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Salesforce Voice Additional AWS Services Add-on License
Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
| View supported editions. |
Important The following Additional AWS Services can be purchased from Salesforce.
These Additional AWS Services are provided by Amazon Web Services, Inc. (“AWS”) and AMCS LLC or
its regional affiliate, as applicable, (“AMCS”). Such AWS and AMCS functionality and services are
Non-SFDC Applications or Third Party Applications (each a “Non-SFDC Application”), as such term
may be defined in the MSA between SFDC and Customer including any addenda thereto (“MSA”) and are
collectively referred to as “Additional AWS Services”.
Note For contractual limitations for Salesforce Voice with Amazon Connect, see this list. Some
service limitations no longer apply with the purchase of the add-on license, such as Amazon
EventBridge, Amazon Simple Notification Service (SNS), Amazon CloudWatch, and Amazon Dynamo
DB.
With the Additional AWS Services add-on license, you have the option to access these AWS services for your contact center. To review your monthly charges for Salesforce Voice with Amazon Connect, run the Salesforce Voice Usage and Cost Report.
| Service | What You Can Do |
|---|---|
| Amazon API Gateway | Create, maintain, and secure APIs at any scale. |
| Amazon CloudWatch (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Observe and monitor resources and applications on AWS, on premises, and on other clouds. |
| Amazon Connect Voice ID | Real-time caller authentication and fraud risk detection using ML-powered voice analysis. |
| Amazon Dynamo DB (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Fast, flexible NoSQL database service for single-digit millisecond performance at any scale. |
| Amazon EventBridge (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Build event-driven applications at scale across AWS, existing systems, or SaaS applications. |
| Amazon GuardDuty | Protect your AWS accounts with intelligent threat detection. |
| Amazon Kinesis Data Firehose | Reliably load real-time streams into data lakes, warehouses, and analytics services. |
| Amazon Pinpoint | Connect with customers through scalable, targeted multichannel communications. |
| Amazon SES | Get reliable, scalable email to communicate with customers at the lowest industry prices. |
| Amazon Simple Notification Service (SNS) (included with your purchase of Service Cloud Voice with Amazon Connect but with limitations) | Fully managed Pub/Sub service for A2A and A2P messaging. |
| AWS Direct Connect | Create a dedicated network connection to AWS. |
| AWS PrivateLink | Establish connectivity between VPCs and AWS services without exposing data to the internet. |
| Amazon Connect (for Amazon Connect Tasks feature) | Manage contact centers by automating workflows for creating, tracking, and assigning tasks to reps. These tasks include follow-ups, customer requests, and actions that the reps must complete even if they are not actively involved in a voice or chat interaction. |
| Amazon Connect (for Amazon Connect Guides feature) | Provide contact center reps with step-by-step guidance and workflows to assist them during customer interactions. |
| Amazon Connect (for Amazon Connect Contact Lens screen recording feature) | Record reps' on-screen activities during customer interactions to provide supervisors with deeper insights into agent workflows and customer service processes. |
| Amazon Connect Contact Lens Agent Evaluation | Create customized evaluation forms, and automate assessments using machine learning to generate detailed performance analytics, helping contact center managers to evaluate rep performance and enhance rep interactions. |
| Amazon Q in Connect Q | Get real-time, personalized assistance for both your customers and reps from the generative AI-powered assistant integrated into Amazon Connect, enhancing customer service experience. |
| Amazon Connect Forecasting & Scheduling | Predict contact center volumes, determine staffing needs, and create efficient rep schedules to optimize contact center operations. |
| Amazon Connect Contact Lens Call Summarization | Provides a generative AI-powered summary of the call after the call is completed. |
| AWS Step Functions | Coordinate multiple AWS services into workflow-based applications. |
| AWS Trusted Advisor | Use the real-time recommendations provided by this service to enhance the security, performance, reliability, cost efficiency, and operational excellence of your AWS environment. |
| AWS Well-Architected Tool | Use the cloud assessment service to evaluate your cloud workloads against AWS best practices and enhance your cloud workloads accordingly. |
| Amazon SQS | Enables components to communicate asynchronously by sending, storing, and receiving messages at scale. |
| Outbound Campaigns | Create and manage proactive call campaigns. |
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