Integrations · Amazon Connect
PolyglotCX for Amazon Connect
Calls land in PolyglotCX the moment Amazon Connect writes them — agent ID, queue and metadata included — and flow straight into the AI Quality Management pipeline.
Supported today
How the Amazon Connect integration works
Contact Trace Record events
Connect posts CTR events to PolyglotCX as calls complete, carrying agent, queue and disposition metadata.
S3 recording pickup
PolyglotCX reads the call recording from your Connect S3 bucket automatically, validated by magic bytes.
API-key authentication
A per-tenant API key secures the ingestion endpoint; content-hash dedup makes retries safe.
On the roadmap: An embedded softphone / agent-desktop experience for Amazon Connect (via the CCP and amazon-connect-streams) is part of the softphone and agent-desktop development track. Follow the softphone and agent desktop for progress.
What you get
Every call, scored and structured
100% QA coverage — every Amazon Connect call evaluated against your scorecard
Multilingual transcription with auto language detection and custom vocabulary
Evidence-backed scores with a transcript quote behind every criterion
Voice-to-ticket — a structured CRM ticket drafted from each call
Screen Behaviour QA and a Coaching Hub on top of the same data
Results out over Kafka to your CRM, BI warehouse and alerting
Connect Amazon Connect in a day
Bring one real recording and we’ll run it through the full pipeline on the call.
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