Salesforce & AWS Connect Integration
Architected a seamless integration between Salesforce CRM and AWS Connect to provide agents with contextual customer data during calls.
Customer service agents were wasting valuable time toggling between Salesforce and their AWS Connect softphone, leading to longer call times and a disjointed customer experience.
I designed an API-driven solution that embedded a custom Lightning Web Component (LWC) within the Salesforce console. This component displayed real-time call information from AWS Connect and automatically surfaced the relevant customer record on incoming calls.
Reduced average handle time by 30% and increased agent satisfaction. The unified view enabled more personalized and efficient customer interactions, boosting First Call Resolution rates by 22%.