Integrating your customer relationship management application with Amazon Connect?
Amazon Connect integrations extend the cloud-based contact center functionality provided by Amazon Connect with popular services. Amazon Connect is a self-service, cloud-based contact center service that enables businesses to deliver better customer service at lower cost. It is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
Because Amazon Connect is omnichannel, the integration lets you provide a seamless voice and chat experience for your team members and customers alike. Customers can work with the same agent across both calls and chats, and the conversation log is saved, so no details are lost between calls.
CRM integration also allows you to access machine learning in the form of Contact Lens for Amazon Connect, which offers valuable insights into customer conversations.
You can integrate Amazon Connect with the most popular CRMs, including:
AWS is constantly announcing new Connect integrations for CRMs, workforce optimization (WFO), and workforce management (WFM) systems, so that list could grow in the future. Here’s how to make these connections today.
Integrating Salesforce and Amazon Connect
Salesforce is the world’s #1 CRM for a reason, and its Amazon Connect integration only makes it better. The 360-degree view of customer interactions benefits from cloud infrastructure, which adds consistency and ease to the customer helpdesk and customer service experience.
The Amazon Connect CTI Adapter for Salesforce lets you access a Contact Control Panel (CCP) that’s WebRTC-driven within the Salesforce app. The browser-based CCP is accessible within Salesforce Lightning, Console, or Classic.
This integration includes:
- A managed Salesforce package
- An AWS serverless application for your environment
You should install the Salesforce CTI package in the sandbox environment before configuring it within Salesforce.
Once integrated, the CCP lets agents count on Salesforce screen pops to alert them to inbound calls or outbound click-to-transfer.
Integrating Kustomer and Amazon Connect
The Kustomer CTI for Amazon Connect comes with plenty of benefits, including:
- Custom IVR trees based on data stored in Kustomer
- A smart routing engine that syncs with Amazon Connect in real-time
- In-depth dashboards to access workforce management and reporting, agent and call statuses, and more
- Multichannel routing for agents who are cross-trained
Integrating the CTI takes just minutes with 1-click activation on Kustomer. Once active, agents can take advantage of full customer histories, powerful integrations, and convenient automation to tackle any call and provide a seamless experience for both customers and agents.
Integrating Zendesk and Amazon Connect
Zendesk Support is another popular CRM that supports Amazon Connect integration. With Amazon Connect, agents have better experiences following tickets, routing and tracking calls, and prioritizing interactions.
To integrate Amazon Connect, go to Amazon Connect Streams and add the origin URLs to your instance settings. This allows Zendesk Support to share information with Amazon Connect. Then, download and install the Amazon Connect app on Zendesk.
You must have the Zendesk Talk plan to use Amazon Connect. There’s a free trial of Zendesk Talk if you’re interested in trying Connect before changing your Zendesk subscription.
Integrating Zoho and Amazon Connect
Zoho is one of the first APN partners to release an integration for Amazon Connect and its CRM solution, Zoho Desk. The integration melds the advanced CRM features of Zoho with the cloud-centric features of Amazon Connect for a CRM solution that’s flexible, agile, and easy to scale as your capacity and needs grow.
After integrating with Zoho CRM and PhoneBridge, your agents will:
- See a business card view of the contact when an incoming call is initiated (or an outgoing call is made)
- View automatically generated call logs at the end of each call
- Add follow-up notes and review the customer history without leaving Zoho CRM
The best part is, Amazon Connect integrates with both Zoho Desk and Zoho CRM (it’s very common to use both services together since they complement each other’s features).