The Challenge of Connecting Customer Communication
In many businesses, customer service teams face a major challenge: managing multiple systems for calls, chats, and CRM data. Agents often switch between telephony software and Salesforce, which slows response times, increases errors, and creates a fragmented experience for both staff and customers.
For example, an agent receiving a customer call may need to manually search for the contact in Salesforce while talking to the customer. This delays service, reduces satisfaction, and can lead to missed opportunities.
Insight:
More and more companies now connect their phone systems with their CRM tools. In 2024, CRM made up about 38% of the cloud telephony market, which shows that most phone systems are built to work with customer data. Around 64% of businesses already use telephony and CRM, like Salesforce, together to track calls and improve how they talk with customers. This means that linking calls with customer records is becoming a normal part of how modern service teams work, not just a nice extra feature.
In this article, we explore how Amazon Connect Salesforce integration solves these challenges by creating a unified platform. We provide a step-by-step integration guide, recommended apps, common issues to watch out for, cost considerations, and frequently asked questions to help businesses implement the solution effectively.
- Why Integrate Amazon Connect with Salesforce?
- Setting Up Amazon Connect with Salesforce
- Recommended Apps from AppExchange
-
More Apps for Amazon Integration
- 1. S3-Link – Amazon S3 Connector (Document Storage & Management Solution)
- 2. d.velop documents | Document Management | Connect for M365
- 3. Cartularius | Document Management | AWS S3 & Office 365 Integration
- 4. M2E Multichannel Connect | B2C Store Integration | Amazon, eBay, TikTok & More
- 5. Amazon Payment Services Cartridge | B2C Commerce | Secure Payments
- 6. S3 Connector | Salesforce | Amazon S3 | Data Management
- Potential Challenges and How to Solve Them
- Possible Cost of Amazon Connect and Salesforce Integration
- Why Hiring Integration Services Makes Sense
- FAQs on Amazon Salesforce Integration
- Final Thoughts on Integrating Amazon Connect with Salesforce
Why Integrate Amazon Connect with Salesforce?
Salesforce Amazon Connect integration delivers multiple benefits that improve both agent efficiency and customer experience, similar to how Salesforce integration with Constant Contact helps teams work smarter and communicate more effectively.
- Unified Agent Interface : Agents access all customer information and call controls within Salesforce, reducing the need to switch between multiple systems.
- Enhanced Customer Insights : Real-time access to customer history, cases, and interactions provides context that helps agents resolve issues faster.
- Operational Efficiency : Automating call logging, screen pops, and routing reduces manual work and streamlines workflows.
- Improved Customer Satisfaction : Faster response times and personalized service increase customer loyalty and retention.
- Scalable and Flexible : The integration supports scaling for teams of any size, and it can be customized for different industries or workflows.
By combining Amazon Connect’s cloud-based telephony capabilities with Salesforce’s powerful CRM tools, businesses can create a seamless environment for both agents and customers.
Conceptual Diagram, image from Amazon
Setting Up Amazon Connect with Salesforce
Salesforce integration with Amazon Connect allows your agents to handle calls directly within Salesforce while accessing all relevant customer information. This integration improves agent productivity and streamlines customer interactions.
To achieve this, we will use the Amazon Connect CTI Adapter app from the Salesforce AppExchange. This app simplifies the setup and ensures a seamless connection between Amazon Connect and Salesforce.
Step 1: Install the Amazon Connect CTI Adapter
Log in to Salesforce and go to the Setup menu. Search for the AppExchange and locate the “Amazon Connect CTI Adapter.”
Amazon Connect on AppExchange
Follow the prompts to install the adapter into your Salesforce environment.
Install the App
Step 2: Access the Guided Setup
Navigate to the Salesforce Service Console and add the AC Guided Setup option to the navigation menu.
Navigation menu
Launch the Guided Setup to begin the configuration process.
AC Guided Setup
Step 3: Configure Prerequisites
Set up a Named Credential and Connected App in Salesforce with OAuth enabled. For more information, check Amazon Connect documentation. These allow secure communication between Salesforce and Amazon Connect.
New Connected App
Step 4: Add Users and Assign Permissions
Add your agents to the AC Lightning Adapter Call Center and assign the appropriate permission sets, such as AC_Agent, AC_Manager, or AC_Administrator.
Step 5: Configure Toolkit Settings
Provide your Amazon Connect instance URL in the CTI Adapter Toolkit settings. Enable or disable triggers as needed to control data flow between Salesforce and Amazon Connect.
Toolkit for Amazon
Step 6: Set Up Softphone Layout, API User, and Lambda
To complete the integration, create a Softphone Layout in Salesforce to define which objects agents can search and display during calls. Set up a dedicated API user for Lambda authentication and store its credentials securely in AWS Secrets Manager. Validate the core integration functions using AWS Lambda test events, then connect the sfInvokeAPI Lambda function to your Amazon Connect instance. For detailed instructions, refer to the documentation.
Step 7: Finalize and Test the Integration
Make test calls in Salesforce to ensure the setup works correctly and customer information appears as expected.
Want to connect Salesforce with Amazon Connect? Let’s talk.
Recommended Apps from AppExchange
Several applications from the Salesforce AppExchange, much like those used for Snowflake Salesforce integration, can help you connect Salesforce with Amazon services, including contact center tools and e-commerce solutions. Here they are:
1. DaVinci for Service Cloud Voice
DaVinci for Service Cloud Voice by AMC Technology works with Amazon Connect, Avaya, Cisco, Genesys, Microsoft Teams, and other phone systems to build a flexible contact center inside Salesforce. Agents get real-time screen pops with customer details before answering calls, making interactions more personal. DaVinci also supports AI features from Salesforce Einstein for transcription and insights that help improve performance and reporting.
Price: $25.5 USD/user/month.
Rating: ⭐⭐⭐⭐⭐ 5 (1+ review)
Link: DaVinci for Service Cloud Voice
2. IVR Migration Tool (Legacy to SCV powered by Amazon Connect & Lex)
The IVR Migration Tool by NeuraFlash helps businesses move from legacy IVR systems, like Nuance, Cisco, Avaya, and Genesys, to Amazon Lex and Amazon Connect. It provides expertise in Conversational AI and IVR migration, making it easier to test and deploy Amazon Lex chatbots quickly. This tool is designed for companies with large, complex IVRs that want to adopt cloud-based voice solutions.
Price: Free
Rating: No ratings yet
Link: IVR Migration Tool
3. Commerce Studio by 1440
Commerce Studio is a solution for multichannel eCommerce retailers who want to manage operations directly inside Salesforce. It provides tools for inventory and order management, warehouse operations, and customer relationships. Users can view customer data from multiple channels in one dashboard, handle orders across different marketplaces, generate shipping labels, and automatically create cases from eCommerce messages from Amazon, eBay, Walmart, Shopify, Magento, and BigCommerce. The interface is easy to use, helping teams grow and train new employees faster.
Price: Essentials $250 USD/company/month, Essentials Plus $1,000 USD/company/month, Professional $2,500 USD/company/month. Discounts available for nonprofits.
Rating: ⭐⭐⭐⭐⭐ 5.0 (22+ reviews)
Link: Commerce Studio
4. CDC Software CTI | Telephony | Call Center | Click-to-Call | Screen Pop
CDC Software offers a platform that links telephony systems with Salesforce and contact center data in real time. Agents receive caller information, such as name, location, and service history, via CTI screen pop before answering calls. The solution reduces setup time by avoiding custom coding and supports major telephony systems, including Amazon Connect. Call data, tickets, and users are created and archived automatically, and the platform’s flexible design allows easy updates and API connections.
Price: $25 USD/user/month annual subscription plus a small one-time installation charge
Rating: No ratings yet
Link: CDC Software CTI
5. Omni-Channel Case Router: Advanced Case & Call Routing for Service Teams
Omni-Channel Case Router by Ortoo Apps works with Salesforce Service Cloud Voice and Amazon Connect to manage how calls and cases are routed. It assigns customer requests based on agent skills, language, and availability to make sure they reach the right person faster. Managers can update routing rules without code, and the system can reassign cases automatically if they’re left unattended. A good fit for multilingual and busy contact centers.
Price: Starting at $22 USD/user/month with a 30-day free trial.
Rating: No ratings yet
Link: Omni-Channel Case Router
More Apps for Amazon Integration
In addition to Amazon Connect tools, here are other useful Salesforce AppExchange apps related to Amazon integration. These include document generation, S3 file storage, and eCommerce connectors that help connect Salesforce with different Amazon services.
1. S3-Link – Amazon S3 Connector (Document Storage & Management Solution)
S3-Link connects Salesforce with Amazon S3, Google Drive, Wasabi, and RSTOR for unlimited file storage. Users can send secure upload/download links, offload Salesforce files to reduce storage costs, and integrate with tools like S-Docs, Conga, DocuSign, and Zapier. It works for external users via Experience Cloud and mobile, supporting Salesforce reports, dashboards, workflows, and approvals.
Price: Basic $25 USD/company/month with a 30-day free trial.
Rating: ⭐⭐⭐⭐⭐ 4.98 (138+ reviews)
Link: S3-Link
2. d.velop documents | Document Management | Connect for M365
d.velop documents is a document management solution that helps users find, share, and archive documents efficiently in Salesforce. It supports all Salesforce objects, integrates with Salesforce Lightning, allows automated folder creation, and enables collaboration even without a Salesforce license. The app leverages Amazon Web Services, offering 100 GB of secure cloud storage per company.
Price: €11.50 EUR/user/month; Free trial for 30 days.
Rating: ⭐⭐⭐⭐ 4.89 (9+ reviews)
Link: d.velop documents
3. Cartularius | Document Management | AWS S3 & Office 365 Integration
Cartularius allows users to manage Salesforce documents while securely storing files in Amazon S3 and collaborating directly in Office 365. The app supports file categorization, versioning, drag-and-drop folder management, and AI-powered organization. Users can upload large files, track all file actions via audit logs, and customize settings for flexible access and sharing.
Price: €19 EUR/user/month; free trial for 30 days.
Rating: ⭐⭐⭐⭐⭐ 5.0 (2+ reviews)
Link: Cartularius
4. M2E Multichannel Connect | B2C Store Integration | Amazon, eBay, TikTok & More
M2E Multichannel Connect allows users to link their B2C store with Amazon, eBay, TikTok Shop, Walmart, Kaufland Global, and Temu for inventory and order management. Users can create listings, automatically sync existing products without losing sales history, and prevent under- or overselling with continuous synchronization. Flexible policies let you control pricing and channel strategies efficiently.
Price: Freemium – Starter 1K free ($1,000 GMV/month). Free trials available for 30 days. Variable fees apply for exceeding plan allowances.
Rating: No ratings yet
Link: M2E Multichannel Connect
5. Amazon Payment Services Cartridge | B2C Commerce | Secure Payments
Integrate Amazon Payment Services with Salesforce Commerce Cloud B2C to provide a secure and seamless purchasing experience. This cartridge allows merchants to accept digital payments efficiently while ensuring smooth checkout for customers in the MENA region.
Price: Not specified
Rating: No ratings yet
Link: Amazon Payment Services Cartridge
6. S3 Connector | Salesforce | Amazon S3 | Data Management
S3 Connector enables Salesforce users to manage files by integrating Salesforce with Amazon S3. Users can upload files from any standard or custom object, control file size and extensions, manage access permissions, and instantly view uploaded files via URL. The app is easy to set up with minimal configuration required.
Price: Free
Rating: No ratings Link: S3 Connector
Potential Challenges and How to Solve Them
Amazon Connect integration with Salesforce can make work easier for agents and improve service, but the setup is not always simple. Some teams face issues during or after integration. Here are the most common challenges and how to handle them.
Challenge #1: Data synchronization problems
When data between Amazon Connect and Salesforce doesn’t match, agents may see the wrong customer details or call logs.
Solution: Check your data mapping settings carefully. Use Salesforce Flow or integration tools to test how fields update in real time. Regular data checks help catch small errors before they spread.
Challenge #2: Low user adoption
Agents may take time to get used to the new setup, especially if they switch between old and new tools.
Solution: Offer short, hands-on training sessions. Show agents how calls, notes, and cases now appear directly in Salesforce. Early feedback helps improve the setup and boost confidence.
Challenge #3: System compatibility issues
Integration problems can occur if browsers, network settings, or versions of Amazon Connect Salesforce integration features are not configured correctly. Agents might see the softphone fail to load, screen pops not appear, or call logging not work.
Solution: Ensure agents use updated browsers like Chrome, Edge, or Firefox, and check that network settings allow access to AWS and Salesforce. Make sure Amazon Connect and Salesforce features are configured correctly, and test everything in a sandbox before going live.
Challenge #4: Customization requirements
Every company has its own call flows and customer processes, so the default setup might not fit all needs.
Solution: Work with an experienced Salesforce or AWS partner to adjust call routing, pop-ups, or reports. Custom tweaks make the system match your real workflows.
Need help getting Amazon Connect and Salesforce to work together?
Possible Cost of Amazon Connect and Salesforce Integration
Integrating Amazon Connect with Salesforce involves several cost components, including service fees and professional services. Below is a breakdown of these costs:
_Note: Pricing is based on available information and may vary depending on your location, number of users, or specific features selected. _
Why Hiring Integration Services Makes Sense
Integrating Amazon Connect with Salesforce can be complex, especially if your team lacks prior experience with telephony or CRM systems. Engaging professional integration services can make the process faster, smoother, and more reliable.
1. Expertise: Professional service providers bring specialized knowledge and experience. They know the best practices for integrating Amazon Connect with Salesforce, ensuring the setup works correctly from day one.
2. Customization: Experts can tailor the integration to your unique business needs and workflows. This ensures features like call routing, screen pops, and automated case creation align with your team’s processes.
3. Time Savings and Ongoing Support: Outsourcing the integration allows your team to focus on core business activities while professionals handle the technical work. Many providers also offer post-integration support to address any issues quickly, keeping your system running smoothly.
Hiring professional services can be a strategic investment that results in a more efficient, scalable, and sustainable solution.
Looking for Amazon Connect and Salesforce integration?
We’re here to help.
FAQs on Amazon Salesforce Integration
1. Can agents use Amazon Connect features directly within Salesforce?
Yes, by installing the Amazon Connect CTI Adapter, agents can make and receive calls, view caller information, and log activities without leaving Salesforce.
2. Is training required for agents?
Yes, training is recommended to ensure agents are proficient with the Amazon Salesforce integration and workflows, including using the softphone and navigating integrated features.
3. How long does the integration process take?
The duration varies depending on factors like system complexity and customization requirements. Typically, the Salesforce-Amazon integration process can take several weeks.
4. Can the integration be scaled as my business grows?
Yes, both Amazon Connect and Salesforce are scalable platforms, allowing the integration to grow with your business needs.
5. Are there any security considerations?
Both Amazon Connect and Salesforce adhere to industry-standard security practices. It’s important to configure security settings appropriately during integration.
Final Thoughts on Integrating Amazon Connect with Salesforce
Connecting Amazon with Salesforce gives your team one place to handle customer interactions and access real-time data. In this guide, we showed how to set up Salesforce CTI integration with Amazon Connect and use supporting apps from the AppExchange for documents, e-commerce, and contact center tools.
Quick Recap: Top Salesforce Apps for Amazon Integration
- DaVinci for Service Cloud Voice by AMC Technology : Works with Amazon Connect, Avaya, Cisco, and other phone systems to create a flexible contact center in Salesforce.
- IVR Migration Tool (Legacy to SCV powered by Amazon Connect & Lex) by NeuraFlash: Helps businesses move from legacy IVRs like Cisco and Avaya to Amazon Lex and Amazon Connect, enabling faster chatbot testing and deployment.
- Commerce Studio by 1440 : Centralizes eCommerce operations in Salesforce. Manages orders, shipping, and customer service, with automatic case creation from Amazon, eBay, Walmart, Shopify, and more.
- CDC Software CTI : Connects telephony systems and Salesforce for real-time call data. Agents see caller details before answering, and all interactions are logged automatically. Compatible with Amazon Connect.
- Omni-Channel Case Router by Ortoo Apps : Routes calls and cases based on skills, language, and availability. Integrates with Amazon Connect and Service Cloud Voice for better customer routing.
- S3-Link by Neilon Technologies : Connects Salesforce with Amazon S3 and other cloud drives for unlimited file storage.
- d.velop documents for M365 : Document management system for Salesforce users leveraging AWS storage. Includes folder automation, sharing, archiving, and collaboration tools.
- Cartularius | AWS S3 & Office 365 Integration by Upper Spire : Stores Salesforce documents in Amazon S3 and supports Office 365 collaboration.
- M2E Multichannel Connect : Links B2C stores with Amazon, eBay, TikTok, Walmart, and more. Automates listings, inventory, and order syncing to prevent over- or underselling.
- Amazon Payment Services Cartridge by C4 Nexus : Integrates Amazon Payment Services with Salesforce Commerce Cloud B2C for secure digital payments and smoother checkout.
- S3 Connector by Advanz101 : Simplifies Salesforce and Amazon S3 file management with upload controls, access permissions, and URL-based file viewing. Easy to set up and free to use.
By following the steps, assigning the right permissions, and choosing the apps that fit your business, you can make Amazon Connect and Salesforce work together reliably. This helps your agents assist customers more easily, improves the overall experience, and keeps your operations consistent and effective.
The post Amazon Connect Salesforce Integration Guide first appeared on Salesforce Apps.
Top comments (0)