Connect a third-party contact center, such as Amazon Connect, with Salesforce by using Partner Contact Center (formerly Salesforce Voice with Telephony Providers and Service Cloud Voice). Explore enhancements to voice capabilities for inbound service and proactive outbound engagement.
Note Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now Partner
Contact Center. You may see references to telephony models including Salesforce Voice with
Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner
Telephony from Amazon Connect in Salesforce applications, documentation, and release
notes.
- Use Setup with Agentforce to Manage Contact Center Users
Using Setup with Agentforce, chat with an AI agent to add or remove users from your contact center and set up any quick connect configurations. Instead of navigating through multiple Setup menus, prompt the agent to describe what you need and accomplish your tasks without excessive clicks. - Access Your Phone Book Anytime from the Omni-Channel Widget
Your service reps can now open the configured contacts for their contact center directly in the Omni-Channel widget, whether or not they're on a call. Service reps can search the directory and place a call to other reps anytime during their shift. Previously, the phone book was only visible during an active call while initiating a transfer or conference. - Keep an Audit Trail of Voice Call Record Changes (Pilot)
Track changes to fields on the VoiceCall object. Select and monitor up to 20 fields. When a tracked field changes, a log entry captures the old value, the new value, the user who made the change, and the date and time. Activity fields aren't supported for history tracking. - Sync All Amazon Connect Queue Types to Your Contact Center
Configure and sync voice-only, messaging-only, and mixed (voice and messaging) Amazon Connect queues to contact center groups. When you add, update, or remove queues, channel mapping automatically enables or removes the appropriate voice and chat channels. Use contact center version 22.0 or later for messaging queue support. Previously, queue sync enabled only voice channels, which could leave chat channels orphaned and cause inconsistent routing profiles. - Opt into Additional AI Features with Amazon Connect Customer (Now Off by Default)
Amazon has introduced Amazon Connect Customer, an optional feature set that brings additional AI capabilities to your contact center. Previously, the AI capabilities were turned on by default, but now they are an opt-in service. You can choose to turn on Connect Customer at an additional cost if it fits your business needs. - Keep Reps Informed During Regional Switches for Amazon Connect Disaster Recovery
Reduce confusion during regional switches by giving your reps real-time notifications during outages. A region indicator also displays the connected contact center region at all times. Additionally, for manually integrated contact centers, you can configure rep statuses to automatically go offline after a region switch if required. - Manage Your Caller Identity Directly with Autonomous Phone Number Assignment
Your reps can procure and assign local or standard company phone numbers to themselves without waiting for admin assistance. They can release a phone number and free it up for others once it's no longer needed. Reps also have the flexibility to switch between numbers based on the specific business requirements. - Record Personalized Voicemail Greetings for Inbound Calls
Deliver personalized calling experiences with prerecorded voicemail greetings that play when your reps can't take an inbound call. Reps can record up to 10 greetings to meet specific requirements. Any messages left by the callers are stored in your rep's personal voicemail box for review at any time. If your reps have assigned phone numbers to themselves, they can link them to specific voicemail greetings to provide the most relevant message. - Boost Rep Productivity with Voicemail Drop for Outbound Calls
When an outbound call reaches voicemail, your reps can leave a prerecorded message and disconnect the call. They can drop a default recording or select from several options to deliver the most relevant message. As it plays in the background, your reps can move on to the next task immediately, increasing productivity. - Get the Latest Enhancements for Your Amazon Connect Contact Center
Update your contact center to version 22.0. This version improves the reliability of real-time transcription, keeps voice call records accurate for calls that never connect, and strengthens security and emergency address validation. To test the updates before they go live in production, deploy them to your sandbox first. - Stabilize Rep Experience by Preventing Calls Before Reps Are Ready
Keep Omni-Channel from assigning work to your Salesforce Voice with Partner Telephony reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work until single sign-on (SSO) is complete and their Voice connector is ready. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses. - Enable Flexible Call Recording Control Within Conversations via Toolkit API
Salesforce developers and admins can now use the Salesforce Voice Toolkit API to pause and resume call recordings without the Control Call Recording user permission. Previously, these users needed this permission. This permission is still required to use the pause and resume controls in the Salesforce UI. - Get the Latest Enhancements for Your Amazon Connect Contact Center
Update your contact center to version 22.1. This version simplifies the setup for authenticating Amazon Connect to Salesforce connections to support Real-Time Streaming for Agentforce Voice.