Connect Amazon Connect to Operata

Connect Amazon Connect to Operata and every contact’s Contact Trace Record (CTR), Contact Lens transcript, IVR flow path, and Lex intent lands in one place — ready for the insight engine and your team.

How it works

Operata reads Amazon Connect data through the Cloud Collector: a set of CloudFormation stacks you deploy in your own AWS account. The stacks attach to the data sources you choose, read records via Kinesis, and forward them to Operata over an Amazon EventBridge Pipe and API destination. Your data never leaves your AWS account boundary until it reaches the Operata ingestion endpoint. The CTR collection stack is the foundation. The others extend it.

Stack	Data source	Use when
CTR collection	Contact Trace Records	You want core contact metadata. Required for the journey trace.
Contact Lens	Contact Lens	You want sentiment and conversation analytics.
IVR Flow Logs	Contact Flow Logs	You want IVR path and block-level visibility.
Amazon Lex	Amazon Lex V2	You want bot intent and fulfilment data.

Before you start

An Operata account with Admin role.
An AWS account with permission to deploy CloudFormation in the region hosting your Amazon Connect instance. See IAM policies.
Your Amazon Connect instance Kinesis CTR stream ARN. Firehose-only setups need a Kinesis stream in front of the Firehose; see Why Kinesis Streams, not Firehose.
Familiarity with the Cloud Collector data path (Kinesis → EventBridge Pipe → Lambda → API destination).

Steps

Send Operata the three install details. Operata builds you a custom CloudFormation template once you provide: the CTR Kinesis stream ARN, the Amazon Connect instance alias (32 characters or fewer), and whether to enable redaction (if yes, the VPC ID and private subnet IDs). Operata responds with a quick-create CloudFormation link and your Operata Group ID.
Install the CTR collection stack — deploy the core stack that creates the Kinesis source binding, the EventBridge Pipe, the redactor Lambda (if enabled), and the API destination that delivers events to Operata.
Verify the integration — place a test call through your Amazon Connect CCP, end the contact cleanly, then check the Operata console. The CTR appears under Get the Details within five minutes.

Verify

Place a test call through your Amazon Connect CCP and end the contact cleanly. In the Operata console, open Get the Details and filter to the last 10 minutes. Your test contact appears with a matching contactId, and the traceRecord field contains the full CTR payload.

Optional add-ons

Once CTRs flow, extend the integration with any of these stacks — each runs independently and does not affect the core pipe:

Install Contact Lens collection — sentiment scores, agent and customer turn data, category matches.
Install IVR Flow Logs collection — block-level visibility into your contact flows.
Install the Amazon Lex integration — bot intent and fulfilment data alongside the CTR.
Grant KMS access — if your Kinesis stream is KMS-encrypted, grant the EventBridge Pipe role access to the key.
Tag the AWS resources — apply your organization’s resource tags to the Cloud Collector stacks.
Install the Cloud Orchestrator — enables Heartbeat and Virtual Agent.
Set up Heartbeat — synthetic checks that call into your contact center on a schedule and measure availability and audio quality.
Deploy the Virtual Agent — automated bot calls that exercise your IVR paths and Lex bots end-to-end.

Troubleshooting

See Troubleshoot the AWS integration for missing records, deployment failures, and secret management issues.

Concept: Cloud Collector — the data path the stacks deploy.
Configure CTR redaction — strip PII before it leaves your AWS account.
IAM policies reference — the roles and policies the stack creates.
Architecture overview — how collectors, signals, and observations fit together.

Start here