CloudHesive, a leader in cloud services and an Amazon Web Services (AWS) Premier Consulting Partner, announced a significant upgrade to its ConnectPath CX platform, powered by Amazon Connect, with full Salesforce integration. This enhancement enables users to leverage the robust feature sets of ConnectPath CX and Amazon Connect directly within the Salesforce application, improving agent efficiency, customer experience, and operational workflows.
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Unlocking New Features for Salesforce Users
“ConnectPath CX’s integration within Salesforce provides the best of both applications without users having to compromise”
The latest ConnectPath CX upgrade introduces several key features that streamline workflows and boost productivity:
- CTI Flows for Common Events – Automates actions such as opening screens, updating records, and creating dispositions without custom coding.
- Presence Synchronization – Synchronization of user presence between ConnectPath CX and Salesforce Omnichannel, mirroring ConnectPath’s existing Microsoft Teams presence integration.
- Click-to-Dial – Allows users to initiate contacts from a Salesforce record with a single click, eliminating manual copying and pasting, saving valuable time.
Addressing Customer Pain Points
Previously, users needed to toggle between multiple windows and manually transfer data, creating inefficiencies in their workflows. With this integration, ConnectPath CX centralizes all tools and data within Salesforce, simplifying workflows and reducing operational friction.
“ConnectPath CX’s integration within Salesforce provides the best of both applications without users having to compromise,” said Patrick Hannah, CTO of CloudHesive.
Advancing CRM Integration for the Future
This release marks the first step toward broader CRM compatibility, with Salesforce paving the way for future integrations. By automating workflows and centralizing processes, ConnectPath CX, powered by Amazon Connect, continues to deliver seam-less omnichannel customer experiences that drive efficiency and innovation.
Targeted for ConnectPath CX, Amazon Connect, and Salesforce Users
The upgrade is designed for agents and supervisors who rely on ConnectPath CX and Salesforce. Existing customers can access the integration by requesting it from CloudHesive, and CloudHesive is actively seeking early adopters for feedback to enhance future updates.
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