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- / Products
- / Cloud Contact Center Solutions for Salesforce
- / Amazon Connect
Overview
Using a direct integration into Amazon Connect, CTI Data Connector provides a full Cloud Contact Center solution with integration in Salesforce. It is also perfect for organizations where users work in different locations or at home.
- Browser-based phone (WebRTC) – just log- in into Salesforce and make phone calls
- Smart IVR - complex IVR setups, dynamic IVR with text to speech
- Skill-based routing or routing based on Salesforce data with Automatic Call Distribution for Salesforce
- Voicemail Drop - Leave pre-recorded voicemail messages with a mouse click
- Local phone numbers - Signal a local country-specific phone number for outbound calls. Offer local phone numbers for inbound
- Real-time metrics - about Queues, Agents or routing profiles
- Call Recording - Automatically record a call – ask for permission using IVR
- Call Transcription - added to call in Salesforce
- Voicemail - by e-mail with text transcription
- Callback - Caller can leave a phone number and get a callback
Artificial Intelligence
Amazon Connect offers a wide range of AI services.
Amazon Lex chatbots
Automate phone interactions using natural conversational language. Perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language.
Call Transkriptions
- Convert audio file to text and link it to the call record in Salesforce. Comprehensive option for access permission.
- Over 30 languages
- Automatic Langauge dectection
Contact Lens
Machine Learning analytics to understand the sentiment, trends, and compliance of customer conversations.
CTI Data Connector for Salesforce
The Amazon Connect integration includes all features from CTI Data Connector for Salesforce with over 100 confguration options for workflows and SoftPhone features. Multiple phone systems within one Salesforce organization are possible. Service Cloud Voice and CTI Data Connector for Amazon Connect can also be combined.
Telephone System
CTI Data Connector for Amazon Connect is a direct integration in one of the leading omnichannel Cloud Contact Center solutions - Amazon Connect. It uses the full feature set of available Amazon Services like LexBots, call recording or call transcription.
Subscription License
CTI Data Connector is available as a subscription with pricing per user.
The subscription offers an all-round carefree package:
- CTI Data Connector for Salesforce® license
- Mirage Cloud Server usage
- All updates
- Support via the Mirage Support Center
The fee for Amazon Connect is not included in the subscription.
Long time Salesforce Know-How
Mirage is a Salesforce partner for several years and CTI Data Connector for Salesforce ® is available on the AppExchange since 2011. We use Salesforce in our company since 2005. This ensures that we are always up to date with Salesforce technology.
