...
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-aws-cloudformation-quick-response/
Amazon Connect now supports AWS CloudFormation for message template attachments
Amazon Connect now supports AWS CloudFormation for Outbound Campaign message template attachments, enabling you to create, manage, and deploy these template attachments using AWS CloudFormation. This enhancement allows customers to define and deploy attachments, such as images or documents, as part of the existing MessageTemplate CloudFormation resource.
Message template attachments are used in outbound email campaigns to enrich content and improve engagement. With this launch, customers can now manage attachments programmatically through infrastructure as code, ensuring consistency, repeatability, and automation across staging, test, and production environments.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns are supported.
Amazon Connect Cases now displays detailed email content within the case activity feed
Amazon Connect Cases now displays email content, including message body, images, and attachment details directly within the case activity feed, enabling case workers to understand email conversations more efficiently and resolve cases faster.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-cases-displays-email-content/
Amazon Connect’s UI builder launches an improved UX/UI
The Amazon Connect UI builder, used to create each step in a Step-by-Step Guide, now features an updated user interface to reduce the complexity to build structured workflows in Connect. The new user interface is designed to make the process of passing dynamic data onto guides and storing data entered in a guide by a user more initiative and consistent with Connect’s workflow orchestration. These improvements provide your managers with a streamlined user experience that enables them to create powerful and flexible experiences for agents and end customers. For example, managers can now define custom variables as dynamic references that can be edited for clarity or reusability and can be shared across multiple fields and components within each step in a guide.
In addition, the UI builder now contains a consistent look and feel with the rest of Amazon Connect by using Cloudscape Design System components. Amazon Connect UI builder is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and the AWS GovCloud (US-West) Region.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connects-ui-builder-improved-ux-ui/
Amazon Connect agent workspace enhances third-party applications to support new actions and workflows
Amazon Connect now allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. For example, when an agent logs in, they see a new training to complete, or when an agent initiates transfer, they see a company-specific phone directory. Agents can also perform new actions within their third-party applications, including filling out forms in pop-up windows and downloading files. When agents finish helping the customer, they can resume their work exactly where they left off. These new capabilities enable agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction.
Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect Contact Control Panel (CCP) launches refreshed look and feel
The Amazon Connect Contact Control Panel (CCP) now features an updated user interface using Cloudscape Design System components to enhance agent productivity and focus. The refreshed user interface includes a updated visual style for colors and buttons, and more visually consistent UI elements across interfaces. This visual refresh provides a more intuitive and streamlined experience for your contact center agents while maintaining the familiar layout and functionality to minimize impact and training requirements.
This updated user interface is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-ccp-look-feel/
Amazon Connect launches forecast editing UI
Amazon Connect now simplifies forecast editing with a new UI experience, enabling planners to make adjustments quickly and better respond to changing contact patterns. With this launch, users can select a forecast, make edits—such as increasing contact volume by a percentage or setting exact values—across specific date ranges, queues, and channels, preview and apply changes within the forecasting UI. For example, if there’s an upcoming marketing campaign expected to drive higher traffic, a planner can increase the short-term forecast by 15% for Tuesdays and Wednesdays between 12 PM and 2 PM for the next two weeks. With this feature, planners can simplify the process of managing forecast changes, improve planning accuracy, and respond faster to demand fluctuations.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-forecast-editing/
Amazon Connect Cases is now available in the Africa (Cape Town) Region
Amazon Connect Cases is now available in the Africa (Cape Town) AWS region. Amazon Connect Cases provides built-in case management capabilities that make it easy for your contact center agents to create, collaborate on, and quickly resolve customer issues that require multiple customer conversations and follow-up tasks.
With this launch, Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-cases-africa-cape-town-region/
June 2025
Amazon Connect now supports external voice transfers in five additional AWS Regions
...