Amazon Connect serves as the frontline for customer support interactions, providing invaluable insights into customer sentiment and needs. However, much of this valuable feedback remains untapped within the system's data silos. Enterpret's integration with Amazon Connect is designed to unlock this treasure trove of insights, enabling you to gain a comprehensive understanding of customer perceptions and preferences.

Some of the key benefits of this integration are:

Doing trend analysis on the voice of customers on Amazon Connect.
Seeing why users are happy or unhappy with your product's capabilities.
Doing competitor research.
Automatically summarise calls and make sure you're on top of your support call backlog.

Overview

Amazon Connect is an inbound and pull-based integration, which directly ingests your support calls from Amazon Connect into Enterpret.

We require programmatic access to your Amazon Connect call recordings, to be able to ingest the data. The steps to setup that access is covered in the following section.

How to integrate Amazon Connect?

Steps to integrate Amazon Connect into your feedback data :

Go to the lower left of the screen and click on the logo, a panel will open up, click on Integrations.

On clicking Integrations, this screen will open up.
On the top right corner of the screen, click on the + NEW INTEGRATION button.

A list of all available integrations supported in Enterpret is shown on this screen.
Search around for Amazon Connect, Click on CONTINUE > to move forward with the process of integration.
You will asked to choose the type of integration would you like Amazon Connect to be, choose 'Feedback Integration'.

You will be asked to fill in these parameters for setting up the integration - Instance ARN, Access URL, AWS Region, AWS Bucket URI, Access Key, and Secret Key.
Open the Amazon Connect instance that needs to be integrated in your AWS Console.

Your Amazon Connect Account Overview should look like this.
Search for Instance ARN and Access URL on the Account Overview page. Copy and fill out both the fields into the Enterpret Amazon Connect integration form.
Now, to get the AWS Region, click on the region name on the top right of your Amazon Console (make sure you are still on the Amazon Connect Account overview page).

Your AWS region will be highlighted in the dropdown. In the example below, the AWS Region is us-east-1.
Now find the S3 location where your Amazon Connect call recordings are stored. You can find this in the Data Storage section of your Amazon Connect in your AWS Console. Copy this URL by clicking the copy button next to it. Paste the contents to the AWS Bucket URI field in the Enterpret Amazon Connect integration form.
Now to get the Access Key and the Secret Key values, we need to create a User in AWS IAM.

Search for IAM in your AWS console and click on IAM under Services.
On the IAM page, find the Users link under Access Management on the left of the page and click on it.
On the IAM>Users page, find the Create User button to the right of the page.
Fill in the name of the user under User details. You can pick any name but a potential name can be - Enterpret-Amazon-Connect-Integration-User. Then, click on Next.
You will land on Set permissions page. You can click Next.
You will land on the Review and Create page. Click on Create user. This will finish creating the user.
You will get back to the IAM>Users page again. Search for the user you just created using the name. Click on the User name to view the user. You should now land inside the IAM>Users>Enterpret-Amazon-Connect-Integration-User page.
Search for the Add permissions button, which should be open a dropdown. The click on Create inline policy.
You will land on the Specify permissions page. In the Policy Editor, switch from Visual to JSON.

Clear all the text inside the editor and paste the following content. Replace the placeholders <Amazon Connect instance ARN> and the <Amazon Connect S3 bucket name> with the actual values.

Note - We fetched the Instance ARN in Step #6, and we got the S3 URL of the Call Recordings in Step #8, we can get the bucket name from the URL in Step #8.

{
	"Version": "2012-10-17",
	"Statement": [
		{
			"Effect": "Allow",
			"Action": [
				"connect:GetContactAttributes",
				"connect:DescribeContact",
				"connect:SearchContacts"
			],
			"Resource": [
				"<Amazon Connect instance ARN>",
				"<Amazon Connect instance ARN>/contact/*"
			]
		},
		{
			"Effect": "Allow",
			"Action": [
				"s3:GetObject",
				"s3:ListBucket"
			],
			"Resource": [
				"arn:aws:s3:::<Amazon Connect S3 bucket name>",
				"arn:aws:s3:::<Amazon Connect S3 bucket name>/*"
			]
		}
	]
}

e.g

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "connect:GetContactAttributes",
        "connect:DescribeContact",
        "connect:SearchContacts"
      ],
      "Resource": [
        "arn:aws:connect:us-east-1:730335601797:instance/ddbcbffd-f937-42c7-9eb4-9d801db79c59",
        "arn:aws:connect:us-east-1:730335601797:instance/ddbcbffd-f937-42c7-9eb4-9d801db79c59/contact/*"
      ]
    },
    {
      "Effect": "Allow",
      "Action": [
        "s3:GetObject",
        "s3:ListBucket"
      ],
      "Resource": [
        "arn:aws:s3:::amazon-connect-9fb2442a0448",
        "arn:aws:s3:::amazon-connect-9fb2442a0448/*"
      ]
    }
  ]
}

After pasting the above in the policy editor, click on Next. You will land on the Review and Create page.
Fill in the name for the policy under Policy details. You can pick any name but a potential name can be - Enterpret-Amazon-Connect-Integration-User-Access-Policy. Then, click on Create Policy. This will finish creating the policy for the user.
You will get back to the IAM>Users>Enterpret-Amazon-Connect-Integration-User page again. Find and click on the Create access key link on the page under Summary.
You will land on the Access key best practices & alternatives page and will be asked to select Use case. Select Other and click on Next.
You will now be asked to provide a Description tag. You can pick any name but a potential name can be - Enterpret-Amazon-Connect-Integration-User-Access-Key. Fill in the name and click on the Create access key. This will finish creating the access key.
You should now be able to copy the Access key and Secret access key. Copy the values and fill them in the Access Key and Secret Key fields in the Enterpret Amazon Connect integration form.
Now that all the integration parameters are filled in the Enterpret Amazon Connect integration form, fill in the remaining optional fields like description, etc. and click on the INTEGRATE button.
Once the above step succeeds, you will see Amazon Connect as a connected integration in your account for Feedback Integrations.