July 2025
Amazon Connect launches segment creation from imported files
Amazon Connect Customer Profiles now enables organizations to create customer segments from imported CSV files. This new capability allows contact center managers and campaign managers to upload predefined customer lists, streamlining the creation of targeted segments for personalized engagement strategies.
With this new feature, users can efficiently map CSV data to standard profile attributes powered by generative AI that automatically analyzes and organizes data from different formats, or create custom attributes as needed. The feature includes configurable profile expiry settings that allow organizations to set data retention periods of up to 90 days to maintain data quality and comply with governance requirements. When importing customer data, Customer Profiles utilize unique identifiers (such as customer IDs, email addresses, or phone numbers) to match and update existing profiles when possible, preventing duplicate records and ensuring customer information remains consolidated and current. Customers can now leverage these imported segments to drive multichannel outbound campaigns via SMS, phone calls, and email communications.
Segment creation from imported files is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-segment-creation-imported-files/
Amazon Connect now provides enhancements to audio treatment while customers wait in queue
Amazon Connect now provides the ability to execute logic such as routing priority changes within a flow while continuing to play audio to customers waiting in queue. For example, when a customer is in queue listening to music or instructions, you can now periodically check metrics to determine whether to transfer them to a different queue or conditionally offer a callback, without having the check itself cause any interruption to the music.
This enhancement to the Loop prompts block is available in all AWS regions where Amazon Connect is offered.
Amazon Connect Contact Lens is now available in AWS GovCloud (US-West)
Amazon Connect Contact Lens is now available in AWS GovCloud (US-West). Amazon Connect Contact Lens helps you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With Contact Lens conversational analytics, you can transcribe customer calls, analyze customer sentiment, discover top contact drivers, help redact sensitive data, and more, all natively within Amazon Connect. With Contact Lens performance evaluations, you can define custom evaluation criteria, evaluate up to 100% of agents’ contacts using insights from conversational analytics, and get aggregated insights to improve agent performance.
With this launch, Contact Lens is available in all AWS regions where Amazon Connect operates.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-contact-lens-govcloud-us-west/
Amazon Q in Connect now supports 7 languages for proactive recommendations
Amazon Q in Connect, a generative AI-powered assistant for customer service, now supports 6 additional languages for offering proactive recommendations for customer service agents to resolve issues quickly and accurately.
Amazon Q in Connect detects customer intent during voice and chat interactions in Spanish, French, Portuguese, Mandarin, Japanese, and Korean, in addition to English. Amazon Q in Connect can also support end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels in 26 languages.
Amazon Connect now supports custom work labels for agent schedules
Amazon Connect now supports custom work labels for agent schedules, making it easier for you to identify the type of work an agent is scheduled for. With this launch, you can create work activities with custom labels and assign them to agent schedules by day of the week. For example, you can assign “Order processing” as the work activity for Monday, “Returns management” for Tuesday, and “Work” (existing default activity) for rest of the week. Thus simplifying the experience for managers as they can now easily identify who is scheduled for which type of work. This launch also improves the experience for agents as they now have visibility into how their time is allocated.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect launches additional APIs to update and delete cases and related case items
Amazon Connect now provides APIs that allow you to delete cases, case comments, undo contact associations, and remove service level agreements (SLAs) from cases. These new capabilities enable you to programmatically remove sensitive customer information from cases or delete cases upon a customer’s request.
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), and Asia Pacific (Tokyo) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-apis-update-delete-cases-items/
Amazon Connect now provides enhanced flow designer UI editing features
Amazon Connect now provides new editing and accessibility enhancements for the drag-and-drop flow designer making it easier to build customer service experiences. These enhancements include keyboard navigation, auto arranging of blocks, screen reader support, and improved support for high zoom on browsers. Additionally, when editing a flow block in configuration side panel on the flow designer UI, you can view and edit all incoming and outgoing branch connections, create new flow blocks, and review all attached notes. Each of these capabilities can be accessed through new keyboard shortcuts which are visible on the canvas.
These features are available in all AWS regions where Amazon Connect is available.
Amazon Connect now supports parallel AWS Lambda execution in flows
Amazon Connect now supports parallel execution of AWS Lambda functions in flows, enabling faster and more seamless customer experiences. Amazon Connect allows you to integrate with third-party or homegrown systems such as CRMs using Lambda to automate tasks like reading or updating customer records. With this launch, you can now execute multiple Lambda functions concurrently or continue progressing the flow and run additional actions while a Lambda runs. For example, in an automated customer interaction, you can now look up a customer’s past purchases while simultaneously checking for active promotions and playing a message about a new offer. These capabilities can be configured directly in the drag-and-drop flow designer using the “Lambda” and “Wait” flow blocks, or through public APIs.
Amazon Connect agent workspace now includes real-time agent performance metrics
The Amazon Connect agent workspace now includes an out-of-box analytics dashboard that provides agents with insights into their individual performance, such as contacts handled and average handle time. The dashboard also show agents their assigned queue metrics, such as contacts in queue and longest wait time. These insights help agents improve their performance and make decisions that enhance customer experience. For example, agents can delay breaks when they observe high queue volumes, helping to reduce customer wait times.
Amazon Connect agent workspace analytics dashboard 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), and Europe (London).
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-agent-workspace-agent-metrics/
Amazon Connect announces per-day pricing for external voice connectors
Amazon Connect external voice connectors are now priced at $100 per connector per day. The new daily rate provides customers with more granular billing options. The per-day rate is effective today for new and existing connectors.
Amazon Connect offers two types of external voice connectors. The transfer connector enables voice calls and metadata to be transferred to another voice system, so you can use Amazon Connect telephony and self-service AI with your existing voice system. The analytics connector enables Amazon Connect Contact Lens to ingest streaming voice and meta data from other voice systems and create contact records, call recordings, real-time and post-call analytics, and agent evaluations.
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-announces-per-day/
Amazon Connect now supports AWS CloudFormation for quick responses
Amazon Connect now supports AWS CloudFormation for quick responses, enabling customers to deploy and manage quick responses using AWS CloudFormation templates. Quick responses allow contact center agents to access pre-configured messages to respond consistently and efficiently to common customer inquiries. With AWS CloudFormation, administrators can now define and deploy these quick responses across environments in a scalable and repeatable way.
Using AWS CloudFormation, organizations can standardize agent communications and reduce manual configuration between Amazon Connect instances. For example, you can use AWS CloudFormation templates to roll out updated response sets for seasonal campaigns or regulatory compliance across multiple Connect environments. This launch simplifies deployment and integrates seamlessly with continuous delivery pipelines.
This feature is available in all AWS Regions where Amazon Connect is offered.
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
Amazon Connect external voice transfer is now available in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions.
Amazon Connect external voice transfer enables Amazon Connect to directly transfer voice calls and metadata to other voice systems 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.
Amazon OpenSearch Serverless now available in Asia Pacific (Hyderabad) and Asia Pacific (Osaka) regions
We are excited to announce that Amazon OpenSearch Serverless is now available in Asia Pacific (Hyderabad) and Asia Pacific (Osaka) regions. OpenSearch Serverless is a serverless deployment option for Amazon OpenSearch Service that makes it simple to run search and analytics workloads without the complexities of infrastructure management. OpenSearch Serverless' compute capacity used for data ingestion, search, and query is measured in OpenSearch Compute Units (OCUs). To control costs, customers can configure the maximum number of OCUs per account.
Amazon Connect enhances hold duration tracking for multiparty calls
Amazon Connect now allows you to track durations of holds initiated by individual agents in multiparty calling scenarios through the new Agent Initiated Hold Duration field on the contact record. This new field allows contact center managers to gain insights into hold patterns at the individual agent level during customer interactions. This also provides other benefits including better agent performance management, allowing managers to identify areas for improvement in call handling. Additionally, it helps in optimizing your customers’ experience by providing insights into hold patterns and durations across different agents and scenarios. This level of granularity in data can lead to more informed decision-making in workforce management and training initiatives.
Amazon Connect introduces enhanced calculated attributes
Amazon Connect Customer Profiles now offers enhanced calculated attributes with timestamp controls, historical data backfill, and improved limits to help businesses transform customer data into actionable insights. Customers now can specify timestamps on their data, including future-dated events, and process historical data information with increased limits.
Amazon Connect Customer Profiles offers calculated attributes that transform customer behavior data (e.g., contacts, orders, web visits) into actionable insights such as a customer’s preferred channel to drive proactive outbound campaigns, dynamic routing, and personalize IVRs without requiring engineering resources. With new enhancements, customers can now create more accurate and relevant calculated attributes by controlling which timestamps are used for calculations and ensuring proper chronological ordering regardless of the ingestion sequence. The new historical calculation capability automatically includes previously ingested data when creating new attributes, eliminating the wait time for meaningful insights for customer engagement. These enhancements enable sophisticated use cases like tracking upcoming appointments, analyzing long-term customer behavior patterns, evaluating customer lifetime value, and ensuring agents are prepared with relevant context before customer interactions.
Amazon Connect Customer Profiles is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London).
https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-enhanced-calculated-attributes/
Amazon Connect Customer Profiles for Travel and Hospitality
Launching today, travel and hospitality organizations can now more seamlessly ingest and map data from their industry-specific source systems to Amazon Connect Customer Profiles to create a unified and comprehensive view of their end customers.
Travel and hospitality organizations often have multiple source systems, including booking systems, loyalty programs, and customer service platforms with rich customer information, but it is difficult to integrate and analyze customer data because the schemas are complex and not standardized. Amazon Connect Customer Profiles now has industry-specific mapping to help unify customer data from over 75+ source systems with Amazon Connect data and other industry-specific systems like Amadeus.
With Amazon Connect Customer Profiles, and other new features like profile explorer, organizations can easily access instant insights on individuals and groups of customers. Organizations can empower their staff across all touchpoints—from check-in desks to customer service activation within channels in Amazon Connect - to access the information they need to deliver personalized service.
Amazon Connect Customer Profiles for travel and hospitality is available in 10 AWS Regions. Pricing is based on pay-as-you-go profile utilization.
Amazon Connect enhances communication limits for Outbound Campaigns
Amazon Connect Outbound Campaigns now offers new instance-level communication total limit control to give you greater flexibility in configuring how often you want to engage with your customers across multiple campaigns. It also provides the ability to opt out of limit controls for critical campaigns. These new capabilities enable more efficient and targeted customer engagement strategies.
The new instance-level total limit setting allows businesses to manage overall outbound communication limits across all campaigns while ensuring compliance with regulations such as the U.S. Telephone Consumer Protection Act (TCPA). This feature provides a centralized approach to managing communication frequency, helping businesses avoid over-contacting customers and potentially improving customer satisfaction. The ability to opt out of these limits for specific campaigns enables critical communications, such as fraud alerts or support during inclement weather, to reach customers when needed most, enhancing overall outbound communication effectiveness.
The feature is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.
Amazon Connect Outbound Campaigns is now available in three additional AWS Regions
Today, we are excited to announce that Amazon Connect Outbound Campaigns is now available in Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Singapore). With this launch, customers can initiate proactive outbound communications for real-time service updates, promotional offers, product usage tips, and appointment reminders at just the right moments throughout your customer’s experience from the right channel.
Outbound Campaigns empowers businesses to create targeted and personalized outreach strategies through key capabilities including segmentation, omnichannel orchestration, content personalization and built-in analytics. Outbound Campaigns supports predictive and progressive voice dialing, AI-powered call classification, retry strategies based on contact outcomes, time zone detection, and communication limits. These features ensure that businesses can optimize their outreach while adhering to regulatory requirements and customer preferences. Additionally, businesses can fine tune audience segments, personalize message templates and start event-based campaigns across voice and digital channels like SMS and email. By leveraging these features, businesses can significantly enhance their customer engagement strategies and improve overall communication effectiveness.
https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-outbound-campaigns-three-regions/
Amazon Connect now supports instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)
Amazon Connect now lets you maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. With a resiliency instance in Asia Pacific (Osaka), you can replicate your Amazon Connect configurations, such as users, routing profiles, and flows, and configure traffic distribution settings to pre-define groups of users and phone numbers to shift between Asia Pacific (Tokyo) and Asia Pacific (Osaka), enabling your resiliency instance to handle new incoming traffic after switching regions.
To get started, you first need to set up an Amazon Connect instance in Asia Pacific (Tokyo) as your primary region. You can then create a replica instance for Amazon Connect in the Asia Pacific (Osaka) region.
Amazon Connect can now include agent activities from third-party applications when evaluating agent performance
Amazon Connect can now integrate agent activities from third-party applications as Connect Tasks, which can be evaluated alongside work completed in Connect, providing managers with a unified application for quality management. You can programmatically ingest activities from third-party applications (such as application processing, social media posts, etc.) as completed Tasks within Connect, capturing details relevant for performance evaluation as Task attributes. Managers can then evaluate these external activities, alongside native Connect interactions to get a unified view of agent performance within Connect dashboards.
This feature is available in all regions where Contact Lens performance evaluations are already available.
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
Now Amazon Connect makes it easy for supervisors to monitor agents’ adherence to their schedules in a calendar view. With this launch, supervisors can visualize adherence breaches by agent and day, for up to 90 days in the past alongside their shifts, including the ability to filter out minimal adherence breaches. This visualization allows supervisors to immediately spot adherence breaches across their team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For example, if a supervisor notices a pattern of agents consistently running late to work after breaks or lunches, they can investigate further to determine if there are underlying issues such as network problems, equipment issues, or expectations of timeliness that need to be addressed.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-agents-adherence-work-schedules/
Amazon Connect now supports additional Dual-Tone Multi-Frequency (DTMF) configuration settings
Amazon Connect now allows you to customize the number of seconds which the system will wait between a caller's keypad button presses so you can optimize user inputs in your Interactive Voice Response (IVR) systems. Administrators can now adjust this waiting period from 1 to 20 seconds, which was previously fixed at 5 seconds. For example, in a banking IVR flow, you can now set a longer inter-digit timeout for account number entry benefitting customers who may need more time between pressing digits. Additionally, two existing settings, Maximum Digits and Timeout Before First Entry, can now be set dynamically using variables, giving administrators more flexibility in designing IVR flows. This added flexibility allows you to optimize your IVR systems for specific use cases, improving user experience and system efficiency.
Amazon Connect now allows supervisors to take additional actions on in-progress chats
Amazon Connect now allows supervisors to take additional actions on in-progress chats directly from the Amazon Connect UI, accelerating issue resolution and improving customer satisfaction. For example, supervisors can now end chats with inactive customers or reassign chats to specific agents or queues.
Amazon Connect now provides the ability to set voice and language dynamically in a contact flow
Amazon Connect now provides the ability to dynamically set the text-to-speech (TTS) voices, language, or speaking styles used in voice bots and interactive voice response (IVR). These new capabilities enable you to deliver a more personalized experience for each of your end customers. For example, you can have a desired voice configured dynamically based on the primary speaking language set in their customer profile. These new capabilities are configurable in the “Set Voice” block in Amazon Connect flows and can be configured in the drag-and-drop flow designer or public APIs.
Amazon Connect Contact Lens dashboards now support access controls using agent hierarchies
Amazon Connect Contact Lens dashboards now supports the ability for contact center administrators to enforce granular access control based on a specific agent hierarchy. Assigning hierarchies to a user allows you to define organizational groups that a user belongs to and you can enable granular access controls by allowing users to only view metrics for agents within their hierarchy or a specific assigned hierarchy. For example, you can configure hierarchy groups and levels for a team, and only agents assigned to a hierarchy group within that team will be able to see metrics for those agents.
Amazon Connect Contact Lens dashboards are available in all commercial AWS regions where Amazon Connect is offered.
Amazon Connect Cases adds support for managing service level agreements on cases
Amazon Connect Cases now provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect UI, admins can set up SLA rules based on case attributes and configure target statuses and resolution times. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate or route cases to another team when SLAs are not met. For example, a company can use this feature to monitor whether high-priority cases are reviewed within 4 hours and closed within 24 hours, making it easier to meet case handling service commitments.
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), and Asia Pacific (Tokyo) AWS regions.
Amazon Connect agent workspace expands capabilities for third-party applications, including contact-related actions
The Amazon Connect agent workspace now supports additional capabilities for third-party applications including the ability make outbound calls, accept, transfer, and clear contacts, and update agent status. These enhancements allow you to integrate applications that give agents more intuitive workflows. For example, agents can now initiate one-click outbound calls from a custom-built call history interface that presents their most recent customer interactions.
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).
MAP enhancements to accelerate AI customer adoption
Starting today, we're enhancing the AWS Migration Acceleration Program (MAP) with two key capabilities to help you accelerate your modernization efforts and drive customers' adoption of AI:
New “Move to AI” Modernization Pathway, featuring Amazon Bedrock and Amazon SageMaker. This pathway enables you to help customers transform their existing applications and business processes with proven AI patterns that deliver measurable business value.
Amazon Connect is now a qualifying service in the MAP Modernization Strategic Partner Incentive (SPI). This enables you to help customers transform their contact centers with AI-powered features that increase agent productivity and enhance customer experiences.
These enhancements strengthen your ability to lead customers’ AI transformation and drive contact center modernization.
https://aws.amazon.com/about-aws/whats-new/2025/04/map-accelerate-ai-customer-adoption/
Amazon Connect now provides bulk removal of agent schedules
Amazon Connect now provides bulk removal of agent schedules, making day-to-day management of agent schedules more efficient. With this launch, you can now remove schedules for up to 400 agents for a single day, or up to 30 days for a single agent. For example, remove all schedules for next Monday as the contact center is going to be closed, or remove future shifts for an agent who is no longer with the organization. With bulk remove, managers no longer have to remove agent shifts one agent and one day at a time, thus improving manager productivity by reducing time spent on managing agent schedules.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-bulk-removal-agent-schedules/
Amazon Connect launches administrator access for agent schedules
Amazon Connect now lets you grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. With this launch, you can now give certain users access to all published agent schedules without being added as a supervisor to every staff group. For example, users such as centralized schedulers or auditors who require a broad view of agent schedules across the organization can now be granted this access in a few clicks, thus reducing time spent on access management and improving overall operational efficiency.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
| Version | Date | Comment |
|---|---|---|
| Current Version (v. 29) | Aug 08, 2025 08:35 | Darren Marr |
| v. 39 | Mar 02, 2026 06:58 | Darren Marr |
| v. 38 | Mar 02, 2026 06:57 | Darren Marr |
| v. 37 | Feb 02, 2026 08:04 | Darren Marr |
| v. 36 | Jan 05, 2026 09:02 | Darren Marr |
| v. 35 | Dec 02, 2025 04:39 | Darren Marr |
| v. 34 | Dec 02, 2025 04:37 | Darren Marr |
| v. 33 | Nov 03, 2025 08:31 | Darren Marr |
| v. 32 | Oct 02, 2025 08:17 | Darren Marr |
| v. 31 | Oct 02, 2025 08:16 | Darren Marr |
| v. 30 | Sep 03, 2025 05:13 | Darren Marr |
| v. 29 | Aug 08, 2025 08:35 | Darren Marr |
| v. 28 | Aug 08, 2025 08:34 | Darren Marr |
| v. 27 | Aug 08, 2025 08:03 | Darren Marr |
| v. 26 | Jul 01, 2025 06:56 | Darren Marr |
| v. 25 | Jun 02, 2025 03:54 | Darren Marr |
| v. 24 | May 01, 2025 03:22 | Darren Marr |
| v. 23 | May 01, 2025 03:22 | Darren Marr |
| v. 22 | May 01, 2025 03:17 | Darren Marr |
| v. 21 | May 01, 2025 03:07 | Darren Marr |
| v. 20 | Apr 25, 2025 05:48 | Darren Marr |
| v. 19 | Mar 31, 2025 03:53 | Darren Marr |
| v. 18 | Feb 28, 2025 04:43 | Darren Marr |
| v. 17 | Feb 28, 2025 04:32 | Darren Marr |
| v. 16 | Feb 03, 2025 03:27 | Darren Marr |
| v. 15 | Feb 03, 2025 03:25 | Darren Marr |
| v. 14 | Jan 02, 2025 03:19 | Darren Marr |
| v. 13 | Dec 02, 2024 04:50 | Darren Marr |
| v. 12 | Dec 02, 2024 04:49 | Darren Marr |
| v. 11 | Oct 31, 2024 09:50 | Darren Marr |
| v. 10 | Oct 31, 2024 08:41 | Darren Marr |
| v. 9 | Sep 03, 2024 03:01 | Darren Marr |
| v. 8 | Sep 02, 2024 05:36 | Darren Marr |
| v. 7 | Sep 02, 2024 05:24 | Darren Marr |
| v. 6 | Aug 26, 2024 05:09 | Darren Marr |
| v. 5 | Aug 01, 2024 06:07 | Darren Marr |
| v. 4 | Aug 01, 2024 03:32 | Darren Marr |
| v. 3 | Jul 09, 2024 06:31 | Darren Marr |
| v. 2 | Jul 09, 2024 05:48 | Darren Marr |
| v. 1 | Jul 09, 2024 05:36 | Darren Marr |