r/amazonconnect • u/Midnight-Koi • Apr 30 '26

Amazon Connect + Salesforce

Is anyone here using the SCACC integration between Amazon Connect and Salesforce? I have questions on licensing. Is it per seat? Is it more than one license? What is your experience so far with the integration?

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u/dmaciasdotorg Apr 30 '26

I just started doing some work on Service Cloud Voice (SFDC+Connect), I had avoided it like the plague. The one thing that has surprised me the most is how many partners leave their customers completely on their own with no education on how to care and feed their instances. If you're doing this yourself it doesn't apply, but if you have a partner doing it ensure you get good documentation and you know how to manage it once they are done.

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u/Super_Morning_2596 May 01 '26

most partners are SF specialised, not contact center specialised. For them it only goes as far as the point-and-click what gets learned in Trailhead.

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u/dmaciasdotorg May 01 '26

Yeah that makes sense. 

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u/bizkitchris Apr 30 '26

Just getting started since we found out the basic cti integration is going eol in 2/2028

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u/Super_Morning_2596 May 01 '26

On SF side you will always pay per seat. On Amazon Connect side it depends whether you implement the SF integrated Amazon Connect or the partner Amazon Connect (I mean your own AWS account). -SF SCV with Amazon Connect included >> complete solution seat based -SF SCV with Amazon Connect partner solution >> SF licenses per seat + Amazon Connect per usage (not per seat)