Amazon Connect Integration with Salesforce for Call Centre Operations

The Challenge

A leading call centre required seamless integration between Amazon Connect and Salesforce to enhance customer service efficiency. The existing system did not allow agents to access customer details within the Salesforce console, leading to longer response times and fragmented workflows. The client needed a solution that would allow agents to manage calls directly from Salesforce, with features such as call logging, recording, and automated workflows.

The Solution

Wiz Digital Services implemented a direct integration between Amazon Connect and Salesforce, ensuring that agents could handle inbound and outbound calls within Salesforce while accessing real-time customer data.

Key Actions:✔ Amazon Connect setup for call routing, handling, and management.✔ Salesforce Service Cloud integration for a unified agent interface.✔ AWS Lambda-powered automation to trigger workflows between Amazon Connect and Salesforce.✔ Call recording storage via Amazon S3 for compliance and monitoring.✔ AWS CloudWatch logging and monitoring to track call centre performance.

The Results

By integrating Amazon Connect with Salesforce, the call centre achieved:

✅ Improved agent efficiency – Agents could access customer details instantly within Salesforce.

✅ Seamless inbound and outbound call management – Calls were routed and handled directly through Salesforce.

✅ Automated call recording and logging – All call interactions were stored and monitored for quality assurance.

✅ Better reporting and analytics – Call centre managers gained real-time insights into agent performance and customer interactions.

Technical Stack

• Amazon Connect – Cloud-based call routing and management.

• Salesforce – Customer relationship management and agent interface.

• AWS Lambda – Serverless functions to trigger workflows between Amazon Connect and Salesforce.

• AWS SDK & Salesforce API – Integration for seamless communication between platforms.

• Amazon S3 – Storage for call recordings and related data.

• AWS CloudWatch – Monitoring and logging of call centre activities.

• Salesforce Service Cloud – Managing customer service operations and cases.

Why Choose Wiz Digital Services?

We deliver seamless cloud and CRM integrations to improve customer service operations, agent productivity, and call centre efficiency.

Explore how our cloud solutions can optimise your call centre operations.