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Set Up Salesforce Voice with Amazon Connect

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Set Up Salesforce Voice with Amazon Connect

Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources.

Required Editions

View supported editions.
  1. Turn On Salesforce Voice with Amazon Connect
    When you turn on Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance.
  2. Confirm Your Tax Registration Number
    After your Amazon Web Services subaccount is created, confirm your company’s tax registration number for the subaccount.
  3. Create Your Amazon Connect Contact Center
    Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.
  4. Update AWS Root Email Address
    Update your root email address by directly logging in to the AWS console as a root user. When a root email address has changed, and you still have access to the AWS console through your previous root email address, you can update your email address from the AWS console.
  5. Update AWS Primary Phone Number
    Update your primary phone number by directly logging in to the AWS console as a root user.
 
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