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Amazon Connect: Beyond the Basics –Salesforce Service Cloud Voice

Amazon Connect: Beyond the Basics Mini-Workshop Series

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This small group, interactive workshop series offers an opportunity to take your Amazon Connect skillset to the next level. In this technical series, we'll dive deep into some advanced features of Amazon Connect, for those already familiar with the basic Amazon Connect services.

Salesforce Service Cloud Voice

This 2-hour virtual workshop covers core concepts related to the provisioning, configuration, and management of Salesforce Service Cloud Voice. This session will include:

  • A general knowledge of Service Cloud Voice feature offering
  • A high-level overview of administration within Service Cloud Voice
  • Detailed administration of contact flows within Service Cloud Voice to perform transcription within case records, linking new or existing case records and passing data from the IVR to Salesforce

This small-group interactive workshop will provide some insight into this new functionality and enable you to start your own testing and learning experience.

Who Should Attend

Solution Architects, IT decision makers, and business stakeholders who have some familiarity with Amazon Connects capabilities and want to understand the value and scope of the Salesforce Service Cloud Voice offering.


Lecture: Introduction & History of VoiceFoundry and Service Cloud Voice

  • Who is VoiceFoundry
  • Key features of Service Cloud Voice

Overview of Service Cloud Voice

  • Architecture with Amazon Connect
  • Dashboard overview
  • Basic administration


Contact Flow administration

  • SCV Inbound flow with transcription

          - Configuration

          - Testing

  • SCV Pass Data from the IVR System

          - Configuration

          - Testing

  • Service Cloud Voice Link case to voice call record

          - Configuration

          - Testing

Q&A: Service Cloud Voice

Useful Links:


Joshua Rodriguez, Solutions Architect

Joshua Rodriguez joined the VoiceFoundry team in 2020 as a Solutions Architect and is a 17-year veteran of the Telecommunications industry. Prior to working at VoiceFoundry, he was a Network Architect and Implementation Engineer. He built and implemented PBX and call centre solutions prior to becoming a pre-sales engineer with an Avaya Business Partner. He joined VoiceFoundry to help customers transition to cloud-based solutions with AWS and Amazon Connect.

Sony Mammen, Senior Solutions Consultant APAC

Sony Mammen is a Senior Solutions Consultant with nearly 15 years in the Contact Centre and IT Industry. He has been with VoiceFoundry APAC and Quality Connex for over 6 years. During his time with VoiceFoundry, he has led over 100 projects and more than 40 on-boarding projects from various industries. He has worked in both Contact Centre Solution Delivery and Support with a wealth of technical knowledge. 

About VoiceFoundry

With a legacy of over 40 years in the contact centre environment, VoiceFoundry provides customized contact centre solutions that empower customers to deliver intelligent and dynamic customer experiences across all channels, leveraging AWS. VoiceFoundy specializes in the design and delivery of Amazon Connect, a cloud-based enterprise contact centre solution used globally.

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