Amazon CTI Adapter and Service Cloud Voice: What’s Your Choice?
Service Cloud Voice (SCV) was released in 2020 to replace and extend the functionality of the Amazon Connect CTI Adapter, which is used to link Salesforce with Amazon Connect - however, both of them are now supported. So what's the right choice?
If you're looking for a more comprehensive contact center solution with advanced features like real-time call transcription, sentiment analysis, and agent coaching, then Service Cloud Voice might be the ideal option for you.
It provides basic features like integrated telephony, pop-up screen, click-to-dial, and call metrics, but it may be more limited in terms of advanced features and automation.
Responses