OpusEngage

For Amazon Connect + Salesforce Service Cloud Voice

The workforce layer your Connect and Service Cloud Voice integration is missing.

OpusEngage plugs into your existing Amazon Connect and Service Cloud Voice integration and fills the gaps: user and skill management, schedules and adherence, live reporting, and dynamic IVR configuration, all managed from Salesforce.

Request a demoExplore the modules

OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.

From a production deployment

agents
1,200
Onshore and offshore, across multiple countries
calls per day
25,000
Handled on Amazon Connect and Service Cloud Voice
business units
20+
Customer service, collections, and specialized support
IVR config round trip
~1 s
Connect to Salesforce and back, with caching

Four modules. Each one closes a gap we kept seeing.

Built from the problems we solved on real Connect and Service Cloud Voice implementations. Start with the one that hurts most; each is sold separately.

User Management

Routing profiles, security profiles, and skills, managed from Salesforce.

  • Salesforce is the source of truth
  • No more tickets to the comms admin
  • Bulk changes, with an audit trail
Learn more →

Workforce Management

Schedules, a My Schedule utility bar, and live adherence, natively in Salesforce.

  • Replace the WFM tool, not just integrate it
  • Agents see their day in the utility bar
  • Coach in real time, onshore and offshore
Learn more →

Live Reporting

Agent availability, queue sizes, adherence, and Connect ↔ Salesforce status drift, live.

  • See the whole floor in one place
  • Queue sizes that match the CRM
  • Catch status drift before it costs you
Learn more →

Dynamic IVR Configuration

Hours, prompts, routing, and feature flags per phone number, sourced from Salesforce.

  • Stop editing contact flows for routine changes
  • Versioned, with rollback
  • Feature flags for the phone
Learn more →

Security and data

Runs in your infrastructure

Every OpusEngage module is deployed into your own AWS account and your own Salesforce org. There is no OpusEngage-hosted component, no third-party data store, and nothing that leaves your environment.

Read the security and data FAQ →
  • Your AWS account, your Salesforce orgLambda functions run in your account; Lightning components, Apex, and data live in your org.
  • Least-privilege IAMEach function gets only the Connect and Salesforce permissions it needs, and nothing else.
  • Encrypted end to endTraffic between Connect, Lambda, and Salesforce is encrypted in transit; data at rest stays under your existing AWS and Salesforce encryption.
  • Your data stays with youAgent, schedule, queue, and configuration data never leaves your environment. We have no access to it.
OpusEngage architectureAmazon Connect exchanges agent events and IVR configuration with Lambda functions in the customer's AWS account, which read and write Salesforce through Apex REST and platform events. Lightning web components in Salesforce surface the result to agents and supervisors.YOUR AWS ACCOUNT + YOUR SALESFORCE ORGAmazon ConnectContact flowsAgent status eventsRouting and security profilesProficiencies and queuesOpusEngage LambdasSync users and skillsPublish agent statusServe IVR configurationSalesforceOpusEngage managed packageService Cloud VoiceApex REST + platform eventsLightning components
Every module runs inside your own AWS account and Salesforce org. Nothing is hosted by OpusEngage and no data leaves your environment.

Customer story

Workforce management for a 1,200‑agent renewable‑energy contact center

A multi-country contact center on Amazon Connect and Service Cloud Voice was paying for workforce management tools that did not fit, could not see adherence in real time, and needed a communications administrator for every skill change. Here is what we replaced.

Read the story
Industry
Renewable energy
Footprint
Multiple countries, onshore and offshore teams
Stack
Amazon Connect + Salesforce Service Cloud Voice

See it on your own Connect instance

Tell us which gap hurts most. We will show you the module live and talk through how it plugs into your existing integration.

Request a demo