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Amazon Connect and Salesforce Integration Services

zeb (an AWS Premier Tier Partner and Salesforce Summit partner) helps you seamlessly integrate Amazon Connect with Salesforce to deliver personalized, data-rich customer service experiences. Improve agent productivity, reduce call times, and gain a 360° view of your customer interactions inside your CRM.

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About

Deliver smarter customer service with connected experiences.

As an AWS Premier Tier Services Partner and Salesforce Summit Partner, with deep experience across CRM and contact center integrations, zeb enables powerful, real-time connections between Amazon Connect and Salesforce. Our integration services unify customer context across systems, reduce agent effort, and increase customer satisfaction.

What’s Included

Requirements Analysis and CRM Review

We assess your Salesforce implementation, workflows, and data models to understand how best to embed Amazon Connect capabilities.

CTI Adapter Configuration and Custom Enhancements

Implement AWS’s Salesforce CTI adapter and enhance it to support features like screen pops, real-time case creation, task assignment, and click-to-dial.

Omnichannel Routing and Context Sharing

Configure Connect contact flows to leverage Salesforce data for intelligent call routing and contextual escalation.

Amazon Q for Agents

Enable real-time Salesforce-based insights and recommendations within the agent workspace using Amazon Q.

Automation and Reporting

Sync call recordings, transcripts, sentiment data, and case metadata between Connect and Salesforce for improved visibility and compliance.

Training and Testing

Validate functionality across roles and provide tailored documentation and enablement sessions for agents, supervisors, and admins.

Why zeb?

Certified in both Amazon Connect and Salesforce integrations

Proven experience across financial services, healthcare, and retail

Experts in combining AI with customer service operations

Transform your customer service into a Salesforce-driven, AI-enhanced powerhouse by integrating with Amazon Connect.

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