Bring Amazon Connect calls into Front.
A softphone in the Front sidebar, with every call logged as a native Front call object. Launch the softphone from the Front sidebar, screen-pop the matching contact, click-to-call, and log every call to Front as a native call object with the recording, transcript and summary attached.
Built on the Front App SDK & Amazon Connect Streams · Voice alongside email, chat & SMS · Hosted onshore in Australia (ap-southeast-2) · Onboarded with you by the ProUCX team
Connects your existing Amazon Connect instance to Front (frontapp.com) — no extra dialer to license.
The matching Front contact opens the moment the call connects — no searching, lower handle time.
Inbound and outbound calls are written to Front as native call objects, with recording, transcript and summary.
Voice sits beside email, chat and SMS — nothing new for the team to learn, no window to switch.
Voice, in the shared inbox
Front unifies email, chat and SMS in one shared inbox — but voice usually lives in a separate softphone, so calls go unlogged and context is lost. AWS Connect for Front brings Amazon Connect into the same workspace, so a call is just another conversation in the inbox.
The caller is matched to a Front contact and the conversation opens beside the softphone.
Answer, take notes and set a wrap-up disposition without leaving the inbox.
The call lands in Front with recording, transcript and an AI summary attached.
From inbound call to logged call object
Connect your Front instance with a secure OAuth install — the ProUCX controller appears in the Front sidebar.
Point the connector at your existing Amazon Connect instance. Agents launch the softphone from the sidebar and take calls.
On an inbound call, the caller's number is matched to a Front contact and the conversation opens automatically.
Call a Front contact in one click and the softphone dials out through Amazon Connect.
Set a disposition at wrap-up and the call is written to Front as a call object, with recording, transcript and summary attached.
Amazon Connect softphone launched from the Front sidebar, screen-pop to the matching Front contact on inbound calls, click-to-call any Front contact, calls logged as native Front call objects with recording, transcript and AI summary attached, pause and resume recording mid-call, wrap-up dispositions on every call, Amazon Q assist for the agent during the call, hosted onshore in Australia (ap-southeast-2). Configured to your Front workspace and Amazon Connect instance during onboarding.
Everything reps expect — inside Front
A full Amazon Connect softphone launched from the Front sidebar, so calls stay beside the conversation.
Inbound caller ID is matched to a Front contact and the conversation opens automatically.
Dial a Front contact through Amazon Connect in one click, straight from the inbox.
Inbound & outbound calls are written to Front as native call objects with recording, transcript and summary attached.
Pause the recording for sensitive moments and resume it — controlled from the softphone.
Capture a disposition at the end of each call so outcomes are consistent and reportable.
Amazon Q surfaces suggested answers and knowledge to the agent during the call.
Hosted on AWS in Australia (ap-southeast-2) for onshore data residency.
Uses your existing Amazon Connect instance via the Streams API — no additional dialer to license.
Onboarded with you, not self-serve
Unlike our Pipedrive, HubSpot and Dynamics 365 connectors, AWS Connect for Front is set up with you rather than bought off a marketplace shelf. We connect your Front workspace to your Amazon Connect instance, configure screen-pop matching and wrap-up dispositions against your data, and verify a live test call with your team. Book a demo and we'll show it running, then scope your rollout.
Where the softphone runs, and the browser detail worth knowing
Front is a shared inbox running inside a browser tab, and a softphone needs a microphone. Those two facts shape how any Amazon Connect connector behaves inside Front, ours included. None of it is difficult, but it is the sort of thing better read now than discovered by an agent on their first call.
The softphone runs directly in the ProUCX panel in Front’s sidebar — one window, no second tab to keep track of. Front grants the plugin microphone access, so the agent accepts a microphone prompt once and then works entirely inside Front.
Browsers restrict what an embedded panel may do. If running inline fails — a blocked sign-in window, restricted storage for embedded content, or a declined microphone prompt — the softphone falls back on its own to a separate pop-out window. Nothing stops working; the agent simply has a second window beside Front.
Front has no native click-to-dial hook for a telephony app to attach to, so dialling a number from Front is handled by a registered protocol handler instead — which means there is no browser extension to package, push or keep updated as browsers change. One less thing for IT to own.
What that adds up to for whoever plans the rollout: allow the microphone for Front in whatever browser policy you apply, tell agents to expect one microphone prompt, and know that a pop-out window is a normal fallback rather than a fault to raise a ticket about. We cover all three when we onboard you, so none of it lands on an agent as a surprise.
Front publishes its own Amazon Connect integration
It does, and for a lot of teams it is the right place to start. Front’s Amazon Connect listing is published by Front, describes managing Amazon Connect voice calls and SMS messages inside Front, and is shown as available on the Professional and Enterprise plans. If that covers what you need, use it — it is one fewer supplier and one fewer contract. We would rather tell you that than have you find it after a scoping call.
Front lists its integration as available on Professional and Enterprise. Whichever route you take, confirm it against your own Front plan before anyone designs a rollout — ours is a Front App SDK application and your plan matters for it too.
Two things, and they are narrow on purpose: the connector runs onshore in Australia (ap-southeast-2) for organisations with a residency obligation in writing, and it is onboarded with you by the ProUCX team rather than switched on by yourself.
Either way the telephony stays in the Amazon Connect instance you already run, with your routing, your recordings and your reporting. The choice is about who builds and supports the layer inside Front, not about moving your contact centre.
AWS Connect for Front questions
AWS Connect for Front is onboarded with you by the ProUCX team rather than bought self-serve. We connect your Front workspace to your Amazon Connect instance, configure screen-pop and dispositions against your data, and verify a live test call. Book a demo and we'll show it running, then scope your rollout and pricing.
The connector adds a ProUCX controller to the Front sidebar, and by default the Amazon Connect softphone runs inline in that panel — one window, with Front granting the plugin microphone access. If the browser blocks running it inline, it falls back automatically to a separate pop-out softphone window. Either way calls, screen-pop and wrap-up stay beside the conversation you are working.
Yes. Inbound and outbound calls are written to Front as native call objects, with the recording, transcript and an AI summary attached, so voice sits alongside email, chat and SMS.
No. It connects your existing Amazon Connect instance directly to Front via the Amazon Connect Streams API — there's no extra telephony platform to license.
On AWS in Australia (ap-southeast-2) for onshore data residency, working from your existing Amazon Connect instance.
Yes. Front publishes an Amazon Connect listing of its own, described as managing Amazon Connect voice calls and SMS messages inside Front, and shown as available on the Professional and Enterprise plans. For many teams that is the right starting point, and we will say so rather than talk you out of it.
Two reasons, and they are narrow. The ProUCX connector runs onshore in Australia (ap-southeast-2), which matters when data residency is a contractual obligation rather than a preference; and it is onboarded with you by our team rather than switched on by yourself. If neither applies to you, start with Front’s own integration.
Front lists its own Amazon Connect integration as available on Professional and Enterprise. The ProUCX connector is a Front App SDK application, so your Front plan matters for it too — confirm it against your own portal before planning a rollout, and we will check it with you during scoping rather than guess.
Once. The softphone runs inside the ProUCX panel in Front’s sidebar and Front grants that plugin microphone access, so the agent accepts a single browser prompt the first time. If you manage browser permissions centrally, allow the microphone for Front and agents will not see a prompt at all.
Because running it inline did not succeed, and it fell back rather than failing. Browsers limit what embedded panels may do, so a blocked sign-in window, restricted storage for embedded content or a declined microphone prompt will each send the softphone to its own pop-out window. It is expected behaviour and everything keeps working — calls, screen-pop, logging and wrap-up are unchanged.
No. Front does not expose a native click-to-dial hook, so dialling from Front goes through a registered protocol handler rather than an extension. That means nothing to package for your fleet and nothing that breaks the next time a browser changes its extension rules.
See Amazon Connect voice inside your Front inbox
Book a demo and we'll show a live call screen-popping and logging inside Front.