Products

Four modules that plug into the integration you already have

Each OpusEngage module solves one gap we kept seeing on Amazon Connect and Service Cloud Voice projects. They are sold separately, share the same deployment model, and are all managed from Salesforce.

OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.

User Management

Manage Connect users, skills, and routing from Salesforce

Routing profiles, security profiles, and agent proficiencies, maintained by the people who run the contact center, with Salesforce as the source of truth.

Explore User Management →

Assign and update Amazon Connect routing profiles from the Salesforce user
Assign and update Connect security profiles
Manage proficiencies: agent, attribute, and level
Import routing profiles, security profiles, and proficiencies from Connect
Bulk operations across teams and business units

Workforce Management

Schedules and adherence, inside Salesforce

Build shifts, publish schedules, and see adherence live against Omni-Channel presence, without a separate workforce management tool.

Explore Workforce Management →

Native schedule builder in Salesforce
Configurable shift activities: breaks, lunch, training, meetings, and more
Recurring shift templates
My Schedule utility bar component for agents
Live adherence computed against Omni-Channel presence

Live Reporting

Live contact-center visibility, built into Salesforce

Agent availability, queue and skill sizes, adherence, and Connect to Salesforce status drift, on a single Lightning component your supervisors already have open.

Explore Live Reporting →

Live agent availability from platform events and presence statuses
Live adherence against published schedules
Live queue and skill sizes from VoiceCall records
Connect vs Salesforce agent status comparison
Configurable views by public group membership and permission set

CRM-sourced dynamic IVR configuration

Change your IVR from Salesforce, not your contact flows

Hours, holidays, prompts, routing, voicemail, and feature flags, configured per phone number in Salesforce, versioned, and read by Amazon Connect at call time.

Explore Dynamic IVR Configuration →

Per-phone-number configuration managed in Salesforce
Hours of operation and holiday schedules
Emergency closure toggle
Configurable prompts: text-to-speech and audio
Routing targets by queue

Not sure which module to start with?

Tell us what hurts most today and we will show you the module that fixes it, live on a Connect instance.

Request a demo