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A cross-account IAM role scoped to read your recordings bucket and contact records. No console access, no long-lived keys, and you can revoke it at any time.
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CCaaS integration
Amazon Connect
conversation intelligence.
Overtone reads Amazon Connect recordings and contact records straight out of your own AWS account, scores every contact against your quality rubric, and writes the results back where your supervisors work.
How the connector works
Read Amazon Connect, score it,
Read Amazon Connect, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Amazon Connect routes or records calls.
Discover contacts
Contact Trace Records stream from Kinesis Data Streams as contacts complete, giving Overtone the contact ID, queue, agent, disposition, and any contact attributes you already set.
Retrieve audio
Post-call recordings are read from your S3 recording bucket. For live scoring, Overtone consumes the Kinesis Video Streams media stream instead.
Return results
Scores and risk flags are written back as contact attributes and pushed to your BI stack.
What Overtone reads
Least-privilege, read-only.
Overtone asks for the minimum needed to attribute and score a conversation. Nothing else is requested, and access is revocable at any time.
| Source | What it provides |
|---|---|
| Contact Trace Records | Contact ID, queue, agent, duration, disposition, transfer chain |
| S3 recordings | Post-call audio, dual-channel where enabled |
| Kinesis Video Streams | Live media for real-time scoring |
| Contact attributes | Any custom attributes set in your contact flows |
| Users API | Agent roster, routing profiles, hierarchy groups |
Deployment
Where it runs.
Overtone can be deployed into your own AWS account, so recordings never leave the environment they were created in. VPC endpoints keep traffic off the public internet entirely.
Alongside what you have
It does not replace Amazon Connect.
Runs alongside Contact Lens rather than replacing it. Contact Lens gives you AWS-native categorisation; Overtone adds your own weighted scorecard, coaching plans with evidence, and outcome attribution.
- Scores 100% of conversations, not a 2% sample
- Your own weighted rubric, versioned and auditable
- Coaching plans with timestamped evidence
- Conversion and retention attribution
Questions
Amazon Connect specifics.
Does Overtone need access to my AWS account?
It needs a cross-account IAM role with read access to your recordings bucket and contact records, nothing more. If you would rather grant nothing at all, Overtone can be deployed inside your own account so the data never crosses an account boundary.
Can it score Amazon Connect calls in real time?
Yes. Post-call scoring reads from S3 and completes in under four minutes at p95. Live scoring consumes the Kinesis Video Streams media stream and surfaces sentiment within about eight seconds.
Do we have to turn on Contact Lens?
No. Overtone transcribes independently, so Contact Lens is optional. If you already run it, both operate side by side without conflict.
Next step
Run it on your
Run it on your
Amazon Connect calls.
Send us a week of audio and the scorecard you already use. We will score every call and show you what your current sample never surfaced.