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Why does Salesforce integration with AWS connect need Kinesis?

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We have setup Salesforce integration with AWS connect and in the guidelines it asks to include the setup of kinesis. But why do we need Kinesis?

Someone please advise.

Thanks Mario

  • ClarenceChoi
    2 mesi fa

    can you clarify if this is AWS SF CTI adapter or SF Service Cloud Voice

Argomenti
Integrazione delle applicazioniApplicazioni aziendaliAnalisiInternet delle cose (IoT)
Tag
Amazon ConnectAmazon Kinesis
Lingua
English
Mario van den Eijnde
posta 2 mesi fa120 visualizzazioni
2 Risposte
1

Hi There,

Kinesis provides a scalable, reliable, and real-time data streaming platform that seamlessly integrates with other services to enable various use cases such as real-time analytics, monitoring, and decision-making.

  • AWS Connect Data Streams : Leveraging Kinesis can provide a robust solution to ensure seamless communication of all events from Amazon Connect to Salesforce. This includes Agent Events and Contact Trace Records (CTRs).

Agent event : https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html

Contact events : https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html

  • Real-time Data Processing : Amazon Connect generate and process large volumes of real-time data, such as customer interactions, call logs, and user activities. Kinesis allows for the seamless ingestion and processing of this data in real-time, enabling timely insights and actions based on the data

  • Contact Lens : Amazon Connect offers a feature called Contact Lens, which provides real-time and post-call analytics for customer interactions. Contact Lens streams contact events directly into Kinesis data streams, enabling real-time analysis and integration with other AWS services for further processing or storage.

Contact Lens : https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens.html

Thanks, Nithish

Nithish Subramaniyan
con risposta 2 mesi fa
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ESPERTO
Giovanni Lauria
verificato 2 mesi fa
  • Mario van den Eijnde
    2 mesi fa

    Hello Nitish,

    Thanks for the answer. To be complete we would like to use transcript "recording" and write the transcripts to the Salesforce Contact. And also when a call is received the appropriate Salesforce Contact form should be opened. You mentioned Contact Lens which I came across also. The main reason for my asking is that it looks like Kinesis is quite costly. So if I don't really need it I could do without. With this as added info can you advise if we should stick with Kinesis (and or Contact Lens) or can do without.

    Thanks Mario

  • Nithish Subramaniyan
    2 mesi fa

    Hi Mario, I Assume that your primary use case is capturing call transcripts and Attach that transcript to salesforce contact. if so then using Amazon Kinesis for streaming CTR could be a cost-effective solution. Since you're only dealing with one CTR per call, the cost should remain manageable,

    Leveraging Kinesis for CTR streaming and Amazon Transcribe for transcript generation seems like a cost-effective for your specific use case. Transcribe : https://docs.aws.amazon.com/transcribe/

    If you need more details about this please feel free to ask. Cheers..!

  • Mario van den Eijnde
    un mese fa

    Hello Nitish,

    Thanks. In that case I will "remove" the kinesis service. I notice by the way that I can only delete the service. Do you have a clever option to pause the service?

    Thanks Mario

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Hello Nitish,

Thanks. In that case I will "remove" the kinesis service. I notice by the way that I can only delete the service. Do you have a clever option to pause the service?

Thanks Mario

Mario van den Eijnde
con risposta un mese fa

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