazon Connect’s engine, simplifying routing, enhancing self-service, and consolidating reporting. 

  
  

Architecture and Data Flow  

SCC-AC offers two architectural options, aligning with your goals: 

 

• Amazon Connect-Oriented Architecture 

  • All channels (voice and digital) are Amazon Connect native. 

  • Self-service and analytics are powered by Amazon Q and Contact Lens. 

  • Agents and supervisors work entirely in Salesforce, ensuring a unified interface. 

• Salesforce-Oriented Architecture 

  • Digital messaging is handled by Salesforce-native channels, with voice (telephony, web, mobile) on Amazon Connect. 

  • Ideal for those already invested in Salesforce Digital Engagement. 

 

Customer Journey Examples: 

• Chat Journey 

  • Customer starts a chat from a website, mobile app, or SMS. 

  • Amazon Connect contact flow provides self-service via Amazon Lex. 

  • Lambda function creates a messaging session in Salesforce. 

  • SCC-AC routes and transfers the conversation to an agent in Salesforce Omni-Channel. 

  • Agent sends messages via Amazon Connect Streams API. 

• Case-Based Routing 

  • A case is created in Salesforce (via email-to-case). 

  • A Salesforce Flow triggers an Amazon Connect contact flow. 

  • An Amazon Connect Task is created and routed based on rules. 

 

#Salesforce #AmazonConnect #OmnichannelExperience