How the AWS Connect for Dynamics 365 connector and LiveUCX treat your data — designed so the sensitive content stays in your own systems.
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.
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.
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.
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.
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.
We're happy to walk security and procurement teams through the architecture and complete vendor assessments. Get in touch and we'll arrange it.