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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
    1 个月前

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

主题
应用程序集成商业应用程序分析物联网 (IoT)
标签
Amazon ConnectAmazon Kinesis
语言
English
Mario van den Eijnde
已提问 1 个月前117 查看次数
2 回答
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
已回答 1 个月前
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专家
Giovanni Lauria
已审核 1 个月前
  • Mario van den Eijnde
    1 个月前

    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
    1 个月前

    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
    1 个月前

    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
已回答 1 个月前

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