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Amazon Connect Configuration Setup for Salesforce

1. Introduction

Amazon Connect, a cloud-based contact center service by Amazon Web Services (AWS) is transforming the way businesses manage customer interactions. It helps set up and manage a customer contact center with easy steps. With its scalable, reliable, and cost-efficient nature, Amazon Connect can be integrated with third-party applications like Salesforce offering comprehensive customer service and engagement.


2. Key Features

Amazon Connect offers robust features designed to enhance customer service operations. Following are some of the key features of Amazon Connect:


  1. Scalability: Easily scale your contact center up or down based on your needs.

  2. Omni-Channel Communication: Supports voice, chat, and tasks, providing seamless customer service experience across multiple channels.

  3. AI and ML Integration: Leverages AWS AI services for natural language processing and real-time speech-to-text, helping smarter and more efficient customized interactions.

  4. Advanced Analytics: Provides detailed insights into customer interactions and historical records in real-time for optimized communication flow.

  5. Security and Compliance: Follows various regulatory requirements, ensuring data protection and privacy.


3. Configuration Setup


3.1 Prerequisites

       Before setting up Amazon Connect, ensure you have:

  1. An active AWS account.

  2. Administrator access to the AWS account.

3.2 Initial Setup

 A. Create an Amazon Connect Instance:

     Step 1:

     Log in to the AWS Management Console.

     Note: The account should not be an Amazon Internet Services Private

     Limited AISPL account.


     Step 2:

     Search for Amazon Connect in the search bar and select it.



Step 3: Add an instance

         Click on the ‘Add an instance’ button.



Step 4: Set identity.

       Select the desired option and configure the settings according to the user's

       needs. Here, we have proceeded with the default settings.



Step 5: Add Administrator.

          Fill in the required details and click ‘Next’.



Step 6: Set Telephony.

          Complete the telephony settings and click ‘Next’.



Step 7: Data Storage.

         Configure the data storage settings and click ‘Next’.



Step 8: Review and Create.

        Fill out all the details asked in the columns.



Step 9: Review all details and create the instance.



After following the above steps, your Amazon Connect instance is now ready.


B. Configure Access


  1. Set up administrative permissions and user access via Identity and Access Management (IAM) roles.

  2. Create security profiles to manage different levels of access.


        Step 1: Now using the password set at the time of instance creation log in

         to your Amazon Connect instance.



C. Telephony Options:

  1. Claim a Number: Follow the dashboard instructions to claim a telephony number.



Step 1: Set Hours of Operations:

          Define the operating hours for your contact center.


Step 2: Create Queues:

          Set up queues to manage hours for your contact center.


Step 3: Create Prompts:

          Design prompts to guide callers through the system.



Step 4: Create Flows:


  1. Note:

Please make sure you have:

  • A valid flow for inbound calling (by default it is a set-disconnect flow).



  • Configure this valid flow with the claimed phone number (used earlier in the process).



Step 5: Create Routing Profiles:

Set up routing profiles to direct calls to the appropriate customer agents.



Step 6: Configure Users:



D. Contact Control Panel (CCP)

 

          Explore the calling functionality using the Contact Control Panel (CCP).

          Step 1: Access CCP Navigate to the CCP in your Amazon Connect instance.



Step 2: Set Availability:

From the drop-down menu, mark it as available to start receiving and making calls.



E. Inbound & Outbound Calling Features

1. Inbound Calling

Test and explore the various features of inbound calling such as call routing, IVR, and call recording. 2. Outbound Calling

Explore the features of outbound calling functionalities which include auto-dialing and call scheduling.



4. Connecting Salesforce with Amazon Connect

Integrating Amazon Connect with Salesforce allows businesses to use Salesforce’s powerful CRM capabilities to enhance and personalize customer interactions, with:


  1. Cloud Call Center Optimization: Customized Salesforce integration with Amazon Connect helps call center streamline operations and provide immediate access to customer data, and interaction history, right within Salesforce.

  2. Enhanced VoIP Capabilities: Voice over Internet Protocol (VoIP) utilized integration support high-quality voice calls directly using Salesforce, reducing cost and improving reliability.


Steps to Integrate Salesforce with Amazon Connect:


Step 1: Salesforce Setup

  • Ensure the Salesforce instance is set up and configured.

  • Install the Amazon Connect Cloud Telephone Integration (CTI) adapter from the Salesforce App Exchange.



Step 2: Configuring your Call Center

  • Create and Configure Call Center: In the Setup, create a new call center entry for the AC Lightning Adapter.

  • Assign Users and Permissions: Manage call center users by adding your Salesforce users to the call center.



Step 3: Managing Call Center Users

  • Navigate to the AC Lightning Adapter Call Center setup page.

  • Add more users by searching for and adding the desired Salesforce user to the call center.

  • Assign Amazon Connect permissions to call center users.



Step 4: Activating the Console Phone

  • Access the App Manager from the Setup by entering ‘App Manager’ in the Quick Find box and selecting it.

  • Add the Open Cloud Telephone Integration (CTI) Softphone as a utility item and click save.


Step 5: Integration Steps Integrate Amazon Connect CTI with the Service Console:

  • Configure the adapter within Salesforce to connect to your Amazon Connect instance.

  • Map Salesforce data fields to Amazon Connect to synchronize customer data.



Step 6: Testing

  • Test the integration to ensure data flows correctly between Amazon Connect and Salesforce.

  • Conduct end-to-end testing of customer interactions to validate the setup.



Fig 1. Place a call in the Service Console



Fig 2. Receiving an Inbound Phone Call



Fig 3. Click the check mark button to accept the call.



Fig 4. Once connected, click END call.

Key Features of Customized Integration:


  1. Customized Workflows: Customized integration provides workflows that match your business processes. Standard integrations often lack these benefits.

  2. Smooth Call Routing: Customized configuration includes advanced call routing options, which allow calls to be directed based on various criteria such as agent availability, customer profile, and interaction history.

  3. Real-Time Analytics and Reporting: Customized integration pulls data directly from Amazon Connect and presents it within Salesforce with detailed reports on call metrics, agent performance, and customer satisfaction.

  4. Enhanced Security and Compliance: Customized integration ensures that communications and data transfer meet the highest security standards.


Benefits Over Standard Integration:

Standard integrations are often limited, provide basic functionalities, and lack the flexibility to adapt to unique business requirements. Cloud Science Labs offers a customized approach to your Salesforce-Amazon Connect Integration and Customization which gives several advantages:


  1. Improved Efficiency

  2. Better Customer Experience

  3. Scalability


5. Limitations:

Amazon Connect service platform has certain limitations and challenges:


  1. Regional Restrictions: Amazon Connect is not available for AISPL (Amazon Internet Services Private Limited) account, and cannot be used in certain countries currently.



2. Service Availability: Check the Amazon Connect Telecoms coverage as per region. Refer to this link: 




5. Services Not Available/Configurable

  1. Regional Availability: Some advanced services like real-time transcription (Amazon Transcribe) and natural language processing (Amazon Lex) may not be available in some regions.

  2. Local Telephony Features: Certain telephony features are unavailable in certain countries. This includes specific functionalities that may be restricted or not supported in the region.

  3. Custom Integrations: Some integrations requiring custom development are not directly configurable through the AWS Management Console.


Conclusion:

Amazon Connect offers a powerful, flexible solution for managing customer contact centers. Following the configuration steps detailed above, one can efficiently set up and manage Amazon Connect instances for seamless customer service experiences. Cloud Science Labs implements a customized Salesforce-Amazon Connect to provide seamless integration with Amazon Connect. Our customized solutions provide unique advantages, optimizing call center operations and enhancing customer interactions.


Glossary:

  1. CTI: Cloud Telephony Integration

  2. IAM: Identity and Access Management

  3. AI: Artificial Intelligence

  4. ML: Machine Learning

  5. VoIP: Voice over Internet Protocol



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