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/2025/10/amazon-connect-agent-screen-recording-chromeos/
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.
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/2025/10/amazon-connect-cases-api-link-search/
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 AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-adherence-notifications/
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.
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 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.
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.
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).
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/2025/10/amazon-connect-scheduling-individual-agents/
Amazon Connect now offers expanded disconnect reasons to help you better understand why outbound calls failed to connect in your contact center. These enhanced reasons are based on standard telecom error codes that provide deeper call insights and enable faster troubleshooting, reducing the need to create support tickets to understand failure reasons. You'll benefit from improved reporting capabilities with granular disconnection data and real-time visibility through Contact Trace Records, allowing you to monitor call disconnection patterns more effectively.
https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-connect-expanded-disconnect-reasons/
Amazon Connect now provides you with agent hierarchy filters on the contact search page in the Amazon Connect UI. This launch enables contact center leaders to drill-down into their hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. This also enables centralized teams within contact centers, such as quality management and regulatory compliance, to efficiently locate and review contacts handled by specific teams or departments, streamlining their workflow for performance evaluation and compliance auditing.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect Cases now supports filtering by date ranges in the case list view, enabling contact center managers and agents to efficiently manage their case workloads. For example, users can filter cases created in the last 30 days for monthly reporting, view cases modified in the last 24 hours to monitor recent activity, or surface cases with potential SLA breaches in the next 2 days to help prevent violations.
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/2025/09/amazon-connect-cases-date-range-filters/
Amazon Lex now allows you to leverage large language models (LLMs) to improve the natural language understanding of your deterministic conversational AI bots in eight new languages: Chinese, Japanese, Korean, Portuguese, Catalan, French, Italian, and German. With this capability, your voice- and chat-bots can better handle complex utterances, maintain accuracy despite spelling errors, and extract key information from verbose inputs to fulfill the customer’s request. For example, a customer could say ‘Hi I want to book a flight for my wife, my two kids and myself’, and the LLM will properly identify to book flight tickets for four people.
This feature is available in 10 commercial AWS Regions where Amazon Connect is available: Europe (Ireland), Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Europe (London), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central).
Amazon Lex now provides support for confirmation and currency slot types in 10 additional languages: Portuguese, Catalan, French, Italian, German, Spanish, Mandarin, Cantonese, Japanese, and Korean. Built-in slots help you build more natural and efficient conversations by understanding synonyms of what you user says and resolving those inputs to a standard format. The confirmation slot helps understand various expressions of user acknowledgement and converts them into ‘Yes’, ‘No’, “Don’t know’‘, or ‘Maybe’. The currency slot helps identify currency and represents the input in a structured way. For example, when a user says “nope” or “absolutely not”, the confirmation slot resolves to ‘No’ or when the user says “1 dollar’, the currency slot resolves it to ”USD 1.00“. These built-in slots help you build more natural and efficient conversational experiences.
This feature is available in all commercial AWS Regions where Amazon Lex operates.
Amazon Connect now offers new enhanced analytics in the drag-and-drop flow designer that help you make data-driven decisions when building and optimizing your flows. Amazon Connect flows allow you to create end-to-end self-service and automated customer experiences such as interactive voice response (IVR), step-by-step guides, and back office processes and tasks. With this launch, you can now view aggregate metrics on how customers move through each step in the flow including where they run into errors or abandon the experience. For example, you can see how many conversational AI interactions result in transfers to agent queues or when customers end up in the wrong queue because an error in the flow configuration. These new capabilities help you identify behavioral patterns and evaluate root causes, allowing you to deliver better outcomes for customers.
This new capability is included with Amazon Connect (with unlimited AI) pricing.
https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-connect-flow-designer-analytics-mode/
Amazon Connect Contact Lens now provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). Automatic redaction of sensitive data redaction helps you protect your customer's privacy by removing personally identifiable information (PII), financial account numbers and PINs, and Internet access details (URLs, usernames, passwords) from conversation transcripts and audio files. You can choose to redact selected or all sensitive data entities, and whether they are replaced with a generic placeholder (e.g., [PII]) or an entity-specific placeholder (e.g., [NAME]) to indicate the type of information redacted.
Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers and users. Contact Lens provides conversational analytics that enable you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience.
Sensitive data redaction is available in all AWS Regions where Amazon Connect is available.
Amazon Connect now offers new generative text-to-speech voices enabling you to deliver natural, human-like, and expressive conversations with your customers. With this launch, you now have access to 20 different generative-enhanced voices across languages such as English, French, Spanish, German, and Italian. These voices can be used to deliver text-to-speech experiences like welcome messages, policy information, or even power your dynamic conversational AI experiences. These capabilities can be configured directly in the drag-and-drop flow designer using the “Set Voice” flow block or through public APIs.
These new capabilities are included in unlimited AI Amazon Connect pricing or available individually priced. To learn more, see the Amazon Connect Administrator Guide or Amazon Connect pricing page. These features are available in US East (N. Virginia), Europe (Frankfurt), and US West (Oregon).
https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-generative-text-to-speech-voices/
Amazon Connect Contact Lens now supports external voice in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions. Amazon Connect integrates with other voice systems for real-time and post-call analytics to help improve customer experience and agent performance with your existing voice system.
Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, generative AI post-contact summary, sensitive data redaction, contact categorization, theme detection, sentiment analysis, and real-time alerts), and generative AI for automating evaluations of up to 100% of customer interactions (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 your 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.
For the list of AWS Regions where Amazon Connect Contact Lens supports external voice, refer to Availability of Amazon Connect features by Region in the Amazon Connect Administrator Guide.
Amazon Connect now supports multi-user web, in-app and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. Contact center agents can dynamically add participants during a live call or multiple participants can join a scheduled session with the same agent. Participants can engage in audio, video, and screen sharing for a fully collaborative experience.
This capability helps organizations support scenarios such as joint financial planning between spouses, partners and advisors, family medical consultations, or conversations that involve legal representatives, translators, or subject matter experts. With this capability, you can enable a rich, inclusive interaction across stakeholders in a single session, reducing friction and improving the quality of support for complex engagements.
These new features are available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-multi-user-calling/
Amazon Connect now supports recurring activities in agent schedules, making it easier for you to add repeating events in a few clicks. With this launch, you can now schedule activities such as daily stand-up at 8 a.m. or team meeting every Monday at 9 a.m. as a series that automatically gets added to agent schedules. You can schedule these as individual recurring series for each agent or a shared recurring series across multiple agents. This launch eliminates the need for manually creating each occurrence as a separate activity and ensures timely addition of activities to agent schedules, thus improving manager productivity and ensuring agent schedules are up to date.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect Voice ID is a Machine Learning (ML) powered voice authentication feature for Amazon Connect that makes voice interactions in contact centers more secure and efficient. Historically, contact centers have used a time-consuming knowledge-based authentication process where callers have to answer multiple questions based on personal details, such as social security number or date of birth. Amazon Connect Voice ID analyzes caller's unique voice characteristics using machine learning to verify identity in real-time without changing the natural flow of conversation. This helps improve agent productivity and contact center operating costs. Amazon Connect Voice ID also detects fraudsters in real-time from a custom watch-list for a contact center instance, improving security of contact center operations.
Amazon Connect Voice ID's authentication and fraud risk detection can be enabled in an Amazon Connect Instance using a simple Console interface. Drag and drop integration with Amazon Connect contact flows make it easy to setup and configure Voice ID, providing a high degree of control and flexibility in managing Interactive Voice Response sequence for both authentication and fraud risk detection. Amazon Connect Voice ID exposes these capabilities to agents in the Connect agent application, making it simple to optimize agents' time in verifying the caller's identity. With Amazon Connect Voice ID, you only pay for what you use based on the number of enrollment, authentication or fraud risk detection transactions. There are no required up-front payments, long-term commitments or minimum monthly fees. Please visit the Amazon Connect pricing page for more details.
Amazon Connect Voice ID is now available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Sydney), and Europe (London) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2021/09/amazon-connect-voice-id-generally-available/
The AWS Quick Start team and solutions architects, in collaboration with AWS partners, are pleased to announce Amazon Connect integrations—automated deployments that extend the cloud-based contact center functionality provided by Amazon Connect with popular services and solutions from AWS partners.
Amazon Connect is a self-service, cloud-based contact center service that enables businesses to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
You can use Amazon Connect integrations to easily set up and manage your contact center in the AWS Cloud with key solutions for customer relationship management (CRM), workforce optimization (WFO), analytics, unified communications (UC), and other use cases. These solutions follow best practices from AWS for the highest level of security and availability.
Amazon Connect integrations are designed to be seamless and can quickly be deployed into your AWS account in a few easy steps. The new Amazon Connect integrations website provides a complete catalog of integrations. We'll be adding new integrations on a regular basis, so check the website frequently for the latest updates.
Today, we’re excited to launch the website with the following Amazon Connect integrations. Follow the links to see the architecture, details, and launch instructions for each integration:
SpiceCSM – Customer Engagement Hub platform that uses the power of the Amazon Connect Streams API to integrate call flow and routing capabilities with the SpiceCSM agent interface and workflow engine
Pindrop – Anti-fraud intelligence for real-time authentication within Amazon Connect's interactive voice response (IVR) system
DialogTech – Call analytics coupled with Amazon Lex and Amazon Connect for efficient, effective, and personalized voice interactions
Aria Solutions Toolkit – NOTE: This Quick Start is no longer available. See the Quick Start homepage for our latest Quick Start catalog. A collection of prebuilt utilities that enable rapid integration between Salesforce and Amazon Connect
Data streaming – Reference architecture that enables streaming of Amazon Connect contact trace records (CTRs) into Amazon Redshift within a secure virtual private cloud
Amazon Connect integrations are currently supported in the US East (N. Virginia) Region only. The deployments are automated by AWS CloudFormation templates and use AWS Lambda functions to enable the integration, AWS Identity and Access Management (IAM) roles and permissions to secure the environment, and additional AWS services.
You can now easily deliver task and email based customer experiences on your websites and applications using the new contact form option in the Amazon Connect communication widget. For example, you can add the communication widget to your website and give customers the ability to submit callback requests outside business hours or send emails through webforms.
Supervisors and managers can configure customer-facing forms using the drag and drop editor and generate code snippets for seamless website integration. This expanded capability gives customers more flexible engagement options while enabling you to manage all engagements through existing Amazon Connect workflows.
For region availability, please see the availability of Amazon Connect features by Region.
Amazon Connect Cases now supports Contact Lens Rules that automatically update cases when created, streamlining case workflows and reducing manual tasks. For example, you can configure rules to auto-assign refund cases to the billing team, auto-close cases that don’t require follow-up, or automatically set priority based on case reason.
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/2025/08/amazon-connect-rules-update-cases/
Amazon Connect now provides a new API that returns real-time position in queue, enabling businesses to better estimate wait time. This new API helps contact centers manage customer expectations and offer timely alternatives like callbacks during long wait periods. Using this data, contact centers can make informed routing decisions between primary and alternative queues while optimizing resource allocation through improved queue visibility. This metric is also generated for contacts using a routing criteria and agent proficiencies. For example, customers in slow-moving queues can be proactively offered callbacks, improving their experience while reducing queue abandonment.
This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-api-real-time-position-in-queue/
Today, AWS announced the expansion of 100 Gbps dedicated connections at the AWS Direct Connect location in the STT Hyderabad, DC1 data center near Hyderabad, India. You can now establish private, direct network access to all public AWS Regions (except those in China), AWS GovCloud Regions, and AWS Local Zones from this location. This is the fifth AWS Direct Connect location in India to provide 100 Gbps connections with MACsec encryption capabilities.
The Direct Connect service enables you to establish a private, physical network connection between AWS and your data center, office, or colocation environment. These private connections can provide a more consistent network experience than those made over the public internet.
https://aws.amazon.com/about-aws/whats-new/2025/07/aws-100g-expansion-hyderabad-india/
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 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 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, 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, 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 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 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 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.
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 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, 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 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 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/
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 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).
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 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) 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/
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.
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 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 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/
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 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.
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 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 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.