Callers have nightmares about customer service agents making them wait while the agent ‘switches system’, ‘waits for the response’, ‘explores or researches the case’, or even worst when an agent says: ‘my system froze.’ These nuisances of having multiple systems that are not integrated with one another can lead to a diminished customer experience which can lead to a loss of a sale or customer. Even in a scenario where the client wanted buy and the agent was eager and ready to place the order, if the tools do not work, then a deal is lost at the point of sale. At DFX5 we design and develop systems that integrate with one another. Connecting and integrating Customer Relationship Management (CRM) tools is a paramount priority for our Contact Centers.  

For providing the best customer experience, agents need the right tools, which enable them to understand the customer, see historic interactions, pending tickets, and anticipate the reason for the call. The tool needs to persist the context of the conversation, record certain utterances, and protect from the leaking of sensitive information. All these integrations are feasible by connecting the contact center with your CRM tool. Enable agents to automatically see information about the caller even before they answer the call, no need to go fetch data, all key values are presented for immediate personalized conversations from the start.

At DFX5 our contact centers use the power of Amazon Connect to easily offer customizable CTI adapters for integration with CRM tools. The main adapter was created to accelerate the implementation of commonly used interfaces and help companies to speed up the modernization process of their contact center.

The core functionality of the Amazon Connect CTI Adapter provides a WebRTC browser-based Contact Control Panel (CCP) within Salesforce. The Amazon Connect CTI integration consists of two components:

• A managed Salesforce package
• An AWS Serverless application

It offers “out of the box” support for operations on customer contact in SalesForce, which helps us to empower agents when handling the calls, such as:

• Lookup of calling customer
• Creation of new record(lead)
• Update
• Delete
• Etc.

And not just that, there is a lot of functionality, which helps us to share data from Amazon Connect to Salesforce. We are able to configure sharing of real-time and historical metrics of the contact center, call recordings, call transcripts or contact trace records.

If you are interested in learning more about integration of Amazon Connect with SalesForce or any other CRM tool, please don’t hesitate to contact us and our Amazon Connect Solution Architects will be happy to answer your questions.