Salesforce Service Cloud Voice – Dynamic multilingual IVR application

Course Information

As a company, you often provide service to your customers in multiple languages. Often, separate phone numbers get published to make a clear distinction between the different languages.

Having different published support numbers requires multiple IVR applications. This creates more possibilities for errors, it requires more testing, etc.

With this training, we build an IVR application that supports multiple languages. The language of the prompts is based on the Contact’s language in Salesforce. The training discusses the usage of Text-to-Speech, but also shows how to use recorded prompts and still keep the same dynamic solution.

This training is specifically created for Salesforce Service Cloud Voice with Amazon Connect.

Build a dynamic IVR app in Salesforce Service Cloud Voice with Amazon Connect


  • Create a fully functional multi-language IVR application in Salesforce Service Cloud Voice
  • Build a dynamic IVR that you may extend with additional languages without updating code
  • Read the Contact’s Preferred Language from Salesforce to load the IVR prompts in correct language from AWS DynamoDB


  • Building functional and technical capabilities in your team allow you to manage your Service Cloud Voice implementation in-house
  • The course fully details the configuration of the Amazon Connect Contact Flow and other AWS services – all you need to build the solution is fully explained in the course

Master Class