| Table of Contents | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
...
February 2026
Amazon Connect
...
now provides
...
APIs to test and simulate voice interactions
Amazon Connect
...
With this launch, the new Contact Lens free trial are available in all AWS regions supported by Contact Lens.
...
now offers APIs to configure and run tests that simulate contact center experiences, making it easy to validate workflows, self-service voice interactions, and their outcomes. With these APIs, you can programmatically configure test parameters, including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. With this launch, you can also integrate testing directly into CI/CD pipelines, run multiple tests simultaneously to validate workflows at scale, and enable automated regression testing as part of your deployment cycles. These capabilities allow you to rapidly validate changes to your workflows and confidently deploy new customer experiences to production.
These features are available in Asia Pacific (Mumbai), Africa (Cape Town), Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Europe (London), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), and Canada (Central) regions.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
...
Amazon Connect
...
launches an appeals workflow for agent performance evaluations
...
...
Amazon Connect now provides an integrated workflow to capture and resolve agent appeals of performance evaluations, enhancing evaluation fairness and agent engagement. When agents disagree with an evaluation, they can appeal the evaluation along with their reasoning directly within the Connect UI. For example, an agent who received a low evaluation score for active listening on a conversation, may appeal their evaluation by citing specific examples where they actively listened and acknowledged the customer’s problem. Designated managers then receive automated email notifications to review and resolve the appeal. Additionally, managers can monitor which evaluations have been appealed, and track their status, ensuring timely resolution of appeals.
This feature is available in all regions
...
where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
workflow-agent-performance-evaluations
...
...
Amazon Connect
...
Cases now supports CSV uploads to map related field options
Amazon Connect
...
Amazon Connect Contact Lens now offers a new dashboard that lets you monitor real-time agent activity and take immediate actions such as listen-in to a contact, barge (take over) a contact, or change an agent state in a few clicks from a single interface. With this dashboard, 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 track how long an agent has been on after contact work, color code time in specific statuses, and listen into live contacts that need immediate attention. For example, you can automatically highlight in red if an agent is an error state to give a quick visual indicator of where agents might need additional help to change their status back to available.
This dashboard is available in all commercial AWS regions where Amazon Connect is offered.
...
Cases now supports using a CSV file to define which field options appear based on other field values, making it easier to configure complex field relationships on case templates. Instead of manually defining valid options — such as applicable defect types based on product category — admins can upload a file to define these relationships at scale, reducing onboarding effort and configuration time.
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/
...
...
...
...
...
...
...
...
Amazon Connect
...
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.
...
introduces audio enhancements for noisy environments
Today, AWS announces the release of Audio Enhancement for Amazon Connect, helping improve audio quality and reliability for voice calls in noisy contact center environments. With this launch, you can enable Audio Enhancement for your agents so that end customers can hear them more clearly, even in the presence of background noise within the contact center environment.
The Audio Enhancement capability suppresses agent-side background noises and isolates agent voices, removing the effect of background noise and chatter in busy contact center environments. Audio Enhancement offers two specialized modes to match different agent setups. The "Voice Isolation" mode suppresses noises as well as background speech within the contact center, while the "Noise Suppression" mode only suppresses background noises. Contact center administrators can enable these capabilities for agents through the User Management page and select the appropriate mode based on their equipment and setup. Agents with proper permissions can also adjust their settings directly from the Contact Control Panel to optimize for their current environment.
The Audio Enhancement capability is available in all commercial AWS Regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
Amazon Connect launches granular access controls for analytics dashboards
Amazon Connect
...
dashboards now provides granular access controls for analytics dashboards. This enables you to apply resource tags that control who is able to see metrics for specific resources such as agents, queues, and routing profiles. You can now filter metrics using tags to view aggregate metrics for agents or queues that share the same tags. For example, you can tag agents with Department:Customer Service to restrict dashboard metrics visibility to Customer Service team managers.
Amazon Connect dashboards are available in all AWS commercial and AWS GovCloud (US-West)
...
Amazon Connect screen recording is a valuable tool for contact centers looking to enhance their quality assurance processes. By capturing agent desktop activities during customer interactions, supervisors and quality assurance teams can gain deeper insights into agent performance, adherence to procedures, and opportunities for improvement. This feature helps organizations maintain high standards of customer service, ensure compliance with regulations, and identify areas for agent training and development.
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.
Amazon Connect persistent connection preview is now available in all AWS regions where Amazon Connect is offered, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges.
...
regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2026/02/amazon-connect-launches-granular-access/
Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks
Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when an agent receives a Task to process a refund request submitted through an online form, Amazon Connect summarizes earlier activities such as verifying order details, checking return eligibility, and confirming the payment method, and then presents recommended next steps to complete the refund.
To enable this feature, add the Connect assistant flow block to your flows before a Task contact is assigned to your agent. You can guide the recommendations of your generative AI-powered Tasks assistant by adding knowledge bases.
This new feature is available in all AWS regions where Amazon Connect real time agent assistance is available.
https://aws.amazon.com/about-aws/whats-new/2026/02/connect-tasks-ai-assistance/
Amazon Connect now supports multi-line text fields on case templates
Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically to accommodate multiple paragraphs, making it easier to document root cause analysis, transaction details, investigation findings, or customer-facing updates.
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/
...
...
...
...
...
...
...
Amazon Connect
...
now includes agent time-off requests in draft schedules
Amazon Connect
...
now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when generating schedules for next month, you can see that an agent who typically works Monday to Friday wasn't scheduled for the first week because they're on leave without needing to check the published schedules or troubleshooting configuration as to why agent was not scheduled. This launch helps schedulers quickly identify coverage gaps and adjust schedules before publishing them to agents.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/
...
...
...
...
Amazon Connect Cases now supports AWS Service Quotas
Amazon Connect
...
Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention.
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).
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
January 2026
Amazon Connect now
...
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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
December 2024
Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performance
Amazon Connect Contact Lens now offers built-in dashboards to monitor the performance of your conversational AI bots making it easy for you to analyze and continuously improve your self-service and automated experiences. From the Contact Lens flows performance dashboard, you can view Amazon Lex and Q in Connect bot analytics including how your customers communicate their issues, the most common contact reasons, and the outcomes of the interaction. From the dashboard, you can navigate to the bot management page and make updates in a couple clicks to improve bot accuracy. These new capabilities make it easy for you analyze the performance of your conversational AI experiences, all within the Connect web UI.
These features are available in all commercial AWS regions where Amazon Connect and Amazon Lex are available.
Amazon Connect now provides the ability to record audio during IVR and other automated interactions
Amazon Connect now enables you to record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the Contact details page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the “Set recording and analytics behavior” block on the Amazon Connect drag-and-drop workflow designer, allowing you to easily specify portions of the experience to record. For example, pausing and resuming recordings before and after sensitive exchanges, such as when a customer shares their credit card or social security number. These new capabilities make it easy for you to monitor and audit the quality of your self-service experiences or to record interactions for compliance or policy purposes.
IVR recording is available in all AWS regions where Amazon Connect is available. The other automated interactions are available in all commercial AWS regions where Amazon Connect is available.
...
supports tag-based access controls for cases
Amazon Connect now enables you to use tag-based access controls to define who can access specific cases. You can associate tags with case templates and configure security profiles to determine which users can access cases with those tags. For example, you can restrict access to fraud-related cases so that only agents in the fraud department can view or edit them.
Amazon Connect now simplifies linking related contacts to cases using flows
Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to search for a case associated with a prior contact in the chain to follow-up contacts more easily.
In addition, you can now use flows to link a related contact to a case. For example, when you create a case via a Step-by-Step Guide, you can link that case to the main contact (e.g., voice, chat, email, or tasks) directly using flows.
Recurring overrides and visual calendar for hours of operation
Amazon Connect now makes it easier to manage contact center operating hours for recurring events like holidays, maintenance windows, and promotional periods, with a visual calendar that provides at-a-glance visibility by day, month, or year. You can set up recurring overrides that automatically take effect weekly, monthly, or every other Friday, and use them to provide customers with personalized experiences, all without having to manually revisit configurations. For example, every January 1st you can automatically greet customers with "Happy New Year!" and route them to a special holiday message before checking if agents are available, then on January 2nd your contact center automatically returns to normal operations.
Agent screen recording status tracking
Amazon Connect now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents' actions while handling a contact (i.e., a voice call, chat and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch.
Customers can start using Amazon Connect screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus.
Store nested JSON object and looping arrays
Amazon Connect now enables you to store and work with complex data structures in your flows, making it easy to build dynamic automated experiences that use rich information returned from your internal business systems. You can save complete data records, including nested JSON objects and lists, and reference specific elements within them, such as a particular order from a list of orders returned in JSON format.
Additionally, you can automatically loop through lists of items in your customer service flows, moving through each entry in sequence while tracking the current position in the loop. This allows you to easily access item-level details and present relevant information to end-customers. For example, a travel agency can retrieve all of a customer's itineraries in a single request and guide the caller through each booking to review or update their reservations. A bank can similarly walk customers through recent transactions one by one using data retrieved securely from its systems. These capabilities reduce the need for repeated calls to your business systems, simplify workflow design, and make it easier to deliver advanced automated experiences that adapt as your business requirements evolve.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Amazon Lex launches configurable voice activity detection sensitivity
Amazon Lex now provides three VAD sensitivity levels that can be configured for each bot locale: Default, High, and Maximum. The Default setting is suitable for most environments with typical background noise levels. High is designed for environments with consistent but moderate noise levels, such as busy offices or retail spaces. Maximum provides the highest tolerance for very noisy environments such as manufacturing floors, construction sites, or outdoor locations with significant ambient noise. You can configure VAD sensitivity when creating or updating a bot locale in the Amazon Connect's Conversational AI designer.
This feature is available in all AWS commercial regions where Amazon Connect and Lex operate.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
...
...
Amazon Connect Cases now supports
...
AWS CloudFormation
Amazon Connect
...
Amazon Connect IVR provides conversational voice bots in 30+ languages with natural language processing, automated speech recognition, and text-to-speech to help personalize customer service, provide self-service for complex tasks, and collect information to reduce agent handling time. Now, you can use Amazon Connect to modernize the IVR experience of your existing contact center and your enterprise and branch voice systems. Additionally, enterprises migrating their contact center to Amazon Connect can start with Connect telephony and IVR for immediate modernization ahead of agent migration.
...
Cases now supports AWS CloudFormation, enabling you to model, provision, and manage case resources as infrastructure as code. With this launch, administrators can create CloudFormation templates to programmatically deploy and update their Cases configuration—such as templates, fields, and layouts—across Amazon Connect instances, reducing manual setup time and minimizing configuration errors.
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).
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect
...
now provides agent scheduling metrics in data lake
Amazon Connect now
...
Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, sensitive data redaction, content categorization, theme detection, sentiment analysis, real-time alerts, and post-contact summary), and agent performance evaluations (including evaluation forms, automated evaluation, supervisor review) with a rich user experience to display, search and filter customer interactions, and programmatic access to data streams and the data lake. If you are an existing Amazon Connect customer, you can expand use of Contact Lens to other voice systems for consistent analytics in a single data warehouse. If you want to migrate your contact center to Amazon Connect, you can start with Contact Lens analytics and performance insights before migrating their agents.
...
provides agent scheduling metrics in data lake, making it easier for you to generate reports and insights from this data. For example, after publishing schedules for next month, you can access interval level (15 minutes or 30 minutes) metrics such as forecasted headcount, scheduled headcount, and projected service level in Connect analytics data lake. You can view aggregated metrics for an entire business unit (forecast group) or broken down by specific demand segments (demand groups). You can then visualize this data in Amazon Quick Sight or another BI tool of your choice for further analysis, such as identifying periods of over or under-staffing. This eliminates the need for manual reviews of agent schedules thus improving productivity for schedulers and supervisors.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
Amazon Connect launches AI assistant for customer segments and trigger-based campaigns
Amazon Connect now offers new capabilities to proactively engage your customers in a personalized manner. These features help non-technical business users create customer segments using prompts and drive trigger-based campaigns to deliver timely, relevant communications to the right audiences.
Use new segment AI assistant in Amazon Connect Customer Profiles to build audiences using natural language queries and receive recommendations based on trends in the customer data. Identify segments such as customers with an increase in support cases over the last quarter, or whose have reduced purchases in the last month, using easy-to-use prompts. Use new trigger-based campaigns based on real-time customer events on Amazon Connect outbound campaigns to proactively drive outbound communications in just a few clicks. Engage customers with timely, relevant communications via their preferred channels, responding instantly to behaviors such as abandoned shopping carts or frequent visits to specific help pages.
...
Amazon Connect can now automatically select random samples of agent contacts for evaluation
Amazon Connect can now provide managers with random samples of agent contacts for evaluation, so they can provide fair coaching feedback to agents. Managers can specify how many contacts they need to review per agent, as per union agreements, regulations, or internal guidelines. They then receive the required number of contacts randomly selected from the specified timeframe, for example, 3 contacts per agent from the last week. Additionally, managers can use new filters to ensure that the selected contacts are suitable for evaluation, such as those with audio or screen recordings, transcripts, and exclude previously evaluated contacts.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect adds conditional logic and real-time updates to Step-by-Step Guides
Amazon Connect Step-by-Step Guides now enables managers to build more dynamic and responsive guided experiences. Managers can create conditional user interfaces that adapt based on user interactions, making workflows more efficient. For example, managers can configure dropdown menus to show or hide fields, change default values, or adjust required fields based on the input in prior fields, creating tailored experiences for different scenarios.
In addition, Step-by-Step Guides can now automatically refresh data from Connect resources such as flow modules at specified intervals, ensuring agents always work with the most current information.
Amazon Connect Step-by-Step Guides 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/
...
...
...
...
conditional-logic-real-time-updates-step-by-step-guides/
Amazon Connect now supports granular access controls for cases
Amazon Connect now
...
Amazon Connect launches AI guardrails for Amazon Q in Connect
Amazon Q in Connect, a generative AI powered assistant for customer service, now enables customers to natively configure AI guardrails to implement safeguards based on their use cases and responsible AI policies. Contact center administrators can configure company-specific guardrails for Amazon Q in Connect to filter harmful and inappropriate responses, redact sensitive personal information, and limit incorrect information in the responses due to potential large language model (LLM) hallucination.
...
enables you to apply tag-based access control to cases, giving administrators more control over who can view and manage case data. With this capability, you can associate tags with case templates and configure security profiles to control which users can access cases that include specific tags. For example, you can tag fraud-related cases and restrict access so that only users assigned to a fraud security profile can view or edit those cases, helping you enforce internal controls and data access policies.
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/2026/01/amazon-connect-cases-granular-access-controls/
December 2025
Amazon Connect launches WhatsApp channel for Outbound Campaigns
Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns.
Previously, Outbound Campaigns supported SMS, email, and voice channels, while WhatsApp was available only for customers to initiate conversations with your agents. With WhatsApp support in Outbound Campaigns, you can now proactively reach customers through an additional messaging platform while maintaining a unified campaign management experience. You can personalize WhatsApp messages using real-time customer data, track delivery and engagement metrics, and manage communication frequency and timing to ensure compliance. This expansion provides greater flexibility to connect with customers on their preferred platforms while streamlining your omnichannel outreach strategy.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect Contact Lens now automatically categorizes your contacts using generative AI
Amazon Connect Contact Lens now provides you with the ability to automatically categorize your contacts using generative AI, making it easy to identify top drivers, customer experience, and agent behavior for your contacts. You can provide criteria to categorize contacts in natural language (e.g., did the customer try to make a payment on their balance?). Contact Lens then automatically labels contacts that meet the match criteria, and provides relevant points from the conversation. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps supervisors easily categorize contacts for scenarios such as identifying customer interest in specific products, assessing customer satisfaction, monitoring whether agents exhibited professional behavior on calls, and more.
This feature is supported in the English language and is available in two AWS regions including US East (N. Virginia) and US West (Oregon).
...
AWS Support Center Console now supports screen sharing for troubleshooting support cases
AWS announces that AWS Support Center Console now support screen sharing for troubleshooting support cases. With this new feature, you can request a virtual meeting while in an active chat or call, join support calls with one click through a meeting bridge link. With the new virtual meetings, you will be able to share your screen during the meeting and maintain seamless access to case details for efficient troubleshooting. This enhancement simplifies your support experience by keeping all support interactions within the AWS Support Center console.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect launches simplified conversational AI bot creation
Amazon Connect now makes it as easy as a few clicks for you to create, edit, and continuously improve conversational AI bots for interactive voice response (IVR) and chatbot self-service experiences. Now, you can configure and design your bots (powered by Amazon Lex) directly from the Connect web UI, allowing you to deliver dynamic, conversational AI experiences to understand your customer’s intent, ask follow-on questions, and automate resolution of their issues.
By using Amazon Connect’s drag-and-drop workflow designer, you can enhance your bots with Amazon Connect Customer Profiles, making it easy to deliver personalized experiences with no code. For example, you can upgrade your touch-tone menu (e.g., Press 1 for Account Support) with a bot to greet your customer by name, proactively offer to help them pay an upcoming bill, and offer them additional support options. In a few clicks, you can also customize and launch the Connect widget to further enhance your customer’s digital experience. These new bot building capabilities in Amazon Connect make it easy for you create and launch bot-powered self-service experiences by reducing the need for you to manage multiple applications or custom integrations.
This new feature is available in all commercial AWS regions where Amazon Connect and Amazon Lex is available.
...
Amazon Connect now supports multiple choice and date questions in evaluation forms
Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved.
https://aws.amazon.com/about-aws/whats-new/
...
2025/12/amazon-connect-multiple-
...
...
...
...
...
Amazon
...
Amazon Connect now makes it easier for you to collect sensitive customer data and deliver seamless transactional experiences within chats, enhancing the overall customer experience. You can now support inline chat interactions such as processing payments, updating customer information (e.g., address changes), or collecting customer data (e.g., account details) without requiring the customer to switch channels or navigate to another page on your website.
To get started, use Amazon Connect’s No-code UI builder to create step-by-step guides with forms, enable the ‘This view has sensitive data’ option in the Show view flow block to ensure compliance with data protection and privacy standards, and use a Lambda function to send the collected customer data to any application (e.g., a payment processor).
...
Quick Suite now supports memory for chat agents
We are announcing memory for chat agents in Amazon Quick Suite – a feature that allows users to get personalized responses based on their previous conversations. With this feature, Quick Suite remembers the preferences users specify in chat and generate responses that are tailored to them. Users can also view their inferred preferences and remove any memory they don’t want Quick chat agents to use.
Previously, chat users needed to repeat their preferences around response format, acronyms, dashboards, and integrations in every conversation. They also had to clarify ambiguous topics and entities in chat, increasing the tedious back and forth needed to get accurate and insightful responses. Memory addresses this pain point by remembering facts and details about users in a way that ensures responses provided to users continuously learn and improve. Users also control what Quick Suite remembers about them – all the memories are viewable and removable by users, and users have the choice to start chat in Private Mode in which conversations are not used to infer memories.
Memory in Quick Suite chat agents is available in US East (N. Virginia) and US West (Oregon).
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
AWS announces Salesforce Contact Center with Amazon Connect (Preview)
Today, AWS announces the Preview of Salesforce Contact Center with Amazon Connect, a groundbreaking offering that integrates native digital and voice capabilities into Salesforce Service Cloud, delivering a unified and streamlined experience for agents. Salesforce users can now unify and route voice, chat, email, and case management across Amazon Connect and Service Cloud capabilities, streamlining operational efficiency and enhancing customer service interactions.
...
Amazon Connect launches additional details within real-time metric alerts
Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
Amazon Connect launches generative AI-powered self-service with Amazon Q in Connect
Amazon Q in Connect, a generative-AI powered assistant for customer service, now supports end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels. With this launch, businesses can augment their existing self-service experiences with generative AI capabilities to create more personalized and dynamic experiences to improve customer satisfaction and first contact resolution.
Amazon Q in Connect can directly converse with end-customers and reason over undefined intents for more ambiguous scenarios to provide customers accurate responses. For example, Amazon Q in Connect can help end-customers by completing actions such as booking trips, applying for loans, or scheduling doctor appointments. Amazon Q in Connect also supports Q&A, helping end-customer get the information they need as well as asking end-customers follow up questions to determine the right answers. If a customer requires additional support, Amazon Q in Connect provides seamless transition to customer service agents, preserving the full conversation context ensuring a cohesive customer experience.
amazon-connect-additional-details-real-time-metric-alerts/
Amazon Connect expands automated agent performance evaluations to 5 additional languages
Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages.
This feature is supported in 8 AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore).
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
November 2025
Amazon Connect now supports
...
configuration of email address aliases
Amazon Connect now
...
Amazon Connect for WhatsApp Business messaging makes it easy for your customers to initiate a conversation by simply tapping on WhatsApp-enabled phone numbers or chat buttons published on your website or mobile app, or by scanning a QR code. As a result, you are able to reduce call volumes and lower operational costs by deflecting calls to chats. WhatsApp Business messaging uses the same generative AI-powered chatbots, routing, configuration, analytics, and agent experience as voice, chat, SMS, Apple Messages for Business, tasks, web calling, and email in Amazon Connect, making it easy for you to deliver seamless omnichannel customer experiences.
...
lets you configure aliases for email addresses, so customers see trusted identities when sending or receiving messages, helping maintain a consistent brand experience and simplify email management. For example, when forwarding a customer-facing address such as support@company.com to an address in Amazon Connect, you can configure an alias to ensure customers continue to see support@company.com as the sender.
Amazon Connect Email is available in the 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
...
) regions.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect
...
Cases adds conditional field visibility and dependent options
Amazon Connect
...
Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.
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/
...
...
...
...
...
...
...
...
Amazon Connect
...
outbound campaigns supports ring time configuration for unanswered calls
Amazon Connect
...
outbound campaigns now offers campaign managers the ability to configure how long voice calls should ring—between a range of 15 and 60 seconds—before marking a call as “no answer” and moving to the next contact. Each contact also records when ringing began and ended for precise reporting and traceability.
When ring duration is static, businesses struggle to balance calling efficiency and customer reach. Calls that ring too briefly may miss customers who take longer to answer, while excessive ring times delay overall campaign pacing. This lack of control leads to inconsistent contact rates and reduced agent productivity.
With configurable ring time, campaign managers can tune dialing behavior to their audience for each campaign, use analytics to see exactly how long each call rang, and understand where connections were missed. This visibility helps identify patterns, refine calling strategies, and continuously improve campaign effectiveness.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. This feature is available in AWS regions, including 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)
...
.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect now
...
You can now configure holidays and other variances to your contact center Hours of operation with “overrides” in Amazon Connect, using APIs or the admin website. Overrides are exceptions to your contact center’s standard day-of-the-week operating hours. For example, if your contact center opens at 9am and closes at 10pm, but on New Year’s Eve you want to close at 4pm to allow your agents to get home in time to celebrate, you can add an override to do so. When the holiday arrives and you close your contact center early, callers get the after hours customer experience.
Hours of operations overrides are supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-holiday-overrides-hours-operation/
Amazon Connect now provides agent schedule data in analytics data lake
Amazon Connect now provides published schedules data in the analytics data lake, making it easier for you to generate reports and insights from this data. From agent schedules data in the analytics data lake, you can now automate key operational use cases such as generating reports for paid and unpaid hours for payroll, generating summarized views of how many agents are scheduled to work and how many have time-off in a given time period. You can also address audit and compliance use cases such as generating a detailed report of all scheduled events for all agents for the past two years. To generate these reports and insights, you can use Amazon Athena with Amazon QuickSight or another business intelligence tool of your choice.
...
provides conversational analytics for voice and chat bots
Amazon Connect now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.
With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.
Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers, agents, and supervisors.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect now offers persistent agent connections for faster call handling
Amazon Connect
...
Amazon Connect Tasks can now be configured to expire up to 30 days from creation, with a default of 7 days. For example, less urgent tasks like monthly expense notifications can stay active for up to 30 days before escalating to a supervisor, while urgent tasks like customer escalations can now be sent to a supervisor after 1 minute. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved.
...
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.
Amazon Connect persistent connection is now available in all AWS regions where Amazon Connect is offered
...
, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect now
...
enables agents to send follow-up replies to email contacts
Amazon Connect now
...
allows agents to send follow-up replies to email contacts, making it easier to
...
Multi-party chat can be enabled within the AWS Console. Once enabled, agents can simply use a Quick Connect to invite additional agents to an ongoing chat. This feature is available in all commercial AWS regions where Amazon Connect is available.
...
share additional information or continue assisting customers without starting a new thread. This capability preserves the full conversation history, helping agents maintain context and deliver consistent, seamless support.
Amazon Connect Email is available in the 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) regions.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
-enables-agents-send-followup-replies/
Amazon Connect launches
...
monitoring of contacts queued for callback
Amazon Connect now provides you with the ability to monitor which contacts are queued for callback. This feature enables you to search for contacts queued for callback and view additional details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. You can now pro-actively route contacts to agents that are at risk of exceeding the callback timelines communicated to customers. Businesses can also identify customers that have already successfully connected with agents, and clear them from the callback queue to remove duplicative work.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect now supports
...
You can now remove queues and routing profiles that are no longer required in your contact center directly from the Amazon Connect admin website, in addition to the API-based deletion that was previously supported. For example, if your team set up sample queues to test a use case that are no longer needed, or you are consolidating your routing profiles because you have reorganized agents, you can now click to remove the unwanted resources.
To get started, open the Amazon Connect admin website and navigate to the queues or routing profile page. Use the delete action to remove unneeded rows and free up service quotas for that resource. The updated UIs are available in all AWS Regions where Amazon Connect is offered.
...
multi skill agent scheduling
Amazon Connect now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect now provides
...
metrics on completion of agent performance evaluations by managers
Amazon Connect now provides
...
metrics that measure completion of agent performance evaluations, improving manager productivity and evaluation consistency. Businesses can monitor if the required number of evaluations for their agents have been completed, ensuring compliance with internal policies (e.g., complete 5 evaluations per agent per month), regulatory requirements, and labor union agreements. Additionally, businesses can analyze evaluation scoring patterns across different managers, to identify opportunities to improve evaluation consistency and accuracy. These insights are available in real-time through analytics dashboards in the Connect UI, and APIs.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
...
...
Amazon Connect
...
Amazon Connect now records all changes made on the Agent status page as events in AWS CloudTrail. This enables you to look in AWS CloudTrail to identify which admin website user added, updated or disabled an agent status, for example adding ‘Break’ and ‘Training’ to the standard available and offline choices. Now you have the same logging capabilities available on other resources such as users, queues, and flows that help you analyze and monitor changes to your contact center.
The updated UI with AWS CloudTrail support is available in all AWS Regions where Amazon Connect is offered.
Amazon Connect launches improved agent hierarchy configuration interface with AWS CloudTrail support
Amazon Connect provides a refreshed experience for configuring hierarchies on the admin website, giving customers better ways to navigate complex organizational structures quickly and accurately. Hierarchies are a way for customers to organize their agents into teams and groups for reporting purposes (e.g. by department, location, or skill sets). Now customers can visualize their tree structure and find resources using free-text type-ahead search. Because this UI is now powered by public APIs, customers can leverage AWS CloudTrail to log, view and audit all changes to hierarchy groups and structures regardless of who made them or how.
...
now supports creation of custom metrics for use in dashboards and APIs
Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs.
With custom metrics, you can track performance in ways that matter most to your business. For example, create average handle time metrics for premium versus standard customer segments, calculate total agent time on outbound calls by product line, or measure queue performance filtered by contact type such as callbacks versus incoming calls.
This new feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-metric-customization/
Amazon Connect Outbound Campaigns now supports multi-step, multi-channel customer engagement journey builder
Amazon Connect Outbound Campaigns now supports visual journey builder, a new feature that lets you create multi-step, multi-channel customer engagements directly in the Amazon Connect console. You can design end-to-end engagement experiences that combine voice, SMS, email, and WhatsApp interactions to reach customers proactively and reduce inbound contact volume.
Outbound Campaigns help you automate personalized communication flows based on customer behavior or time-based triggers. For example, you can send an appointment reminder by SMS, follow up with a voice call if the customer does not respond, and send a confirmation email once the appointment is booked. You can also configure steps in the journey builder that offer customers the option to connect with a live agent through Amazon Connect when additional support is needed. You can use existing Amazon Connect Flow integrations, AI capabilities, and customer data from Amazon Connect Customer Profiles to tailor each interaction. This helps contact centers improve engagement rates, reduce manual effort, and deliver more consistent customer experiences.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is
...
supported.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
...
...
...
...
Amazon Connect
...
launches automated email responses using conditional keywords and phrases
Amazon Connect now
...
allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent.
To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing.
Amazon Connect email is available in the 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) regions.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
October 2025
Amazon Connect
...
now supports agent screen recording for ChromeOS
Amazon Connect now
...
provides screen recording for agents using ChromeOS devices making it easier for you to help improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task).
Screen recording on ChromeOS is available in all the AWS Regions where Amazon Connect is already available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
...
Amazon Connect
...
now enables you to customize service level calculations
Amazon Connect now enables you to
...
customize service level calculations to your specific needs. Supervisors and managers can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation. For example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. Customization of service level calculation is available from the metric configuration section on the analytics dashboards.
With this feature supervisors and managers can now create a service level metric calculation that better aligns with their business operations. With a customized view of service level performance, operations managers can assess how effectively they have met their service standards.
This new feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
10/amazon-connect-enables-service-
...
...
...
Amazon Connect offers new personalized and proactive engagement capabilities
...
Amazon Connect launches new case APIs to link related cases, add custom related items, and search across them
Amazon Connect now allows you to programmatically enrich case data by linking related cases, attaching custom related items, and searching across them, so agents have the full context they need to resolve issues faster. For example, an airline can link all customer cases tied to a single flight cancellation to coordinate rebookings and send proactive updates, while a retailer can attach order and shipment details to a refund request to deliver faster resolutions and keep customers informed.
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/
...
...
...
...
...
...
Amazon Connect
...
now supports agent schedule adherence notifications
Amazon Connect
...
now supports
...
agent schedule adherence notifications, making it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.
This feature is available in all
...
...
Regions where Amazon Connect agent scheduling is
...
available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect now provides configurable thresholds for schedule adherence
Amazon Connect now
...
provides configurable thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores. You can further customize these thresholds for individual teams. For example, teams that handle contacts with long handle times can be given more flexibility in when they start their breaks. This launch enables managers to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance, thus improving manager productivity and agent satisfaction.
This feature is available in all AWS Regions where Amazon Connect
...
agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect
...
now supports automated follow-up evaluations triggered by initial evaluation results
Amazon Connect
...
can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. For example, when an initial customer service evaluation detects customer interest in a product, Amazon Connect can automatically trigger a follow-up evaluation focused on the agent's sales performance. This enables managers to maintain consistent evaluation standards across agent cohorts and over time, while capturing deeper insights on specific scenarios such as sales opportunities, escalations, and other critical interaction moments.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect now supports threaded views and includes conversation history in agent replies
Amazon Connect now includes the conversation history in agent replies and introduces threaded views of email exchanges, making it easier for both agents and customers to maintain context and continuity across interactions. This enhancement provides a more natural and familiar email experience for both agents and customers.
Amazon Connect Email is available in the 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) regions.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
Amazon Connect now provides granular
...
permissions for conversation recordings and transcripts
Amazon Connect
...
now
...
provides granular permissions to access conversation recordings and transcripts in the UI, giving administrators greater flexibility and security control. Contact center administrators can now separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. The system also provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. Administrators can also create sophisticated permission scenarios, providing access to redacted recordings of sensitive conversations while granting unredacted recording access for other conversations.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in 5 new regions
Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore) AWS regions, which summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). Agents can access post-contact summaries within seconds after a customer contact call complete to quickly complete their after contact work. This also helps supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.
With this launch, Contact Lens generative AI-powered post contact summarization is available in 7 AWS regions, including the 5 new regions and the existing US East (N. Virginia), US West (Oregon) regions.
Amazon Connect Contact Lens launches calibrations for agent performance evaluations
You can now perform calibrations to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. During a calibration, multiple managers can evaluate the same contact using the same evaluation form. You can then review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form, e.g. rephrasing an evaluation question to be more specific, so that it is consistently answered by managers. You can also compare manager’s answers with an approved evaluation to measure and improve manager accuracy on evaluating agent performance.
...
-connect-granular-permissions-conversation-recordings-transcripts/
Amazon Connect outbound campaigns supports preview dialing for greater agent control
Amazon Connect outbound campaigns now offers a preview dialing mode that gives agents more context about a customer before placing a call. Agents can see key customer information—such as name, account balance, and prior interactions—and choose the right moment to call. Campaign managers can tailor preview settings and monitor performance through new dashboards that bring visibility to agent behavior, campaign outcomes, and customer engagement trends.
Without proper context, agents struggle to personalize interactions, leading to low customer engagement and poor experiences. Additionally, businesses can face steep regulatory penalties under laws such as the U.S. Telephone Consumer Protection Act (TCPA) or the UK Office of Communications (OFCOM) for delays in customer-agent connection.
With preview dialing, campaign managers can define review time limits and optionally enable contact removal from campaigns. During preview, agents see a countdown timer alongside customer data and can initiate calls at any moment. Analytics reveal performance patterns—such as average preview time or discard volume—giving managers data to optimize strategy and coach teams effectively. By reserving an agent prior to placing the call, companies can support compliance with regulations while bringing precision to outbound calling, improving both customer connection and operational control.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. Preview dialing is available in AWS regions, including 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).
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
Amazon Connect now
...
supports scheduling of individual agents
Amazon Connect now
...
supports scheduling of individual agents, giving you more flexibility in scheduling your workforce. For example, when onboarding 100 new agents to a business unit with schedules already published for next two months, you can create schedules for only those new agents and automatically merge them with existing schedules. This eliminates the need for workarounds such as manually copying schedules from existing agents to new agents or regenerating schedules for entire business unit, thus improving manager productivity and operational efficiency.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/
...
...
...
...
...
...
| Change History |
|---|