Salesforce CTI Integration | Amazon connect

Demystifying Salesforce CTI ( Computer Telephony Integration )
0:00 Introduction
1:00 Age of customer
3:58 Computer Telephony Integration ( CTI )
4:54 Contact Center Platform
6:14 Modes of CTI Integration
11:00 CTI is more then phone
12:48 Type of CTI
18:53 Salesforce CTI AppExchange app
19:34 What we can do with CTI in Salesforce
24:12 Demo with Amazon connect CTI Adapter
29:47 How to setup Salesforce CTI Amazon connect
34:15 Outbound feature of Salesforce CTI
39:45 Reference
#SalesforceCTI #Amazon #AmazonConnect

[@xinli5659]

Great video. Thanks.

[@pavloshchur4822]

Very interesting session!

[@apexhours]

Glad you think so!

[@shakhawathossainshawon4769]

Thanks for the video. And it's really helpful.

[@apexhours]

Glad to hear that!

[@thabisomako1930]

Very great video

[@apexhours]

Thanks for the visit

[@SalesforceUSA]

Johannes, This is a good video. Thank you,

[@apexhours]

Glad you enjoyed it

[@johannesfischer9536]

Thanks a lot, great to hear that you enjoyed it

[@epharmacysolutions]

Thankyou ..was looking for this for my interview .!!

[@apexhours]

All the best

[@awesomekj5812]

What kind of questions to expect around CTI for interview ?

[@yousefrastegari]

Thank you. :)

[@apexhours]

Thanks

[@rajwdc]

This was a good video. Are there any pre-built AWS flows that can be leveraged for screen pop up with the contact id for the inbound calls into case creation

[@ceoatcrystalsoft4942]

Check contact flows in the AWS Connect app

[@prasanthreddy9201]

Is there a way, if I want to search in specific record type in contact with incoming phone number? Assume there two contacts with different record type(ABC, XYZ) in salesforce but with same phone number. So when the call comes in I want to search with that phone number in contacts where record type ABC only. Is this possible? If so how?

[@cloudrizon8098]

Excellent info and demo. Than you !
is there a similar demo for outbound call ?

[@apexhours]

Not yet! but soon

[@naveenkumar-tu8yj]

I need soft custamization with Salesforce pls provide videos link

[@varunaggarwal7000]

Can we have a report of all the calls happened on Amazon connect ?

[@thunder5632]

Yeah, they are called Contact Trace Records. Look up this and you can dump it to different DB and perform complex analysis later on.

[@user-om8uj3uq2e]

I could not see the mentioned trailheads on the video :( did they delete them?

[@apexhours]

Which module you are talking about?

[@user-om8uj3uq2e]

@@apexhours on the last part of the video, there are 3 trailheads being shown in the video. but I could not find them now. Would be great if you can put a link in the decription, thank you.