Posted On: Dec 21, 2018

You can now stream customer audio from your Amazon Connect contact center in real time using the new customer voice stream feature. Previously, you could only access customer audio after a call was completed, using the call recording feature. Now, you can automatically stream customer audio from any point during the call, whether it's from the IVR, in a queue, or when speaking to an agent.

With the customer voice stream feature, your customer audio is automatically sent to Amazon Kinesis Video Streams, where it can be accessed by the integrations that you allow. For example, you could integrate customer voice stream with real-time text transcription and sentiment analysis for immediate feedback on call quality, or use this feature with a 3rd party voice biometric product to authenticate the caller automatically without having to enter a password or confirm personal information.

To get started, add the Start media streaming block at the point in your contact flow where you would like to begin streaming real-time customer audio; see the documentation for more details. Customer voice stream is available in all AWS regions where both Amazon Connect and Amazon Kinesis Video Streams is offered. There is no additional charge beyond standard Amazon Connect for service usage and associated telephony rates, and Kinesis Video Stream service usage. To learn more about Amazon Connect, the AWS service for self-service contact centers in the cloud, please visit the Amazon Connect website.