With the v5.9 release of the Amazon Connect CTI adapter for Salesforce, Connect users can now deliver those same insights, including the full call transcript, directly to the end-customer’s record or case history in Salesforce. Amazon Connect customers have enjoyed being able to gain valuable insights from their call recordings such as customer sentiment, agent sentiment, sentiment change, key phrase detection, categorization tagging, and more simply by enabling Contact Lens in their contact flows. The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce v5.9 now supports automatically adding transcripts and insights from Contact Lens for Amazon Connect to customer records and cases in Salesforce Service Cloud.
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