Bringing Salesforce Into the Amazon Connect Customer Workflow
D3Clarity designed and implemented an Amazon Connect Customer outbound solution — the same kind of outbound campaign management D3Clarity has applied in other outbound campaign modernization engagements — that brought the client's Salesforce-driven sales workflow directly into the agent's screen, as part of D3Clarity's broader Customer Experience practice.
Rather than sending agents back to Salesforce for every task, D3Clarity configured Amazon Connect Customer agent views to surface the Salesforce data and prompts each lead needed. The workflow could store up to 30 Salesforce attributes tied to a lead, with up to 20 of those editable by agents and written straight back into Salesforce. Agents captured and updated customer information as part of the call itself, rather than running a parallel Salesforce session.
Amazon API Gateway and Salesforce-provided JSON objects handled the connective tissue — passing the information needed to launch an outbound interaction and build the matching customer profile inside Amazon Connect Customer. Lead assignment, customer engagement, and post-call follow-up now moved through one continuous flow instead of two disconnected systems.
A Smarter, Automated Outbound Process
The new workflow automated the outbound calling process end to end. Amazon Connect Customer confirmed agent availability, placed the call, and used machine-learning-based call classification to tell a live person from an answering machine — the kind of automated call handling that also supports compliance with regulations like the Telephone Consumer Protection Act. Calls a person answered were routed to an available agent by revenue-based priority; calls that went unanswered triggered automated follow-up messaging instead. Both English and Spanish agent experiences were supported, with WhatsApp used for Spanish-language follow-up.
D3Clarity configured revenue-based prioritization and callback logic so higher-value opportunities got faster attention, while lower-priority leads still followed a structured, repeatable cadence. New leads took priority over callbacks within the same revenue tier, and automated callback scheduling ran within defined business hours. A largely manual outbound process became a consistent, rules-based one.
Once an agent qualified a lead, the solution supported a live handoff to an external funding specialist — bringing the right expert into the conversation without making the customer restart.
Redesigning the Agent Experience Around Amazon Connect Customer
The bigger shift wasn't a feature — it was where agents actually worked.
Instead of treating Salesforce and Amazon Connect Customer as two applications agents had to run side by side, D3Clarity built a CRM-embedded agent workflow: Salesforce attributes and prompts lived inside the Connect Customer interaction itself, and agents could edit that information and send it back to Salesforce without ever leaving the call.
The result was a contact center built around how the sales team actually worked — not simply a swap of one telephony platform for another.
Quality, Reporting & Visibility
D3Clarity configured Amazon Connect Customer Contact Lens for call recording and transcription in English, Spanish, and Brazilian Portuguese, storing recordings in Amazon S3 and feeding them straight into the client's existing QA process.
The solution also introduced reporting on outbound performance indicators the client hadn't tracked before:
- Speed to first contact attempt
- Absolute contact rate
- Abandon rate
- Speed to answer
- Bounce rate when an interaction had to move to another agent
Average handle time landed at 3 minutes and 2 seconds per interaction — a clear, trackable benchmark the client's previous under-5%-reviewed QA process couldn't have produced.
