For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR
utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect
Service Minutes” in Amazon Web Services) and telephony minutes.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
Unless you exceed the maximum allowance for the year, the cost of Salesforce Voice minutes
and IVR utterances are already included with the purchase of the Salesforce Voice with
Amazon Connect license. Telephony minutes are not included with the license. Instead, you’re
billed monthly for each telephony minute used.
IVR Utterances
IVR utterances allow incoming callers to navigate the virtual response system before
talking to a human rep. An IVR utterance is when the contact flow captures the spoken
utterance from the customer, like when they say “talk to a sales representative.”
Salesforce Voice Minutes
Salesforce Voice minutes are consumed whenever the user uses any Amazon Web Services
service–such as Connect, S3, Transcribe, Kinesis, and Comprehend–to run the telephony
solution. For example, the time that a caller is on hold waiting to speak to a rep
contributes to Salesforce Voice minutes usage.
Telephony Minutes
Telephony minutes start from the moment a call hits
the Amazon Connect endpoint until the call ends.
