AWS re:Post을(를) 사용하면 다음에 동의하게 됩니다. AWS re:Post 이용 약관
AWS re:Postre:Post

Why does Salesforce integration with AWS connect need Kinesis?

0

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
    2달 전

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

주제
애플리케이션 통합비즈니스 애플리케이션분석사물 인터넷(IoT)
태그
아마존 Connect아마존 Kinesis
언어
English
Mario van den Eijnde
질문됨 2달 전120회 조회
2개 답변
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
답변함 2달 전
profile picture
전문가
Giovanni Lauria
검토됨 2달 전
  • Mario van den Eijnde
    2달 전

    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
    2달 전

    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
    한 달 전

    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

0

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
답변함 한 달 전

로그인하지 않았습니다. 로그인해야 답변을 게시할 수 있습니다.

좋은 답변은 질문에 명확하게 답하고 건설적인 피드백을 제공하며 질문자의 전문적인 성장을 장려합니다.

질문 답변하기에 대한 가이드라인

관련 콘텐츠