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January 2025
Amazon Connect Contact Lens now provides free trials for conversational analytics and performance evaluations
Amazon Connect Contact Lens now provides free trials for first-time users of conversational analytics and performance evaluations. New conversational analytics for voice customers will receive a free trial with no charge for the first 100,000 voice minutes per month for the first two months. In addition, customers using Contact Lens performance evaluations for the first time will receive a 30-day free trial, that begins the day that they submit their first performance evaluation. The free trials will enable first-time customers to pilot Contact Lens conversational analytics and evaluations in their environment without incurring additional costs.
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Amazon Connect Contact Lens launches agent performance evaluations for email contacts
You can now evaluate agent performance on emails in Amazon Connect, enabling managers to assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. With this launch, managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (e.g., handle time) in a single UI. Contact centers can also use public APIs to incorporate data from third-party systems (e.g., CSAT, sales volumes, customer retention, etc.) into performance evaluations of email contacts, providing managers with comprehensive insights on agent performance.
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Amazon Connect Contact Lens launches new real-time dashboard
Amazon Connect now integrates with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs.
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https://aws.amazon.com/about-aws/whats-new/2025/01/amazon-connect-contact-lens-real-time-dashboard/
Amazon Connect Contact Lens dashboards now provide configurable groupings and filters
Amazon Connect Contact Lens dashboards now allow you to define widget level filters and groupings, re-order and re-size columns, and delete or add new metrics. With these dashboards, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. Now, you can further customize specific widgets to create dashboards that best fit your business needs. For example, you can create a single line chart that combines contacts queued, average queue answer time, and abandoned contacts, filtered for your most important queues, so you can quickly see how increasing contact volumes impact both wait time and customer abandonment rates.
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Amazon Connect Screen Recording now available in AWS GovCloud (US-West)
Today, we are excited to announce that Amazon Connect screen recording is now available in AWS GovCloud (US-West), expanding its reach to government and public sector customers. This feature, which enables customers to record their agent screens during customer interactions for quality assurance purposes, was previously available in all commercial AWS regions where Amazon Connect is live. With this launch, we're bringing the same powerful capabilities to our AWS GovCloud (US) customers.
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https://aws.amazon.com/about-aws/whats-new/2025/01/amazon-connect-screen-recording-govcloud-us-west/
Amazon Connect now offers a public preview of persistent agent connections for faster call handling
Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent’s user profile to maintain a persistent connection after a conversation ends, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.
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Amazon Connect outbound campaigns can connect a call with an agent in under 2 seconds
Amazon Connect outbound campaigns can now be configured to connect a customer who has picked up a campaign call to an available agent in under two seconds while also supporting automatic call classification. This enhancement helps organizations support regulatory compliance with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA), while increasing customer engagement and agent productivity. Call classification automatically categorizes the outcome of a call using machine learning (ML), rather than requiring agent input, helping improve agent productivity and drive efficient customer engagement. To optimize outbound call performance, customers are encouraged to follow Amazon Connect's best practices to reduce connection latency.
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Amazon
Amazon Connect agent workspace now supports audio optimization for Citrix and Amazon WorkSpaces virtual desktops
Amazon Connect agent workspace now supports the ability to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to a customer service agent’s local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops, providing a better experience for both end customers and agents.
Amazon Connect now provides daily headcount projections in capacity plan downloads
Amazon Connect now provides daily headcount projections in capacity plan downloads, enhancing your ability to review staffing requirements with greater precision. While capacity plans already provided weekly and monthly projections, this launch allows you to access day-by-day headcount requirements for up to 64 weeks into the future. This granular view simplifies key staffing and hiring decisions, such as how many workers to hire while accounting for seasonality and applying different shrinkage assumptions at a day level.
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Amazon Connect Cases now provides more granular search capabilities and customizable case list views
Amazon Connect Cases now allows agents and supervisors to filter cases in the agent workspace by custom field values, making it easier to narrow down search results and find relevant cases. Users can also customize the case list view and search results layout by adding custom columns, hiding or rearranging existing columns, and adjusting the number of cases per page. These enhancements enable users to tailor the case list view to meet their needs and manage their case workloads more effectively.
Amazon Connect now supports agent time off scheduling up to 24 months in the future
Amazon Connect now includes the ability for agents to schedule time off up to 24 months in the future, making it easier for managers and agents to plan ahead of time. With this launch, agents can now book time off in Connect up to 24 months ahead of time (an increase from 13 months). Additionally, you can now upload pre-approved time off windows for a scheduling group (group allowance) for up to 27 months at a time (an increase from 13 months). These increased limits provide agents more flexibility to plan their personal time and also provide managers better visibility into future staffing needs, thus enabling more efficient resource allocation.
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