The customer intelligence layer
for Amazon Connect
Built on AWS, by an AWS Partner. Where Contact Lens is enabled, Fizz ingests the output directly: transcripts, sentiment, categories and conversation analytics, and turns it into the intelligence your leaders actually use.
Native, not bolted on
Most platforms claim Connect "support". Fizz is built on AWS by an AWS Select Tier Partner, and ingests Amazon Connect Contact Lens output natively. That means we don't re-transcribe, re-redact, or re-do work AWS has already done for you.
Where Contact Lens is enabled, Fizz consumes the structured output directly: transcripts, per-utterance sentiment, conversation analytics, categories, and PII-redacted text. Setup is a single S3 permission and an event subscription, not a multi-week integration.
On top of that foundation, Fizz adds the layer that matters: contact reasons in your taxonomy, soft skills evaluation, and the executive briefings that tell leaders what's actually happening. Manual QA and Auto QA are available as separate, optional modules - useful if you're not already running Amazon Connect Evaluations, complementary if you are.
What Contact Lens already gives you
Where Lens is enabled on your Connect instance, these signals flow into Fizz on day one, no extra processing.
Transcripts
Speaker-separated, time-stamped, ready to analyse.
Sentiment
Per-turn and per-participant sentiment scoring.
Categories
Rule-based matches for compliance, escalation, and custom phrases.
Conversation analytics
Talk/listen ratios, interruptions, non-talk time, loudness.
PII redaction
Sensitive data removed in transcript and audio where configured.
Post-call summaries
Where enabled on your Connect instance.
What Fizz adds
Contact Lens is the foundation. Fizz is the intelligence layer leaders actually use.
Contact reasons in your taxonomy
Lens categories are useful for compliance signals. Fizz layers your business-specific contact reasons on top, so your reporting reflects how you describe demand.
Soft skills evaluation
Empathy, ownership, tone, professionalism, scored on every interaction. This is the differentiated layer that Lens does not produce.
Quality assurance modules (optional)
Manual QA and Auto QA are separate modules you can switch on if and when you need them. Already using Amazon Connect Evaluations? Keep it - Fizz layers soft skills and contact-reason analysis on the same interactions. Not using it? Fizz Auto QA scores 100% of interactions against your scorecards, no sampling.
Executive intelligence briefings
AI-written summaries explaining what changed week-over-week, why, and what to do about it. Built for the C-suite, not the QA inbox.
Faster to live. Cleaner economics.
Live in 1-2 weeks
Where Lens is enabled, the transcript and sentiment layer is already there. Onboarding becomes a permissions exercise, not an ASR project. Most Connect customers are live within two weeks.
- Connect your S3 output bucket
- Configure event subscription
- Map your contact reasons (and scorecards if you switch on Fizz QA)
Pay once, not twice
You already pay AWS for Lens. Fizz doesn't duplicate that work. Where Lens is enabled, customers benefit from native pricing reflecting the work that's already done upstream.
Connect + Lens customers, talk to us about native pricing. See pricing.
Built for the buyers Amazon Connect serves
Fizz is delivered by HappyPath Labs, an AWS Select Tier consultancy headquartered in Cork, Ireland. We deliver Amazon Connect engagements onshore for regulated and public-sector buyers across the UK and EU. The same team that builds Fizz delivers your Connect implementation.
How it works, end to end
Amazon Connect
Voice, chat, tasks.
Contact Lens
Transcription, sentiment, analytics, categories, redaction.
Fizz Ingest
Native S3 / event-driven consumption.
Fizz Intelligence
Contact reasons, soft skills, executive briefings. Optional QA modules.
Your dashboards
Real-time, role-based, with full audit trail.
Where Contact Lens is not enabled, Fizz still ingests Connect call recordings and runs its own transcription, redaction and analysis pipeline.
See Fizz in action
Tell us a little about your setup and we'll tailor the walkthrough to you.
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ISO 27001 certified · DORA-ready · Built on AWS