Security & data handling

Call activities, dispositions and notes created by the connector are written directly into your own Dynamics 365 organisation. ProUCX does not maintain a separate copy of your customer records or call content.

Where your data lives

ProUCX stores only the per-tenant configuration needed to run your connector — for example your Amazon Connect instance URL and region, your Dynamics org URL, screen-pop rules and disposition mappings. This configuration is hosted on AWS, with data-residency options in Australia (Sydney), Singapore, the USA and Europe — so your data stays in the region you choose.

Multi-tenant isolation

The connector is multi-tenant: a single, version-controlled application serves every customer, resolving configuration per tenant. Each tenant's configuration is isolated and addressed by its own tenant identifier, and the agent experience loads only that tenant's settings.

Access & authentication

• The Dynamics administrator who registers the connector's channel URL is the trusted party that authorises it for your organisation.
• Agent access follows your existing Dynamics 365 security roles and single sign-on.
• Amazon Connect agent login can use your standard Connect login or your corporate SSO / SAML identity provider.
• Approved-origin controls ensure the connector panel only loads inside your authorised Dynamics organisation.

Telephony & matching

Inbound caller numbers are matched against your Dynamics records using exact matching on the phone fields you configure, in the E.164 format Amazon Connect provides. The fields searched per entity are configurable per tenant, so the connector only reads the data it needs to screen-pop.

Hosting & delivery

The agent application is delivered over HTTPS via a content delivery network, with configuration served from a regional API. The reconciliation backstop processes Amazon Connect Contact Trace Records and Contact Lens output within your AWS environment to complete call records without overwriting agent-entered data.

Questions or a security review?

We're happy to walk security and procurement teams through the architecture and complete vendor assessments. Get in touch and we'll arrange it.