Built-In Calling with Amazon Connect

Phone calls are still one of the most effective tools in collections. With our Amazon Connect integration, your collectors can now make and manage calls without leaving Catchpole.

Click-to-Call from Any Account

The Contact Control Panel (CCP) is embedded directly in the collector dashboard. Collectors can click to call a debtor from the account page — no separate softphone app or browser tab needed.

Call Recording & Storage

Every call is automatically recorded and stored in S3. Recordings are accessible from the account’s call history, so supervisors can review calls for quality assurance or dispute resolution.

Real-Time Transcription

Using Amazon Transcribe with Kinesis streaming, calls are transcribed in real time. This gives supervisors live visibility into active calls and creates a searchable text record of every conversation.

Call History & Activity Logging

All calls are logged with duration, status, and links to both the recording and transcript. This feeds into Catchpole’s activity log, giving you a complete audit trail of all collection activity on each account.

How It Works

The integration uses your own Amazon Connect instance, so you have full control over phone numbers, contact flows, and routing. Catchpole handles the provisioning of Connect users and manages credentials for your team.

Set Up

If you’re already using Amazon Connect, integration is straightforward — we just need your instance details. If you’re new to Connect, we can help you get set up.

Request a demo to see the calling experience firsthand.