Amazon Connect + Service Cloud Voice
Workforce management for Salesforce Service Cloud Voice, without the separate WFM tool
Manage Amazon Connect skills, schedules, adherence, live reporting, and IVR configuration from Salesforce. OpusEngage deploys into your own AWS account and Salesforce org and builds on the Service Cloud Voice integration you already run.
What Service Cloud Voice teams get from OpusEngage
Skills and routing managed from Salesforce
Update Amazon Connect routing profiles, security profiles, and proficiencies from the Salesforce user record, in bulk and with an audit trail, instead of raising a ticket to the Connect administrator.
Learn more →Scheduling and live adherence, natively in Salesforce
Build schedules natively in Salesforce, give agents a My Schedule utility bar, and see adherence and shrink in real time so supervisors can coach onshore and offshore teams while it still matters.
Learn more →Real-time reporting in the CRM
Agent availability, queue and skill sizes from VoiceCall, and Connect versus Salesforce status drift on one Lightning web component, scoped by team through public groups.
Learn more →IVR configuration sourced from Salesforce
Hours, holidays, prompts, routing, voicemail, and feature flags per phone number, versioned in Salesforce and read by Amazon Connect contact flows at call time.
Learn more →Read how a 1,200-agent renewable-energy contact center replaced its WFM tooling, review pricing, or see the security and data FAQ.
Frequently asked questions
- What is workforce management for Service Cloud Voice?
- Workforce management for Service Cloud Voice covers scheduling agents, measuring adherence to those schedules, managing skills and routing, and reporting on the contact center in real time. OpusEngage delivers each of these as a module inside Salesforce, using Amazon Connect as the telephony platform.
- Can Amazon Connect skills be managed from Salesforce?
- Yes. OpusEngage User Management lets supervisors assign routing profiles, security profiles, and proficiencies from Salesforce, with bulk operations and an audit trail. Existing Connect configuration can be imported, and changes sync back to Connect.
- How is adherence measured?
- Adherence is computed live against Salesforce Omni-Channel presence statuses, compared to schedules built natively in Salesforce. The same data feeds adherence and shrink reporting.
- Do we need a separate WFM platform alongside OpusEngage?
- OpusEngage Workforce Management is designed to replace scheduling and adherence tooling for contact centers on Service Cloud Voice. Schedules, shift templates, and adherence data all live in Salesforce.
- Where does OpusEngage run?
- Entirely in your own AWS account and Salesforce org. There is no OpusEngage-hosted component, and no contact-center data leaves your environment.
- What are the prerequisites?
- Amazon Connect with Salesforce Service Cloud Voice. OpusEngage builds on the agent mapping, VoiceCall records, and Omni-Channel presence that the integration already provides.
Ready to run WFM from Salesforce?
We will show you 4 modules live on a Connect instance and talk through how they fit your Service Cloud Voice setup.
Request a demo