Serverworks Launches Package Solution Integrating Amazon Connect Customer and Salesforce, Supporting Migration from Salesforce Open CTI
Serverworks has launched a package solution that integrates Amazon Connect Customer and Salesforce, supporting migration from Salesforce Open CTI. This solution significantly reduces implementation time and costs, and includes a generative AI-powered automatic summarization feature as standard.
📋 Article Processing Timeline
- 📰 Published: June 11, 2026 at 20:30
- 🔍 Collected: June 11, 2026 at 11:51
- 🤖 AI Analyzed: June 12, 2026 at 16:52 (29h 1m after Collected)
Serverworks Inc. (Headquarters: Shinjuku-ku, Tokyo; President and CEO: Ryo Oishi; hereinafter referred to as Serverworks), an AWS Premier Tier Services Partner of Amazon Web Services (AWS), is pleased to announce the launch of its package solution that integrates Amazon Connect Customer and Salesforce, supporting migration from Salesforce Open CTI.
■Background of Service Provision
The options for system integration between Salesforce and Amazon Connect Customer are diversifying, ranging from utilizing advanced standard features (Salesforce Voice) to custom development tailored to specific requirements.
In response to the corporate need to "reduce initial investment and quickly build an integrated environment," Serverworks has developed this package as a "third option" that significantly compresses implementation time and costs while leveraging existing Salesforce environments.
Furthermore, as the existing integration method, "Open CTI," is scheduled to end support in 2028, measures are needed to prevent cost hikes and resource shortages due to last-minute demand. This package also supports the resolution of challenges for companies wishing to transition to the next-generation integration method systematically and with ample time, while maintaining their current operational image.
■Three Features of This Solution
This service supports the improvement of contact center operational efficiency through the following features:
Speedy Implementation and Cost Performance
By strictly selecting and packaging features, the setup load during implementation has been significantly reduced. For the standard configuration without additional customization, customers only need to follow the instruction manual, enabling connection in as little as one week.
Seamless Integration with Salesforce
Cases are automatically created at the start of a call. This eliminates the need for operators to manually create cases or switch screens, creating an environment where immediate response can begin.
Standard Inclusion of Generative AI for Automatic Summarization
After the call ends, generative AI automatically summarizes the conversation content and writes it directly into Salesforce. The AI prompts (instructions) can be adjusted by the company, allowing for summarization results tailored to operations. This significantly reduces after-call work (ACW) time.
Service Details Page: https://www.serverworks.co.jp/service/architectingandbuild/amazon_connect/salesforce_package.html
■About Serverworks Inc.
Serverworks, with its vision of "Making the world a more comfortable place to work through the cloud," has been supporting cloud adoption and optimization since 2008 as an AWS-only cloud integrator.
As of the end of May 2026, the company boasts over 1,570 client companies and more than 31,700 AWS implementation projects. Since November 2014, it has been continuously certified as an "AWS Premier Tier Services Partner," the highest tier in the AWS Partner Network (APN).
Serverworks has obtained certifications in a wide range of fields, including migration, operations, digital workplaces, and contact centers, and is continuously expanding its AWS business.
For more details on certifications and achievements, please visit: https://partners.amazonaws.com/jp/partners/001E000000NaBHzIAN/
*Company names and service names mentioned in this release are registered trademarks of their respective companies.
*The information in this release is current as of the announcement date and may differ from the latest information.
■Background of Service Provision
The options for system integration between Salesforce and Amazon Connect Customer are diversifying, ranging from utilizing advanced standard features (Salesforce Voice) to custom development tailored to specific requirements.
In response to the corporate need to "reduce initial investment and quickly build an integrated environment," Serverworks has developed this package as a "third option" that significantly compresses implementation time and costs while leveraging existing Salesforce environments.
Furthermore, as the existing integration method, "Open CTI," is scheduled to end support in 2028, measures are needed to prevent cost hikes and resource shortages due to last-minute demand. This package also supports the resolution of challenges for companies wishing to transition to the next-generation integration method systematically and with ample time, while maintaining their current operational image.
■Three Features of This Solution
This service supports the improvement of contact center operational efficiency through the following features:
Speedy Implementation and Cost Performance
By strictly selecting and packaging features, the setup load during implementation has been significantly reduced. For the standard configuration without additional customization, customers only need to follow the instruction manual, enabling connection in as little as one week.
Seamless Integration with Salesforce
Cases are automatically created at the start of a call. This eliminates the need for operators to manually create cases or switch screens, creating an environment where immediate response can begin.
Standard Inclusion of Generative AI for Automatic Summarization
After the call ends, generative AI automatically summarizes the conversation content and writes it directly into Salesforce. The AI prompts (instructions) can be adjusted by the company, allowing for summarization results tailored to operations. This significantly reduces after-call work (ACW) time.
Service Details Page: https://www.serverworks.co.jp/service/architectingandbuild/amazon_connect/salesforce_package.html
■About Serverworks Inc.
Serverworks, with its vision of "Making the world a more comfortable place to work through the cloud," has been supporting cloud adoption and optimization since 2008 as an AWS-only cloud integrator.
As of the end of May 2026, the company boasts over 1,570 client companies and more than 31,700 AWS implementation projects. Since November 2014, it has been continuously certified as an "AWS Premier Tier Services Partner," the highest tier in the AWS Partner Network (APN).
Serverworks has obtained certifications in a wide range of fields, including migration, operations, digital workplaces, and contact centers, and is continuously expanding its AWS business.
For more details on certifications and achievements, please visit: https://partners.amazonaws.com/jp/partners/001E000000NaBHzIAN/
*Company names and service names mentioned in this release are registered trademarks of their respective companies.
*The information in this release is current as of the announcement date and may differ from the latest information.
FAQ
What kind of companies is this integration package suitable for?
It is suitable for companies considering integration between Salesforce and Amazon Connect, especially those planning to migrate from Open CTI, or aiming to improve contact center operational efficiency and utilize AI.
What are the benefits of preparing for the end of Open CTI support?
By migrating systematically before the support ends in 2028, companies can avoid cost hikes and resource shortages due to last-minute demand, allowing for a more relaxed system update.
How is the generative AI automatic summarization feature useful?
It automatically summarizes call content and records it in Salesforce, significantly reducing operators' after-call work (ACW) and contributing to improved response quality.
How long does the implementation take?
For the standard configuration without additional customization, connection can be established in as little as one week, enabling rapid implementation.
What kind of track record does Serverworks have?
As an AWS-only cloud integrator with over 15 years of experience, they have successfully completed numerous projects as an AWS Premier Tier Services Partner.