Amazon Connect integration guide

This guide covers creating and configuring Amazon Connect instances and Kinesis streams for Voci to receive audio and computer telephony integration (CTI) data. Voci leverages Amazon Connect and Amazon Kinesis to provide real-time media streaming, enabling Voci to seamlessly integrate with telephony systems and return transcripts and utterances in real time.

Voci solutions use an Amazon Kinesis stream to capture G.711 audio with an additional Kinesis stream to capture real-time telephony metadata such as:

  • Call locations

  • Agent identification

  • Automatic number identification (ANI)

  • Dialed number identification service (DNIS)

  • Universal called ID (UCID)

  • Date-time stamps

The telephony metadata can be used for tracking calls and analysis to accommodate end-user applications.
The following diagram is a high-level view of the flow between Amazon Connect and Voci ASR solutions.
Note:

Configurations vary based on client licensing, infrastructure, cloud platform, and other variables.

Amazon Connect and Voci ASR flow