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May 2025
Amazon Connect Contact Lens launches new real-time adherence dashboard
Amazon Connect Contact Lens now include a pre-configured agent adherence widget which supports filtering and sorting on agent adherence metrics, making day-to-day adherence management more efficient for supervisors. With this launch, supervisors can apply filters on adherence status, duration, and percentage; sort by duration or percentage; and apply conditional formatting within the agent adherence widget on the queue and agent performance dashboard. For example, a supervisor can highlight agents who have been falling behind schedule for more than 5 minutes, quickly identify breaches, and notify the agents accordingly. With this widget, supervisors can simplify the process of monitoring adherence, improving productivity, and enabling faster response times to adherence issues.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect adds five new metrics and dashboard drill downs for outbound campaigns
Amazon Connect outbound campaigns now offers reporting on recipients and campaign executions along with additional metrics for tracking progress and troubleshooting issues. These capabilities are available in the Contact Lens dashboards and allow you to easily monitor campaign engagement by tracking total outreach against the total number of recipients targeted. You can drill down into your campaign and examine performance data for each campaign execution - for example, if you run a campaign every week for a month, you can drill down to view campaign performance for each week. You can also identify and resolve any delivery issues against each campaign - for example, out of the 20 delivery issues, you now know 12 had ineligible timezones, and 8 reached communication limit thresholds. The real-time campaigns dashboard shows the journey of your campaign, from how many recipients you targeted to how many you reached. All new metrics are also available through the GetMetricDataV2 API and Zero-ETL data lake for custom reporting or integrations with other data sources.
These enhanced outbound campaign analytics are available in all AWS regions where Amazon Connect outbound campaigns is available.
Amazon Connect adds enhanced contact information to DescribeContact API
Amazon Connect now provides richer contact information through the DescribeContact API, enabling your contact center to take smarter, faster action during and after customer interactions. This update surfaces key insights such as disconnect reasons, recording status, after-contact work time, and custom contact attributes, all in a single API response, helping to reduce complexity and improve performance. For example, a customer chat session might disconnect due to a network issue on the agent’s end. With the new DisconnectReason field in the DescribeContact API, you can now programmatically detect this and re-queue the chat for follow-up, ensuring the customer gets help without having to restart the conversation.
Amazon Connect now publishes post-contact completion events to Contact Event Stream
Amazon Connect now publishes a new contact completion event in the Contact Event Stream (via Amazon EventBridge), delivering real-time insights into when a contact has fully concluded, including the completion of any after-contact work (ACW). This new event empowers contact centers with full-lifecycle visibility into customer and agent interactions, enabling smarter, faster downstream actions. For example, if you were to automatically create a follow-up ticket once an agent finishes their wrap-up work, this event gives you a precise, real-time signal to trigger that workflow, ensuring your systems stay in sync and your customer service stays responsive.
This new event is available in all AWS regions where Amazon Connect is available. Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon EventBridge usage.
Amazon Connect outbound campaigns now supports Poland
Amazon Connect now supports Outbound Campaign calling to Poland in the Europe (Frankfurt) and Europe (London) regions, making it easier to proactively communicate across voice, SMS, and email for use cases such as delivery notifications, marketing promotions, appointment reminders, or debt collection, etc. Outbound Campaigns offers real-time audience segmentation using unified customer data from Customer Profiles, along with an intuitive UI for campaign management, targeting, and analytics. It eliminates the need for complex integrations or direct AWS Console access. Outbound Campaigns can be enabled within the AWS Connect Console.
With Outbound Campaigns, Amazon Connect becomes the only CCaaS platform offering native, seamless support for both inbound and outbound engagement across voice and digital channels in a single, business-friendly application.
https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-outbound-campaigns-poland/
Amazon Connect for WhatsApp Business messaging and SMS now available in new AWS Regions
Amazon Connect is expanding WhatsApp Business messaging to five new AWS Regions: Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Sydney), Canada (Central), and Africa (Cape Town). Additionally, Amazon Connect SMS is now available in Africa (Cape Town). These expansions enable you to engage with customers through their preferred messaging channels while leveraging Amazon Connect's unified contact center capabilities to deliver seamless omnichannel experiences.
With this launch, Amazon Connect for WhatsApp Business messaging and Amazon Connect SMS are now available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town).
Amazon Connect external voice pricing changes
Amazon Connect now has new pricing models for external voice transfer and Contact Lens with external voice systems. The new pricing models have independent pricing for external voice connectors and external voice minutes and are effective for all customers from May 1, 2025.
External voice transfer directly transfers voice calls and metadata from Amazon Connect to another voice system, so you can use Amazon Connect telephony and Interactive Voice Response (IVR) to help improve customer experience. Each external transfer connector is now $3,100 per month and each external voice transfer is $0.005 per minute.
Contact Lens with external voice enables Connect Contact Lens contact records, call recording, real-time and post-call analytics, and agent evaluations with your existing voice system to help improve customer experience and agent performance. Each external voice connector is now $3,100 per month and each external voice minute is $0.012 per minute. Standard Contact Lens conversational analytics and performance evaluation charges apply when used with external voice.
Amazon Connect external voice transfer and Contact Lens with external voice are available in the US East (N. Virginia) and US West (Oregon) AWS Regions.
https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-external-voice-pricing-changes/
Amazon Connect now supports audio optimization for Omnissa cloud desktops
Amazon Connect now makes it easier to deliver high-quality voice experiences in Omnissa Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent’s local desktop to Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (e.g., Omnissa Horizon) and start accepting calls using your custom agent user interface (i.e., custom Contact Control Panel) using APIs in the Amazon Connect open source JavaScript libraries.
AWS service changes
At AWS, we understand that the decision to end support for a service or feature significantly impacts customers. We approach such decisions only after careful consideration. When end of support is necessary, we provide customers detailed guidance on available alternatives and comprehensive support for migration, ensuring minimal disruption to customer operations.
We understand that changes in availability can impact your operations. Our team is committed to supporting you through these transitions. For specific guidance, consult the relevant service documentation or contact AWS Support.
Services closing access to new customers
We are closing access to new customers for the following services on June 20th 2025. Existing customers will be able to continue to utilize the service.
Amazon Timestream for LiveAnalytics
Services announcing end of support
We will be ending support for the following services. Review the specific end-of-support dates and migration paths for each service below.
Amazon Pinpoint
AWS IQ
AWS IoT Analytics
AWS IoT Events
AWS SimSpace Weaver
AWS Panorama
Amazon Inspector Classic
Amazon Connect Voice ID
AWS DMS Fleet Advisor
Services and features reaching end of support
The following services and features have reached their end of support date, and can no longer be accessed.
AWS Private 5G
AWS DataSync Discovery
https://aws.amazon.com/about-aws/whats-new/2025/05/aws-service-changes/
Agent hierarchy groups datatype in Analytics Data Lake
You can use an agent hierarchy groups table to incorporate organizational structure data into your custom analytics and reporting workflows. You can join this with existing tables such as Users to retrieve complete hierarchical information about your agents and their team assignments.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Access Contact Lens real-time dashboards in AWS GovCloud (US) Region
You can access Amazon Connect Contact Lens real-time queue and agent performance dashboards, and flows performance dashboards in AWS GovCloud (US) Region, a secure cloud environment designed for government and public sector customers.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Administrator access for agent schedules
You can grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. You can give certain users access to all published agent schedules without being added as a supervisor to every staff group.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
April 2025
Amazon Connect now shows an agent’s adherence to their work schedules in a calendar view
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