amazon connect integration


Speech recognition and analytics with automatic machine transcription

This Quick Start configures a set of AWS resources to provide a seamless integration between Amazon Connect and VoiceBase in a few easy steps.

VoiceBase provides APIs for cloud-based speech analytics that enable Amazon Connect users to surface valuable insights from their contact center by ingesting recordings, and transcribing and analyzing call data. This Quick Start integration powers agent QA, agent training, sales and customer service optimization, compliance monitoring, and sensitive data scrubbing (PCI, PII, SSN) from your calls.

VoiceBase has a proprietary deep learning neural network speech engine that is built on a secure, scalable, and reliable REST API for flexible access and customization. The core product capabilities include multi-language speech-to-text, knowledge extraction, and machine learning-based predictive analytics.

For more information about VoiceBase, see the VoiceBase website. For support, contact


VoiceBase - Amazon Connect integration

This Quick Start was developed by VoiceBase in collaboration with AWS.
VoiceBase is an APN Partner.

 See the source code for this Quick Start
  •  How to deploy
  •  Resources
  •  How to deploy
  • Step 1 Sign up for an AWS account, if you don't already have one.

    Getting an account will automatically sign you up for Amazon Connect and all other AWS services.
    Step 2 Create a unique Amazon Kinesis data stream for Amazon Connect.
    Step 3 Create a new Amazon Connect instance for the integration, or use an existing instance.
    Step 4 Request API access on the VoiceBase website.

    VoiceBase will approve your account and send you instructions for accessing your VoiceBase developer account and generating your API key.
    Step 5 Deploy the integration.

    Launch the AWS CloudFormation template that performs the integration, and complete the parameter fields. You will need the S3 bucket for call recordings, the Amazon Resource Name (ARN) for the Kinesis data stream, and the API key from your VoiceBase developer account. You can also choose to enable keyword and topic extraction when accessing media files and set the number of shards for the transcription data stream. Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only.
    Step 6 Configure the integration.

    Follow the instructions in the VoiceBase documentation (starting with step 6) to complete configuration tasks.

    Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on the Quick Start.  

    You are responsible for the cost of the AWS services and partner solutions used while running this Amazon Connect integration.

  •  Resources
  • This Amazon Connect integration is related to a solution featured in Solution Space that includes a solution brief, optional consulting offers crafted by AWS Competency Partners, and AWS co-investment in proof-of-concept (PoC) projects. To learn more about these resources, visit Solution Space.