How to Integrate Customer Profile Data into your Contact Center Experiences - AWS Online Tech Talks

[@SivaChidambaram15]

This's one of the best AWS demo! I have one simple question & anyone can answer. We can make use of the Amazon Connect CTI adapter with the Salesforce. So calls can be answered by the Connect & the ticket creation and details will be pulled from the Salesforce. I understand if a customer not having the CRM application, this Connect profile feature would be great. But why would someone uses the Salesforce have to integrate their data with Amazon Connect? Since they already using the Salesforce!!!

[@awssupport]

That's a great question. 🤔 I suggest sharing it with our collective of engineers via: go.aws/aws-repost. They'll be best equipped to answer you, as well any follow-up questions you may have. 🔧 ^AR

[@chrismcguire8692]

Does it really only work with the following integrations? How is that helpful for those who do not use one of these? Salesforce Zendesk ServiceNow Marketo S3

[@Warrior_Edits441]

1) If prebuilt integrations (connectors) are available for your app, then use them. 2) If there is no pre-built connector available, then you need to check if your app supports integration through AWS App Flow or Event Event Bridge; if yes, then choose this integration. 3) If your app does not support app flow or event bridge, then move your data to the S3. 4) If all of the above steps don't work, you can use SDK or API integration to create objects and perform this task programmatically.

[@chrismcguire8692]

@@Warrior_Edits441 thanks! I am not familiar with app flow or event bridge I will do my due diligence, I appreciate the insight.