Amazon Connect CTI integration with Salesforce CRM & DaVinci

Invent Your Ideal Contact Center by Unifying Amazon Connect with Salesforce & DaVinci

Combine Multiple Apps in a Best-of-Breed Approach

Increase Flexibility in Agent Experience

Integrate Data From Multiple Applications

Create Tailored Experiences With Minimal Effort

Integration Between Amazon Connect & Salesforce

Amazon Connect CTI integration with Salesforce CRM & DaVinci improves the agent and customer experience by supporting standard features, like screen-pop, click-to-dial, and logging of call/interaction activities. Our Interaction Orchestration Platform’s low-code model also allows you to create solutions that address your specific challenges. DaVinci helps your contact center agents to be more engaged and productive, which improves the overall customer experience. DaVinci supports these versions of Salesforce: Salesforce Classic Console and Salesforce Lightning.

Data Synchronization:
Ensure that customer data is synchronized between Amazon Connect and  Salesforce & DaVinci. This ensures that both systems have up-to-date and accurate information about customers.

Unified Customer View:
Create a unified customer view by integrating customer data from both platforms. This allows customer service representatives to have a complete understanding of customer interactions and history across both systems.

Communication Integration:
Integrate communication channels such as phone calls, emails, and chat between Salesforce and Amazon Connect. This helps in providing a seamless customer experience and ensures that all communications are logged and tracked.

Workflow Automation:
Automate business processes and workflows that involve both Salesforce and Amazon Connect. For example, when a customer service representative updates information in one system, it triggers automated actions in the other system.

Reporting and Analytics:
Create consolidated reports and analytics that span both platforms. This allows businesses to gain insights into customer interactions, performance metrics, and overall customer satisfaction.

Training and Support:
Provide training and support for users who will be interacting with both systems. This includes educating them on how to navigate seamlessly between Salesforce and Amazon Connect.

How DaVinci Steps In

DaVinci enhances Salesforce and Amazon connect by integrating communication channels seamlessly into the CRM interface, streamlining interactions across voice calls, emails, and chat. It aims to create a unified customer view by synchronizing customer data and providing customer service representatives with a comprehensive understanding of interactions.

DaVinci also offers tools for multichannel interaction management, enabling efficient routing and prioritization of customer inquiries. Through workflow automation, it helps optimize processes within the CRM, automating repetitive tasks and triggering actions based on specific events. Additionally, DaVinci contributes to improved reporting and analytics, offering insights into communication patterns and overall performance.

Amazon Connect CTI integration with Salesforce CRM & DaVinci

“DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop.”

See more testimonials HERE →   

AMC Technology's DaVinci Screen Pop
Connie Romay
Senior VP of Retail Innovation and Management, Ameris Bank

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Resources

DaVinci Datasheets

Find out how AMC Technology & Amazon Connect work together in this downloadable guide.

DaVinci Datasheets

Find out how AMC Technology & Salesforce work together in this downloadable guide.