Posted On: Mar 7, 2019

You can now use Customer Voice Stream with Amazon Connect in the Asia Pacific (Sydney) AWS Region. 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 pricing for Kinesis Video Stream usage, Amazon Connect service usage, and associated telephony rates. To learn more about Amazon Connect, please visit the Amazon Connect website.