Voice Insights for Amazon Connect by NLX

Advanced AI Capabilities & Conversation-First Real-Time Monitoring for Amazon Connect Users

Analyze 1,000 contacts for free*
Voice Insights
Real-time contact center metrics

Voice Insights for Amazon Connect by NLX is a comprehensive suite of AI and analytics capabilities integrated into Amazon Connect. Voice Insights is available as a pay-as-you-go Amazon Connect monitoring subscription through the AWS Marketplace.


Voice Insights for Amazon Connect by NLX allows contact center supervisors to monitor contact center metrics, provides a fully searchable repository of calls, and transcribes and analyzes call recordings to help organizations achieve operational efficiency.

Amazon Connect customers can leverage real-time data to reduce their call volumes, reduce Call Handling Time, reduce time spent on reporting and monitoring while providing detailed and easily navigable metrics, understand call drivers and identify opportunities for automation.


NLX is a certified APN Advanced Technology Partner as well as an official technology partner of Amazon Connect. Our expertise is vetted by AWS and our Amazon Connect monitoring product, architecture, and Amazon Connect integration have been validated by the Amazon Connect team.

Business benefits

Actionable real-time monitoring and insights for contact center supervisors


Easily and quickly discover emerging themes and trends from customer conversations.


Conduct fast, full-text search on call and chat transcripts to quickly troubleshoot customer issues.


Leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve performance.


Using these integrated capabilities requires no technical expertise and getting started takes just a few clicks.
Key capabilities

Why Voice Insights for Amazon Connect?

Conversation-first Monitoring

NLX’s powerful conversation-first analytics are uniquely designed to capture and reveal conversations by recognizing them as a unique class of analytics.

Pre-defined Reporting

Pre-defined reports designed to understand your contact center performance in seconds, rather than hours or days. Custom reports also available upon request.

Multilingual Transcripts

Automated transcriptions of call recordings are available in over 30 languages today. Transcription accuracy can be greatly enhanced using our Custom Vocabularies.

Automated Tagging

Language-specific tagging allows great flexibility in categorizing your Amazon Connect contacts. Tags can be defined and managed based on specific criteria (phrases, sentiment).

Data Sharing

Data sharing is made simple through flexible APIs and connectors to other enterprise applications, such as BI tools or data warehouses.

A Complete Solution

Voice Insights for Amazon Connect by NLX is part of a suite of complementary products developed specifically for Amazon Connect users.

- Dialog Studio by NLX is available to support Smart IVR solutions that integrate with Amazon Connect and Amazon Lex. Working with Voice Insights for Amazon Connect, Dialog Studio provides a 360-degree picture of the end-to-end conversation.

- For users of other Contact Centers, Voice Insights for Contact Centers is also available.

- Where customization or enhancements may be required, NLX is available to deliver specific solutions beyond those outlined in the SaaS agreement.


What our customers say

"We observed a number of NLP-powered solutions before choosing NLX. [NLX is] really outstanding from the very start - it takes only 5 minutes to deploy, no coding, no paperwork, etc. The team is always responding in less than 30 minutes and they can tailor their NLX solutions exactly to your needs. NLX is really creating value for our business and we are enjoying it."

—Terentii, Webvork

"Looking forward to improving our business by learning more about our customers. I found the recording analysis feature of Voice Insights particularly useful."

— Ratnapriya, Intraedge

No contracts. AI Automation is included. All usage based.

Voice Insights for Amazon Connect by NLX powers conversation-first chat and call monitoring for Amazon Connect, including transcripts and real-time monitoring of voice recordings.

Usage Costs:

  • $0.01 per call processed
  • $0.04 per recording minute analyzed
  • $0.01 per chat processed

Voice Insights for Amazon Connect

How do I get started?

Our Guided Documentation will walk you through setting up an Amazon Connect integration with Voice Insights for Amazon Connect by NLX. The setup assumes that you already have a working Amazon Connect instance. If you need assistance setting one up or if you migrating from another Contact Center provider, please contact us.

How do I access data in Voice Insights for Amazon Connect for outside use?

You can export your data from Voice Insights using our easy to use data export API. Our data exports contain transcripts along with rich metadata such as sentiment, tags, speaker topics, and more. You can leverage this data in various existing systems. For example, you can use this data in a BI tool, like Amazon QuickSight, along with your CRM data to gain insights into customer engagements. Your data science teams can also use this data to create custom machine learning models with Amazon SageMaker.

I am not an Amazon Connect customer yet. Can I use Voice Insights with my existing contact center software?

Yes, we offer Voice Insights for Contact Centers, which supports integrations with multiple contact center providers. For more information, please contact us for leveraging our adapters to integrate into your existing contact center provider.

What languages does Voice Insights for Amazon Connect support?

We support transcriptions in over 30 languages, including, but not limited to: Australian English, Brazilian Portuguese, British English, Canadian French, Chinese Mandarin - Mainland, Dutch, Farsi, French, German, Gulf Arabic, Hebrew, Indian English, Indian, Hindi, Indonesian, Irish English, Italian, Japanese, Korean, Malay, Modern Standard Arabic, Portuguese, Russian, Scottish, English, Spanish, Swiss German, Tamil, Telugu, Turkish, US English, US Spanish, Welsh English.

Does Voice Insights for Amazon Connect support PII/PCI redaction?

Yes. NLX has support for PII/PCI redaction. For more information see our PII/PCI redaction section in our Guided Documentation.

Is Voice Insights for Amazon Connect secure?

Yes. NLX's technology platform is SOC 2 certified. We follow industry best practices for handling, storing, and processing data. We also employ industry best practices to providing access control to our software and systems. To read more about what we do to keep your data and information safe, please read more in our dedicated section on Security in our Guided Documentation.

What are your data sharing policies?

We do not and will not share your data with any other party. Routinely, we analyze anonymized data sets solely for the purpose of improving our service. For a full list of terms and policies, please take a look at our Terms of Service.
Get started
Analyze up to 1,000 contacts for free

Submit your request for a free credit for monitoring and analyzing 1,000 contacts (or 1,000 minutes, whichever is first). Once you submit, one of our team members will be in touch to confirm your credits and assist with your onboarding.