Salesforce Amazon Connect Integration

Amazon Connect Salesforce integration connects your Amazon Connect instance (a cloud contact center) to Salesforce so agents handle calls in one place. The Amazon Connect CTI Adapter embeds a WebRTC browser-based CCP within Salesforce, while SCV provides a Salesforce-native alternative. The goal is a unified workspace with screen pops, automatic logging, routing signals, real-time transcription, and case updates tied to your records — so customers get a faster experience.

SCV fits teams that want telephony embedded as a Salesforce-native experience with standard call records and reporting. The CTI Adapter fits teams that want deeper control, an embedded CCP, custom logging, extra routing information, or AWS-side logic using the AWS Serverless application (a managed Salesforce package plus AWS Lambda component set). Both require a licensed Salesforce edition and an Amazon Connect instance as prerequisites.

Yes. Automatic screen pops display the relevant Salesforce Contact or Case record when customers call, matched by phone number against your Contacts. Click-to-dial lets agents place outbound calls by clicking a number on any Salesforce record. Call controls live in the embedded CCP — core functionality for most CTI setups.

Yes. Amazon Connect Contact Lens provides live transcription, sentiment analysis, and agent assistance during calls. Combined with Amazon Transcribe and Salesforce Einstein, agents and supervisors get AI-driven information in real time without leaving the agent console.

Yes. We log calls to Cases, Contacts, Accounts, and Activities with standardized fields like disposition and wrap-up notes. Automated logging improves data accuracy by recording, transcribing, and logging every interaction with your customers. For call recordings, we surface links or playback where allowed and keep access tied to role and permission on Contacts and Cases, so a supervisor can review a recording in minutes.

Yes. Your Amazon Connect instance can align with Omni-Channel so work distribution for customers follows queue, skill, and priority rules. Supervisors can see real-time queue metrics and performance across calls and cases in a unified model on the platform.

Yes. Contact-flow attributes can trigger Salesforce lookups (customer tier, open cases, region, language, product interest) and route accordingly. You can set up call routing rules based on Salesforce information, which supports self-service deflection and better routing before an agent answers — getting customers to the right place sooner.

We configure SSO using SAML 2.0 so agents log in to both your Amazon Connect instance and Salesforce simultaneously. On the Salesforce side, we set up the Connected App with OAuth settings and callback URLs for secure API communication between the two platforms.

We use least-privilege access: only approved roles can list, play, or download call recordings. Supervisors get review access — including sentiment analysis and transcription information — without opening recordings to the whole org. We apply retention rules and audit trails aligned with your compliance requirements, protecting customer information at every step.

Most projects take 4–10 weeks depending on routing complexity, which objects you log to, whether you need real-time AI features (Contact Lens, transcription, sentiment analysis), custom lookup logic, SSO configuration, and whether governance of call recordings is in scope. Simple instances can go live faster.

Yes. We tune routing, fix edge cases in lookup and search, refine logging schemas for Contacts and Cases, and improve reporting for your customers. We also manage releases across your Amazon Connect instance, the AWS Serverless application, and Salesforce changes.

Yes. We create Tasks from Salesforce events (cases, priority changes) and route them through your Amazon Connect instance, then write outcomes back to Salesforce objects for reporting and follow-up. The integration supports look up, create, and update operations for different Salesforce objects, including Contacts and Cases.

Yes. We create custom fields in Salesforce and map them to data from your Amazon Connect instance — contact attributes, queue data, IVR selections, and more. This ensures every interaction with your customers carries the context your team needs across Contacts, Cases, and Accounts for routing, reporting, and follow-up.