Skip to main content
5 respostas
  1. 16 de jul., 11:49

    If you're already using Amazon Connect with Salesforce, the IVR is typically configured on the Amazon Connect side, while Salesforce is used for screen pops, call routing, and record association. The setup usually involves configuring contact flows, routing profiles, queues, and then mapping the relevant data into Salesforce. 

    If you're exploring different ways to handle IVR and telephony within Salesforce, you could also take a look at 360 CTI. It supports Salesforce telephony features like IVR, automatic call logging, click-to-dial, and screen pops. Sharing the AppExchange listing in case it's useful while you're evaluating different options: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HEVm1UAH 

    Are you planning to keep Amazon Connect as your telephony provider, or are you evaluating other CTI solutions as well? 

0/9000