Amazon Connect Contact Lens now provides free trials for first-time users of conversational analytics and performance evaluations. New conversational analytics for voice customers will receive a free trial with no charge for the first 100,000 voice minutes per month for the first two months. In addition, customers using Contact Lens performance evaluations for the first time will receive a 30-day free trial, that begins the day that they submit their first performance evaluation. The free trials will enable first-time customers to pilot Contact Lens conversational analytics and evaluations in their environment without incurring additional costs.
With this launch, the new Contact Lens free trial are available in all AWS regions supported by Contact Lens.
You can now evaluate agent performance on emails in Amazon Connect, enabling managers to assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. With this launch, managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (e.g., handle time) in a single UI. Contact centers can also use public APIs to incorporate data from third-party systems (e.g., CSAT, sales volumes, customer retention, etc.) into performance evaluations of email contacts, providing managers with comprehensive insights on agent performance.
This feature is available in all regions where Contact Lens performance evaluations is already available.
Amazon Connect now integrates with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs.
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.
https://aws.amazon.com/about-aws/whats-new/2025/01/amazon-connect-contact-lens-real-time-dashboard/
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.
These dashboards are available in all commercial AWS regions where Amazon Connect is offered.
Today, we are excited to announce that Amazon Connect screen recording is now available in AWS GovCloud (US-West), expanding its reach to government and public sector customers. This feature, which enables customers to record their agent screens during customer interactions for quality assurance purposes, was previously available in all commercial AWS regions where Amazon Connect is live. With this launch, we're bringing the same powerful capabilities to our AWS GovCloud (US) customers.
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 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.
Amazon Connect outbound campaigns can now be configured to connect a customer who has picked up a campaign call to an available agent in under two seconds while also supporting automatic call classification. This enhancement helps organizations support regulatory compliance with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA), while increasing customer engagement and agent productivity. Call classification automatically categorizes the outcome of a call using machine learning (ML), rather than requiring agent input, helping improve agent productivity and drive efficient customer engagement. To optimize outbound call performance, customers are encouraged to follow Amazon Connect's best practices to reduce connection latency.
With Amazon Connect outbound campaigns, companies only pay-as-they-go for outbound campaigns processing and for associated channels usage. Amazon Connect outbound campaigns 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 agent workspace now supports the ability to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to a customer service agent’s local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops, providing a better experience for both end customers and agents.
Amazon Connect now provides daily headcount projections in capacity plan downloads, 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 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 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.
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 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.
Amazon Connect now integrates with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs.
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.
External voice transfer is available in the US East (N. Virginia) and US West (Oregon) AWS Regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-external-voice-transfers/
Amazon Connect now integrates with other voice systems for real-time and post-call analytics, so you can use Amazon Connect Contact Lens with your existing voice system to help improve customer experience and agent performance.
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.
Contact Lens supports external voice in the US East (N. Virginia) and US West (Oregon) AWS Regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-contact-lens-external-voice/
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.
With Amazon Connect Customer Profiles and Amazon Connect outbound campaigns, only pay-as-you-go for customer profiles utilized daily, outbound campaigns processing and for associated channels usage. Both features of Amazon Connect are available in US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions. In addition, segment AI assistant is available in Asia Pacific (Seoul), Asia Pacific (Tokyo) and Asia Pacific (Singapore) AWS regions, with trigger based campaigns also available in Africa (Cape Town) AWS region.
Amazon Connect now allows you to compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, effective staffing. These forecasts allow you to take proactive actions to improve customer wait time and service level. For example, contact center managers can now track agent utilization at the queue level, enabling them to identify potential imbalances or staffing shortages and take action before wait times are impacted.
This feature is available in all AWS Regions where Amazon Connect forecasting, capacity planning, and agent scheduling is available.
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.
For end-customer self-service scenarios, guardrails can be used to ensure Amazon Q in Connect responses are constrained to only company-related topics and maintain professional communication standards. Additionally, when agents leverage Amazon Q in Connect to help solve customer issues, these guardrails can prevent accidental exposure of personally identifiable information (PII) to agents. Contact center administrators will have the flexibility to configure these guardrails and selectively apply them to different contact types.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-ai-guardrails-q-connect/
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).
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 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).
This feature is supported in all commercial AWS regions where Amazon Connect is offered.
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.
With Salesforce Contact Center with Amazon Connect, companies can now seamlessly integrate their Salesforce CRM data and agent experience with Amazon Connect’s leading voice, digital channel, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences powered by Amazon Lex across Amazon Connect voice and chat, quickly solving issues. For more complex inquiries, the seamless transition from self-service to agent-assistance connects customers to the right agent, who has a unified view of the customer’s data, issue, and interaction history in Salesforce Service Cloud. Integrated data and APIs empower agents with Contact Lens real-time voice transcripts and supervisors with call monitoring in Salesforce Service Cloud. Salesforce admins can quickly deploy and configure an integrated contact center solution in minutes with Amazon Connect voice, chat and routing of Salesforce cases.
https://aws.amazon.com/about-aws/whats-new/2024/12/salesforce-contact-center-amazon-connect-preview/
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 now supports WhatsApp Business messaging, enabling you to deliver personalized experiences to your customers who use WhatsApp, one of the world's most popular messaging platforms, increasing customer satisfaction and reducing costs. Rich messaging features such as inline images and videos, list messages, and quick replies allow your customers to browse product recommendations, check order status, or schedule appointments.
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.
Amazon Connect for WhatsApp Business messaging is available in US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), and Asia Pacific (Singapore) regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-whatsapp-business-messaging/
Amazon Connect Contact Lens now provides you with the ability to use generative AI to automatically fill and submit agent performance evaluations. Managers can now specify their evaluation criteria in natural language, and use generative AI for automating evaluations of any or all of agents’ customer interactions, and get aggregated agent performance insights across cohorts of agents over time. You are also provided with context and justification for the automated evaluations along with references to specific points in the conversation for agent coaching. This launch provides managers with automated evaluations of additional agent behaviors (e.g., was the agent able to resolve the customer’s issue?), enabling managers to comprehensively monitor and improve regulatory compliance, agent adherence to quality standards and sensitive data collection, while reducing the time spent on evaluating agent performance.
This feature is supported in the English language and is available 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).
Amazon Connect now supports push notifications for mobile chat on iOS and Android devices, improving the customer experience and enabling faster issue resolution. Amazon Connect makes it easy to offer mobile chat experiences using the Amazon Connect Chat SDKs or a webview solution using the communications widget. Now, with built-in push notifications enabled for mobile chat experiences, customers will be proactively notified as soon as they receive a new message from an agent or chatbot, even when they are not actively chatting.
Push notifications for mobile chat is available in the US East (N. Virginia), US West (Oregon), Canada (Central), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-push-notifications-mobile-chat/
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 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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
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.
This feature is supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-tasks-durations-30-days/
Amazon Connect now supports multi-party chat, allowing up to 4 additional agents to join an ongoing chat conversation, making it easier to collaborate and resolve customer issues quickly. For example, agents can add a supervisor or subject matter experts to join the chat, ensuring customers receive accurate and timely support.
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.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-multiparty-chat/
Amazon Q in Connect now supports 64 languages for agent assistance capabilities. Customer service agents can now chat with Q for assistance in their native language and Q will provide answers, knowledge article links, and recommended step-by-step guides in said language. New languages supported include: Chinese, French, French (Canadian), Italian, Japanese, Korean, Malay, Portuguese, Spanish, Swedish, and Tagalog.
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.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-deletion-queues-routing-profiles/
Amazon Connect now provides built-in capabilities for customer authentication within chats, making it easier to verify customer identity and deliver personalized experiences. You can use the new Authenticate Customer flow block to simplify authentication in your chat workflows. For example, unauthenticated customers who require agent assistance can be shown a pop-up to sign-in before connecting with an agent, allowing agent’s to provide more personalized and efficient support.
To get started, visit the new ‘Customer authentication’ page within the AWS Console to configure your identify provider, then add the Authenticate Customer block to your contact flow.
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 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.
The updated UI with AWS CloudTrail support is available in all AWS Regions where Amazon Connect is offered.
Amazon Connect now offers the ability to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For example, you can exclude dual-skilled Spanish and English speaking agents from English language contacts to reserve them for contacts in Spanish. You can include the dual-skilled agents when required by removing the exclusion condition.
This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-exclude-proficiencies-routing/
Amazon Connect now offers the ability to target a range of agent proficiency levels, such as from levels 1 to 3 for French. You can ensure each contact is matched to an agent with the right skill level to handle it, resulting in reduced contact transfers and lower handle times. You can assign simpler contacts to new hires while reserving your tenured agents for the difficult contacts that require their knowledge and expertise.
This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-routing-range-agent-proficiencies/
Amazon Connect now enables you to request callbacks from Chats and Tasks in addition to voice calls. For example, if a customer reaches out after hours when no agent is available, they can request a callback by sending a chat message or completing a webform request (via Tasks). Callbacks allow end-customers to get a call from an available agent during normal business hours, without requiring them to stay on the line.
This feature is supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-callbacks-chats-tasks/
Amazon Connect now offers a set of new capabilities to help you proactively address customer needs before they become potential issues, enabling better customer outcomes. You 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. Use Amazon Connect Customer Profiles to define target segments that are dynamically updated based on real-time customer behaviours including orders from point-of-sale systems, location data from mobile apps, appointments from scheduling systems, or interactions from websites. Use Amazon Connect outbound campaigns to configure outbound communications in just a few clicks and engage customers with timely, personalized communications via their preferred channels, including voice calls, SMS, or email. Visualize campaign performance using dashboards from Amazon Connect Analytics, ensuring clarity and effectiveness in your proactive customer engagement strategies.
With Amazon Connect Customer Profiles and Amazon Connect outbound campaigns, only pay-as-you-go for customer profiles utilized daily, outbound campaigns processing and for associated channels usage. Both features of Amazon Connect are available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), and Europe (Frankfurt) and Europe (London).
Amazon Connect Contact Lens now supports creating custom dashboards, as well as adding or removing widgets from existing dashboards. 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 these dashboards by changing widgets to create the view that best fits your specific business need. For example, if you want to monitor self-service, queue, and agent performance, you can add all three types of widgets to your dashboard to have a single end to end view of contact center performance.
This feature is available in all commercial AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-contact-lens-custom-dashboards/
Amazon Connect now supports nine additional languages for forecasting, capacity planning, and scheduling. New languages now supported include: Canadian French, Chinese (Simplified and Traditional), French, German, Italian, Japanese, Korean, Portuguese (Brazilian), and Spanish.
These new languages are available in all AWS Regions where Amazon Connect forecasting, capacity planning, and scheduling are available.
Amazon Connect Email provides built-in capabilities that make it easy for you to prioritize, assign, and automate the resolution of customer service emails, improving customer satisfaction and agent productivity. With Amazon Connect Email, you can receive and respond to emails sent by customers to business addresses or submitted via web forms on your website or mobile app. You can configure auto-responses, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required. Additionally, these capabilities work seamlessly with Amazon Connect outbound campaigns enabling you to deliver proactive and personalized email communications.
To get started, configure an email address using the Amazon Connect-provided domain or integrate your own email domain using Amazon Simple Email Service (Amazon SES). Amazon Connect Email uses the same configuration, routing, analytics, and agent experience as voice, chat, SMS, tasks, and web-calling in Amazon Connect, making it easy for you to deliver seamless omnichannel customer experiences.
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/2024/11/amazon-connect-email-generally-available/
The Amazon Connect contact record now includes granular disconnect reasons for chats, enabling you to improve and personalize customer experiences based on how a chat is ended. For example, if the agent disconnects due to a network issue, you can route the chat to the next best agent, or if the customer disconnects due to idleness, you can proactively send an SMS to re-engage them.
Disconnect reasons are available for chats in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-granular-disconnect-reasons-chats/
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.
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.
This feature is available in all regions where Contact Lens performance evaluations is already available.
Amazon Connect now allows agents to create and assign a task to themselves by checking a box from the agent workspace or contact control panel (CCP). For example, an agent can schedule a follow up action to update to a customer by scheduling a task for a preferred time and checking the self assignment option. 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.
This feature is supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-self-assign-tasks/