A new way of working
Customer link modernized their client’s contact center with Salesforce Service Cloud and Amazon Connect, enabling a bilingual omnichannel setup, 360° customer view, self-service, and scalable cloud telephony for faster resolutions and higher efficiency.
The challenge at hand
The company Customer Link worked for operated on a shared infrastructure with Buyway, leading to data entanglement and limited CRM independence. They needed a scalable, efficient, and unified voice strategy to enhance their customer engagement on multiple channels
The solution
Customer Link’s solution was based on the Salesforce Service Cloud Voice, which integrates with Amazon Connect hosted on an AWS account that’s provisioned by Salesforce.
This project uses:
- Amazon Connect (Voice and Outbound campaigns)
- Amazon VPC and Subnets for the networking aspects in the account
- Amazon Lambda to drive serverless Glue code with Salesforce
- Amazon KMS to store the encryption keys for the integration safely
- Amazon S3 for all data necessary for the Amazon Lambdas
- Amazon Cloudwatch for monitoring & enhancing the Salesforce tracking
Fine results
This project delivered key benefits like:
- Unified Agent Workspace: No more toggling. Calls, case records, and CRM data now coexist in one Salesforce console.
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Faster Resolutions: Real-time context and automation help agents resolve inquiries more effectively.
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Operational Efficiency: Cloud-based, consumption-driven Amazon Connect scales flexibly and reduces overhead.
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Management of Queues associated to routing profiles directly via Salesforce UI.
About Customer Link
Customer Link is a Scale member and is part of some of our sub committees. Customer Link’s Salesforce & AWS Consultants specialize in building CRM systems that cater to your business. Every business is unique, so they tailor our solutions to your wants and needs. They link your people, data, and opportunities to create positive effects throughout your entire organization.