Connect Phone turns your iPhone into a full Amazon Connect agent softphone — take and make customer calls anywhere, with the same tools your agents use at their desk. Live stats, smart transfer, caller history, wrap-up and Amazon Q assist.
A companion app for organisations already running Amazon Connect — agents sign in with their existing Connect login.
The Amazon Connect Contact Control Panel is a browser app — it doesn't travel. Connect Phone gives field teams, remote agents, after-hours on-call and retail staff the real agent experience on the phone in their pocket.
Call audio over a secure connection to your Amazon Connect instance — not a call-back to the agent's number.
Routed contacts ring in the app with Amazon Connect's own softphone ringtone and answer in a tap — no laptop awake, no tab to keep open.
SAML single sign-on or native Connect login. No Connect credentials stored on the device.
Answer, dial, hold, mute and transfer calls over a secure connection to your Amazon Connect instance. Keypad for IVR, quick connects and reject.
Live handled count, average handle time, talk, ACW, hold and occupancy — straight from Amazon Connect.
Queues and agents with live availability. Warm, cold and conference transfer, swap and drop parties — in a tap.
The caller's recent contact history so agents have context before they speak.
Capture a disposition and notes, written back to the Amazon Connect contact.
Pause recording for sensitive moments — card details, personal data — and resume when done.
Your Amazon Q in Connect knowledge and suggestions, right beside the call (optional).
Not just voice — accept chats and tasks, with concurrent contacts and channel-aware screens.
Screen-pop the Connect contact attributes your flows set, so agents open the call informed.
Available, offline and your custom Connect states — set status from the phone.
SAML/SSO or native Amazon Connect login, configured per workspace.
Raise an Amazon Connect task mid-call for follow-up work.
Agents see how they're tracking without asking a supervisor, and move a call on without leaving the app — the two things that keep a mobile agent as effective as one at a desk.
Real screens from Connect Phone. Tap any image to enlarge.
Download Connect Phone on the App Store now — agents are licensed per agent per month through the ProUCX portal, not through Apple.
Prefer consolidated AWS billing? Connect Phone is also available on AWS Marketplace.
Set up a workspace in minutes, or book a walkthrough with the team that built it.
A real softphone. Audio runs over a secure connection to your own Amazon Connect instance — not a call-back to the agent's mobile number — so the call stays a routed Amazon Connect contact end to end.
Not today, and we'd rather say so plainly. Connect Phone rings while the app is open, using Amazon Connect's own softphone ringtone. Ringing on the lock screen with the app closed requires Apple CallKit driven by a VoIP push; on a WebRTC softphone that can disrupt the call audio, and we won't ship it until it's solid. It is on the roadmap. In the meantime, agents keep the app open while rostered on a queue — the same as keeping the CCP tab open at a desk.
The app is free to download on the App Store. Licensing is per agent per month via the ProUCX portal, not through Apple: Basic US$10 / agent / month, Medium US$15 / agent / month, Advanced contact us. Built for teams of 5+.
Your admin configures the workspace in the portal and shares a one-time workspace code. Agents install, enter the code once, then sign in with their Connect login or SAML SSO.
Yes, optionally — Q knowledge and suggestions appear beside the live call.
iPhone, via the App Store. Connect Phone is a companion app for organisations already running Amazon Connect.
Because a forwarded call leaves Amazon Connect — you lose skills-based routing, in-instance recording, real-time metrics and the contact record. Connect Phone runs the real CCP on the phone, so the call stays a routed contact. We go deeper in Amazon Connect on a phone: mobile agents without losing the contact.
See ProUCX support or email service@proucx.com.au.