Amazon CTI Adapter and Service Cloud Voice: What's Your Choice?

• Date: April 2023 •
Estimated reading time: 7 minutes
Salesforce Developer at Twistellar
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Service Cloud Voice (SCV) was released in 2020 to replace and extend the functionality of the Amazon Connect CTI Adapter, which is used to link Salesforce with Amazon Connect - however, both of them are now supported. So what's the right choice?
The Amazon Connect CTI Adapter is a handy integration that allows businesses to connect their Amazon Connect contact center to Salesforce using the AppExchange package. This browser-based integration enables agents to manage calls, chats, and other interactions right from within Salesforce, providing a seamless experience for customer service operations with a softphone.
Amazon Connect CTI Adapter Interface
Amazon Connect CTI Adapter Interface
Service Cloud Voice, on the other hand, is a cloud-based contact center solution developed by Salesforce that adds voice functionality to the Salesforce Service Cloud platform. It allows organizations to link their telephony systems to Salesforce and create a unified and streamlined contact center experience.
Service Cloud Voice Interface
Service Cloud Voice Interface
With Service Cloud Voice, agents can handle calls, texts, and other digital interactions all from a single platform, enabling them to deliver better customer service using OmniChannel capabilities.
When it comes to choosing between Service Cloud Voice and Amazon Connect CTI Adapter, it all depends on your specific business needs and requirements.
If you're looking for a more comprehensive contact center solution with advanced features like real-time call transcription, sentiment analysis, and agent coaching, then Service Cloud Voice might be the ideal option for you.
It's natively built on the Salesforce platform and offers seamless integration with Salesforce, allowing for more efficient workflows and easier access to customer data. Plus, it's automatically maintained by Salesforce, which means that customers don't have to worry about updating the solution themselves.
On the other hand, if you're looking for a simpler integration between your Amazon Connect contact center and Salesforce and you are mainly focused on telephony capabilities, then the Amazon Connect CTI adapter might be a better fit for your organization.
It provides basic features like integrated telephony, pop-up screen, click-to-dial, and call metrics, but it may be more limited in terms of advanced features and automation.
Ultimately, you should assess your unique business needs and requirements and compare the features and benefits of both solutions to determine which one is the best fit for your organization.
Amazon CTI Adapter and Service Cloud Voice A Feature Comparison
Amazon CTI Adapter & Service Cloud Voice: A Feature Comparison
If you're still in doubt, make sure to contact one of our experts. We have handled CTI integrations for various industries and use cases, and are always happy to help you in making the right choice.
Twistellar's team has carried out a number of industry-oriented projects and we are always open to discuss yours!
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