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ConnectorSupport & commsLive in production

Amazon Connect

Live and recorded call context on the operational picture, in production today.

The Amazon Connect connector subscribes to the contact event stream, so calls appear on the operational picture as they begin, transfer, and end, not minutes later. Contact trace records bring queue, agent, and duration detail once the call completes, and recordings landing in your S3 bucket are picked up for the customer timeline. Paired with a CX platform connector, it syncs call status onto the customer record, so an agent reading a conversation sees the call that just happened beside it.

Every contact event is stamped with its tenant and source, and recording pickup is idempotent, so a re-delivered notification never produces a duplicate on the timeline. Status sync back to the platform of record carries the same idempotency keys. It runs in production today under BearScope, alongside live specialty-commerce conversations.

Kind
Connector
Category
Support & comms
Publisher
Fibric
Availability
Live in production
In production since
2026-04
Sold by
Fibric
Support
Developed and supported by Fibric

Authentication

An AWS cross-account IAM role scoped to your Connect instance and its recording bucket, assumed by Fibric; no long-lived keys leave your account.

What it reads

  • Contact events from the event stream as calls start, transfer, and end
  • Contact trace records with queue, agent, and duration detail
  • Call recordings as they land in your instance's S3 bucket

What it can do

  • Syncs call status onto the customer record in your CX platform, idempotently
  • Updates contact attributes on a contact within the limits you set

Requirements

  • An Amazon Connect instance with the contact event stream enabled
  • A cross-account IAM role granting read access to contact events and the recording bucket

Works with

Operations AnalystOperator Ask what is happening in plain language and get an answer grounded in your real data. Then turn that answer into a vetted action. Live Order RiskOperator Watches every open order and flags the one about to slip before the carrier ever scans it. Runs in production inside BearScope today. Live KustomerConnector Reads conversations and writes notes back, idempotently. Running in production today under BearScope. Live ZendeskConnector Brings tickets, macros, and customer history in as events, a drop-in for the same support capability operators already use. Early access Amazon S3Connector Watches a bucket for the report, feed, or proof file that lands: an inbox an ingest operator can pick up and normalize. Early access

This connector is developed, published, and supported by Fibric. It integrates with Amazon Connect through published APIs. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy

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