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Amazon Connect Voicemail

Amazon Connect Voicemail by VoiceFoundry

Many businesses rely on voicemail as an integral communication avenue within the contact center. Amazon Connect Voicemail provides a voicemail solution for cloud-based call centers built on an Amazon Connect instance. With this tool, businesses can easily turn off and on custom recordings, listen to messages, and delete, forward, or even return calls — all within one easy-to-use web portal.

Amazon Connect Voicemail is a fully functional voicemail solution that provides agents and supervisors the ability to quickly access voicemail recordings and transcripts from any device, including a desk phone, email, mobile device or desktop application. Additionally, notifications are sent to the Amazon Connect custom control panel (CCP), or via email, as soon as customers leave a voicemail.

Visual voicemail with AWS Connect Voicemail

Taking messaging to the next level


With AWS Connect Voicemail, agents and supervisors can quickly preview a message, often a more convenient and discreet method than listening to one. When customers leave a voicemail, it is quickly and automatically transcribed to text and delivered via email, or sent to the custom call control panel (CCP) along with the audio file. Amazon Connect agents and supervisors can then read it instead of listening to it, a requirement in today’s business environment.

Receive email with voicemail recordings and transcripts within your email client.

Click to open the message and view the transcribed voicemail.

Click to listen to the audio file, forward the voicemail, delete or make a call back to the customer.

Key features of AWS Connect Voicemail

  • Message recording based on real time audio streaming
  • Record custom greetings for an Agent or Queue (using recorded audio or Polly TTS)
  • Voicemail notifications are sent via email or SMS
  • Manage messages in a simple web portal with the ability to delete, forward and even initiate a call back from the email message
  • Email integration to receive customer voicemail recordings and transcripts in text-based renderings
  • Simple deployment via serverless framework/CloudFormation
  • Combines a rich user interface for message retrieval
  • Extends integration capabilities with other standard email clients

How does AWS Connect Voicemail work?

Amazon Connect Voicemail leverages a blend of AWS services including Amazon Kinesis Video Streams, Amazon Transcribe, AWS Lambda Function and Amazon DynamoDB to deliver voicemail recordings and transcripts. The application records the message, stores the captured message in a designated Amazon S3 bucket, and converts the record to text, which is then delivered via email, webpage or through a custom call control panel (CCP) within the Amazon Connect instance.