Enhance Salesforce Voice with Amazon Connect

View supported editions.

To access Amazon Web Services documentation, go to https://docs.aws.amazon.com. For information about Amazon Connect, see the Amazon Connect Administrator Guide.

• Configuring Single Sign-On (SSO) with Amazon Connect
  Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials.
• Salesforce Voice Additional AWS Services Add-on License
  Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).
• Salesforce Voice with Amazon Connect Customer
  Amazon Connect Customer is an Amazon Web Services (AWS) offering that brings AI capabilities to your Salesforce Voice with Amazon Connect experience.
• Increase Amazon Service Quotas
  Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.
• Reach Your Customers Using High-Volume Outbound Calls
  Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services.
• Create Automated Dialing Outbound Campaigns with Customer Profiles
  Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness.