Skills managed from Salesforce
Routing profiles, security profiles, and proficiencies moved into Salesforce with bulk operations and an audit trail, so supervisors could re-skill teams without a Connect administrator.
Customer story
Workforce management for a 1,200‑agent renewable‑energy contact center
A multi-country contact center on Amazon Connect and Service Cloud Voice was paying for workforce management tools that did not fit, could not see adherence in real time, and needed a communications administrator for every skill change. Here is what we replaced.
- Industry
- Renewable energy
- Footprint
- Multiple countries, onshore and offshore teams
- Stack
- Amazon Connect + Salesforce Service Cloud Voice
- agents
- 1,200
- Onshore and offshore, across multiple countries
- calls per day
- 25,000
- Handled on Amazon Connect and Service Cloud Voice
- business units
- 20+
- Customer service, collections, and specialized support
- IVR config round trip
- ~1 s
- Connect to Salesforce and back, with caching
The challenge
Three gaps between Amazon Connect and the CRM
The contact center had a working Connect and Service Cloud Voice integration. What it did not have was a way for the business to manage skills, see the floor live, or run scheduling without bolting on tools built for another stack.
Skilling needed a communications administrator
Every change to who handled which calls went through the team that administered Amazon Connect. Supervisors could not act on their own, and there was no record in the CRM of what had changed.
Reporting was segmented and never live
Queue data sat in Connect, presence in Salesforce, and adherence in a third tool. The business could not report on the current state of the floor, only on yesterday.
WFM tools that were expensive and did not fit
The contact center paid for workforce management software built for a different stack. It gave no insight into current adherence, which made real-time coaching of onshore and offshore agents impossible.
What we built
Three OpusEngage modules, inside Salesforce
One live view of the floor
A Lightning web component showing agent availability, queue sizes from VoiceCall, and Connect versus Salesforce status drift, scoped by public group so each of the 20+ business units sees its own operation.
Scheduling and adherence without the WFM tool
Shifts and recurring templates built natively in Salesforce, a My Schedule utility bar for agents, and adherence computed live against Omni-Channel presence for onshore and offshore coaching.
To confirm: whether Dynamic IVR Configuration was part of this deployment, and the order the modules went live.
Architecture
Everything in the customer’s own environment
Lambda functions in the customer’s AWS account handle the Connect side; Lightning web components, Apex REST endpoints, and platform events in their Salesforce org handle the rest. No OpusEngage-hosted services, and no contact-center data leaving their environment.
Outcomes
What changed for the business
Skill changes without a ticket
Supervisors manage proficiencies and routing profiles for their own teams, with every change audited in Salesforce.
A single live picture across 20+ business units
Customer service, collections, and specialized support each see their own queues, agents, and adherence in the CRM.
Real-time coaching, onshore and offshore
Adherence is visible while it can still be corrected, instead of in a report the next day.
Everything in the customer’s own infrastructure
Lambda functions in their AWS account, components and data in their Salesforce org. No new vendor holding contact-center data.
Results in numbers coming soon. Time saved on skill changes, adherence improvement, and WFM license spend retired will be added once confirmed with the customer.
Customer quote coming soon. A quote from the customer or the delivery lead will be placed here.
Running Connect and Service Cloud Voice?
If any of these three gaps sound familiar, we will show you how the same modules fit your operation.
Request a demo