September 2025  

Amazon Connect adds detailed disconnect reasons for improved call troubleshooting 

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 launches the ability to search contacts using agent hierarchy filters 

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. 

https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-connect-search-contacts-agent-hierarchy-filters/  

Amazon Connect Cases now supports date range filters in the case list view 

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 provides generative AI based enhanced natural language understanding in eight new languages 

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). 

https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-lex-generative-ai-natural-language-eight-languages/   

Amazon Lex provides enhanced confirmation and currency built-in slots to 10 additional languages 

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. 

https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-lex-enhanced-confirmation-currency-slots-to-languages/  

Amazon Connect flow designer now supports analytics mode 

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 in 7 additional languages 

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. 

https://aws.amazon.com/about-aws/whats-new/2025/09/amazon-connect-contact-lens-redaction-7-languages/

August 2025

Amazon Connect now offers generative text-to-speech voices

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 five additional AWS Regions

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.

https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-contact-lens-external-voice-additional-regions/

Amazon Connect now supports multi-user web, in-app and video calling

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

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.

https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-recurring-activities-agent-schedule/

Amazon Connect Voice ID is now generally 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/

New Amazon Connect Integrations Offer Popular Contact Center Solutions from SpiceCSM, Pindrop, DialogTech, and Aria Solutions

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. 

https://aws.amazon.com/about-aws/whats-new/2017/11/new-amazon-connect-integrations-offer-popular-contact-center-solutions-from-spicecsm-pindrop-dialogtech-and-aria-solutions/

Amazon Connect now provides out-of-the box embedding of Tasks and Emails into your websites and applications

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.

https://aws.amazon.com/about-aws/whats-new/2025/08/amazon-connect-embeds-tasks-emails-websites-applications/

Amazon Connect Cases now supports rules to automatically update cases upon creation

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 launches an API for real-time position in queue

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/

AWS Direct Connect announces 100G expansion in Hyderabad, India

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/

July 2025

Amazon Connect launches segment creation from imported files

Amazon Connect Customer Profiles now enables organizations to create customer segments from imported CSV files. This new capability allows contact center managers and campaign managers to upload predefined customer lists, streamlining the creation of targeted segments for personalized engagement strategies.

With this new feature, users can efficiently map CSV data to standard profile attributes powered by generative AI that automatically analyzes and organizes data from different formats, or create custom attributes as needed. The feature includes configurable profile expiry settings that allow organizations to set data retention periods of up to 90 days to maintain data quality and comply with governance requirements. When importing customer data, Customer Profiles utilize unique identifiers (such as customer IDs, email addresses, or phone numbers) to match and update existing profiles when possible, preventing duplicate records and ensuring customer information remains consolidated and current. Customers can now leverage these imported segments to drive multichannel outbound campaigns via SMS, phone calls, and email communications.

Segment creation from imported files is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-segment-creation-imported-files/

Amazon Connect now provides enhancements to audio treatment while customers wait in queue

Amazon Connect now provides the ability to execute logic such as routing priority changes within a flow while continuing to play audio to customers waiting in queue. For example, when a customer is in queue listening to music or instructions, you can now periodically check metrics to determine whether to transfer them to a different queue or conditionally offer a callback, without having the check itself cause any interruption to the music.

This enhancement to the Loop prompts block is available in all AWS regions where Amazon Connect is offered.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-enhancements-audio-treatment-customers-wait-queue/

Amazon Connect Contact Lens is now available in AWS GovCloud (US-West)

Amazon Connect Contact Lens is now available in AWS GovCloud (US-West). Amazon Connect Contact Lens helps you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With Contact Lens conversational analytics, you can transcribe customer calls, analyze customer sentiment, discover top contact drivers, help redact sensitive data, and more, all natively within Amazon Connect. With Contact Lens performance evaluations, you can define custom evaluation criteria, evaluate up to 100% of agents’ contacts using insights from conversational analytics, and get aggregated insights to improve agent performance.

With this launch, Contact Lens is available in all AWS regions where Amazon Connect operates.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-contact-lens-govcloud-us-west/

Amazon Q in Connect now supports 7 languages for proactive recommendations

Amazon Q in Connect, a generative AI-powered assistant for customer service, now supports 6 additional languages for offering proactive recommendations for customer service agents to resolve issues quickly and accurately.

Amazon Q in Connect detects customer intent during voice and chat interactions in Spanish, French, Portuguese, Mandarin, Japanese, and Korean, in addition to English. Amazon Q in Connect can also support end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels in 26 languages.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-q-connect-languages-proactive-recommendations/

Amazon Connect now supports custom work labels for agent schedules

Amazon Connect now supports custom work labels for agent schedules, making it easier for you to identify the type of work an agent is scheduled for. With this launch, you can create work activities with custom labels and assign them to agent schedules by day of the week. For example, you can assign “Order processing” as the work activity for Monday, “Returns management” for Tuesday, and “Work” (existing default activity) for rest of the week. Thus simplifying the experience for managers as they can now easily identify who is scheduled for which type of work. This launch also improves the experience for agents as they now have visibility into how their time is allocated.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-custom-work-labels-agent-schedules/

Amazon Connect launches additional APIs to update and delete cases and related case items

Amazon Connect now provides APIs that allow you to delete cases, case comments, undo contact associations, and remove service level agreements (SLAs) from cases. These new capabilities enable you to programmatically remove sensitive customer information from cases or delete cases upon a customer’s request.

Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-apis-update-delete-cases-items/

 Amazon Connect now provides enhanced flow designer UI editing features

Amazon Connect now provides new editing and accessibility enhancements for the drag-and-drop flow designer making it easier to build customer service experiences. These enhancements include keyboard navigation, auto arranging of blocks, screen reader support, and improved support for high zoom on browsers. Additionally, when editing a flow block in configuration side panel on the flow designer UI, you can view and edit all incoming and outgoing branch connections, create new flow blocks, and review all attached notes. Each of these capabilities can be accessed through new keyboard shortcuts which are visible on the canvas.

These features are available in all AWS regions where Amazon Connect is available.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-enhanced-flow-designer-ui-editing-features/

 Amazon Connect now supports parallel AWS Lambda execution in flows

Amazon Connect now supports parallel execution of AWS Lambda functions in flows, enabling faster and more seamless customer experiences. Amazon Connect allows you to integrate with third-party or homegrown systems such as CRMs using Lambda to automate tasks like reading or updating customer records. With this launch, you can now execute multiple Lambda functions concurrently or continue progressing the flow and run additional actions while a Lambda runs. For example, in an automated customer interaction, you can now look up a customer’s past purchases while simultaneously checking for active promotions and playing a message about a new offer. These capabilities can be configured directly in the drag-and-drop flow designer using the “Lambda” and “Wait” flow blocks, or through public APIs.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-parallel-aws-lambda-execution-flows/

Amazon Connect agent workspace now includes real-time agent performance metrics

The Amazon Connect agent workspace now includes an out-of-box analytics dashboard that provides agents with insights into their individual performance, such as contacts handled and average handle time. The dashboard also show agents their assigned queue metrics, such as contacts in queue and longest wait time. These insights help agents improve their performance and make decisions that enhance customer experience. For example, agents can delay breaks when they observe high queue volumes, helping to reduce customer wait times.

Amazon Connect agent workspace analytics dashboard is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London).

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-agent-workspace-agent-metrics/

Amazon Connect announces per-day pricing for external voice connectors

Amazon Connect external voice connectors are now priced at $100 per connector per day. The new daily rate provides customers with more granular billing options. The per-day rate is effective today for new and existing connectors.

Amazon Connect offers two types of external voice connectors. The transfer connector enables voice calls and metadata to be transferred to another voice system, so you can use Amazon Connect telephony and self-service AI with your existing voice system. The analytics connector enables Amazon Connect Contact Lens to ingest streaming voice and meta data from other voice systems and create contact records, call recordings, real-time and post-call analytics, and agent evaluations.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-announces-per-day/

Amazon Connect now supports AWS CloudFormation for quick responses

Amazon Connect now supports AWS CloudFormation for quick responses, enabling customers to deploy and manage quick responses using AWS CloudFormation templates. Quick responses allow contact center agents to access pre-configured messages to respond consistently and efficiently to common customer inquiries. With AWS CloudFormation, administrators can now define and deploy these quick responses across environments in a scalable and repeatable way.

Using AWS CloudFormation, organizations can standardize agent communications and reduce manual configuration between Amazon Connect instances. For example, you can use AWS CloudFormation templates to roll out updated response sets for seasonal campaigns or regulatory compliance across multiple Connect environments. This launch simplifies deployment and integrates seamlessly with continuous delivery pipelines.

This feature is available in all AWS Regions where Amazon Connect is offered.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-aws-cloudformation-quick-response/

Amazon Connect now supports AWS CloudFormation for message template attachments

Amazon Connect now supports AWS CloudFormation for Outbound Campaign message template attachments, enabling you to create, manage, and deploy these template attachments using AWS CloudFormation. This enhancement allows customers to define and deploy attachments, such as images or documents, as part of the existing MessageTemplate CloudFormation resource.

Message template attachments are used in outbound email campaigns to enrich content and improve engagement. With this launch, customers can now manage attachments programmatically through infrastructure as code, ensuring consistency, repeatability, and automation across staging, test, and production environments.

This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns are supported.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-aws-cloudformation-message-template-attachments/

Amazon Connect Cases now displays detailed email content within the case activity feed

Amazon Connect Cases now displays email content, including message body, images, and attachment details directly within the case activity feed, enabling case workers to understand email conversations more efficiently and resolve cases faster.

Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-cases-displays-email-content/

Amazon Connect’s UI builder launches an improved UX/UI

The Amazon Connect UI builder, used to create each step in a Step-by-Step Guide, now features an updated user interface to reduce the complexity to build structured workflows in Connect. The new user interface is designed to make the process of passing dynamic data onto guides and storing data entered in a guide by a user more initiative and consistent with Connect’s workflow orchestration. These improvements provide your managers with a streamlined user experience that enables them to create powerful and flexible experiences for agents and end customers. For example, managers can now define custom variables as dynamic references that can be edited for clarity or reusability and can be shared across multiple fields and components within each step in a guide.

In addition, the UI builder now contains a consistent look and feel with the rest of Amazon Connect by using Cloudscape Design System components. Amazon Connect UI builder is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and the AWS GovCloud (US-West) Region.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connects-ui-builder-improved-ux-ui/

Amazon Connect agent workspace enhances third-party applications to support new actions and workflows

Amazon Connect now allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. For example, when an agent logs in, they see a new training to complete, or when an agent initiates transfer, they see a company-specific phone directory. Agents can also perform new actions within their third-party applications, including filling out forms in pop-up windows and downloading files. When agents finish helping the customer, they can resume their work exactly where they left off. These new capabilities enable agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction.

Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-agent-workspace-third-party-applications/

Amazon Connect Contact Control Panel (CCP) launches refreshed look and feel

The Amazon Connect Contact Control Panel (CCP) now features an updated user interface using Cloudscape Design System components to enhance agent productivity and focus. The refreshed user interface includes a updated visual style for colors and buttons, and more visually consistent UI elements across interfaces. This visual refresh provides a more intuitive and streamlined experience for your contact center agents while maintaining the familiar layout and functionality to minimize impact and training requirements.

This updated user interface is available in all AWS regions where Amazon Connect is offered.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-ccp-look-feel/

Amazon Connect launches forecast editing UI

Amazon Connect now simplifies forecast editing with a new UI experience, enabling planners to make adjustments quickly and better respond to changing contact patterns. With this launch, users can select a forecast, make edits—such as increasing contact volume by a percentage or setting exact values—across specific date ranges, queues, and channels, preview and apply changes within the forecasting UI. For example, if there’s an upcoming marketing campaign expected to drive higher traffic, a planner can increase the short-term forecast by 15% for Tuesdays and Wednesdays between 12 PM and 2 PM for the next two weeks. With this feature, planners can simplify the process of managing forecast changes, improve planning accuracy, and respond faster to demand fluctuations.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-forecast-editing/

Amazon Connect Cases is now available in the Africa (Cape Town) Region

Amazon Connect Cases is now available in the Africa (Cape Town) AWS region. Amazon Connect Cases provides built-in case management capabilities that make it easy for your contact center agents to create, collaborate on, and quickly resolve customer issues that require multiple customer conversations and follow-up tasks.

With this launch, Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-cases-africa-cape-town-region/

 June 2025

Amazon Connect now supports external voice transfers in five additional AWS Regions

Amazon Connect external voice transfer is now available in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions.

Amazon Connect external voice transfer enables Amazon Connect to directly transfer voice calls and metadata to other voice systems without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-external-voice-transfers-five-regions/

Amazon OpenSearch Serverless now available in Asia Pacific (Hyderabad) and Asia Pacific (Osaka) regions

We are excited to announce that Amazon OpenSearch Serverless is now available in Asia Pacific (Hyderabad) and Asia Pacific (Osaka) regions. OpenSearch Serverless is a serverless deployment option for Amazon OpenSearch Service that makes it simple to run search and analytics workloads without the complexities of infrastructure management. OpenSearch Serverless' compute capacity used for data ingestion, search, and query is measured in OpenSearch Compute Units (OCUs). To control costs, customers can configure the maximum number of OCUs per account.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-opensearch-serverless-hyderabad-osaka-regions/

Amazon Connect enhances hold duration tracking for multiparty calls

Amazon Connect now allows you to track durations of holds initiated by individual agents in multiparty calling scenarios through the new Agent Initiated Hold Duration field on the contact record. This new field allows contact center managers to gain insights into hold patterns at the individual agent level during customer interactions. This also provides other benefits including better agent performance management, allowing managers to identify areas for improvement in call handling. Additionally, it helps in optimizing your customers’ experience by providing insights into hold patterns and durations across different agents and scenarios. This level of granularity in data can lead to more informed decision-making in workforce management and training initiatives.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-hold-duration-tracking-multiparty-calls/

Amazon Connect introduces enhanced calculated attributes

Amazon Connect Customer Profiles now offers enhanced calculated attributes with timestamp controls, historical data backfill, and improved limits to help businesses transform customer data into actionable insights. Customers now can specify timestamps on their data, including future-dated events, and process historical data information with increased limits.

Amazon Connect Customer Profiles offers calculated attributes that transform customer behavior data (e.g., contacts, orders, web visits) into actionable insights such as a customer’s preferred channel to drive proactive outbound campaigns, dynamic routing, and personalize IVRs without requiring engineering resources. With new enhancements, customers can now create more accurate and relevant calculated attributes by controlling which timestamps are used for calculations and ensuring proper chronological ordering regardless of the ingestion sequence. The new historical calculation capability automatically includes previously ingested data when creating new attributes, eliminating the wait time for meaningful insights for customer engagement. These enhancements enable sophisticated use cases like tracking upcoming appointments, analyzing long-term customer behavior patterns, evaluating customer lifetime value, and ensuring agents are prepared with relevant context before customer interactions.

Amazon Connect Customer Profiles is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London).

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-enhanced-calculated-attributes/

Amazon Connect Customer Profiles for Travel and Hospitality

Launching today, travel and hospitality organizations can now more seamlessly ingest and map data from their industry-specific source systems to Amazon Connect Customer Profiles to create a unified and comprehensive view of their end customers.

Travel and hospitality organizations often have multiple source systems, including booking systems, loyalty programs, and customer service platforms with rich customer information, but it is difficult to integrate and analyze customer data because the schemas are complex and not standardized. Amazon Connect Customer Profiles now has industry-specific mapping to help unify customer data from over 75+ source systems with Amazon Connect data and other industry-specific systems like Amadeus.

With Amazon Connect Customer Profiles, and other new features like profile explorer, organizations can easily access instant insights on individuals and groups of customers. Organizations can empower their staff across all touchpoints—from check-in desks to customer service activation within channels in Amazon Connect - to access the information they need to deliver personalized service.

Amazon Connect Customer Profiles for travel and hospitality is available in 10 AWS Regions. Pricing is based on pay-as-you-go profile utilization.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-customer-profiles-travel-hospitality/

Amazon Connect enhances communication limits for Outbound Campaigns

Amazon Connect Outbound Campaigns now offers new instance-level communication total limit control to give you greater flexibility in configuring how often you want to engage with your customers across multiple campaigns. It also provides the ability to opt out of limit controls for critical campaigns. These new capabilities enable more efficient and targeted customer engagement strategies.

The new instance-level total limit setting allows businesses to manage overall outbound communication limits across all campaigns while ensuring compliance with regulations such as the U.S. Telephone Consumer Protection Act (TCPA). This feature provides a centralized approach to managing communication frequency, helping businesses avoid over-contacting customers and potentially improving customer satisfaction. The ability to opt out of these limits for specific campaigns enables critical communications, such as fraud alerts or support during inclement weather, to reach customers when needed most, enhancing overall outbound communication effectiveness.

The feature is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-communication-limits-outbound-campaigns/

Amazon Connect Outbound Campaigns is now available in three additional AWS Regions

Today, we are excited to announce that Amazon Connect Outbound Campaigns is now available in Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Singapore). With this launch, customers can initiate proactive outbound communications for real-time service updates, promotional offers, product usage tips, and appointment reminders at just the right moments throughout your customer’s experience from the right channel.

Outbound Campaigns empowers businesses to create targeted and personalized outreach strategies through key capabilities including segmentation, omnichannel orchestration, content personalization and built-in analytics. Outbound Campaigns supports predictive and progressive voice dialing, AI-powered call classification, retry strategies based on contact outcomes, time zone detection, and communication limits. These features ensure that businesses can optimize their outreach while adhering to regulatory requirements and customer preferences. Additionally, businesses can fine tune audience segments, personalize message templates and start event-based campaigns across voice and digital channels like SMS and email. By leveraging these features, businesses can significantly enhance their customer engagement strategies and improve overall communication effectiveness.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-outbound-campaigns-three-regions/

Amazon Connect now supports instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)

Amazon Connect now lets you maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. With a resiliency instance in Asia Pacific (Osaka), you can replicate your Amazon Connect configurations, such as users, routing profiles, and flows, and configure traffic distribution settings to pre-define groups of users and phone numbers to shift between Asia Pacific (Tokyo) and Asia Pacific (Osaka), enabling your resiliency instance to handle new incoming traffic after switching regions.

To get started, you first need to set up an Amazon Connect instance in Asia Pacific (Tokyo) as your primary region. You can then create a replica instance for Amazon Connect in the Asia Pacific (Osaka) region.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-instance-replication-between-tokyo-osaka/

Amazon Connect can now include agent activities from third-party applications when evaluating agent performance

Amazon Connect can now integrate agent activities from third-party applications as Connect Tasks, which can be evaluated alongside work completed in Connect, providing managers with a unified application for quality management. You can programmatically ingest activities from third-party applications (such as application processing, social media posts, etc.) as completed Tasks within Connect, capturing details relevant for performance evaluation as Task attributes. Managers can then evaluate these external activities, alongside native Connect interactions to get a unified view of agent performance within Connect dashboards.

This feature is available in all regions where Contact Lens performance evaluations are already available.

https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-agent-activities-third-party-applications/

May 2025

Amazon Connect Contact Lens launches new real-time adherence dashboard

Amazon Connect Contact Lens now include a pre-configured agent adherence widget which supports filtering and sorting on agent adherence metrics, making day-to-day adherence management more efficient for supervisors. With this launch, supervisors can apply filters on adherence status, duration, and percentage; sort by duration or percentage; and apply conditional formatting within the agent adherence widget on the queue and agent performance dashboard. For example, a supervisor can highlight agents who have been falling behind schedule for more than 5 minutes, quickly identify breaches, and notify the agents accordingly. With this widget, supervisors can simplify the process of monitoring adherence, improving productivity, and enabling faster response times to adherence issues.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-contact-lens-real-time-adherence-dashboard/

Amazon Connect adds five new metrics and dashboard drill downs for outbound campaigns

Amazon Connect outbound campaigns now offers reporting on recipients and campaign executions along with additional metrics for tracking progress and troubleshooting issues. These capabilities are available in the Contact Lens dashboards and allow you to easily monitor campaign engagement by tracking total outreach against the total number of recipients targeted. You can drill down into your campaign and examine performance data for each campaign execution - for example, if you run a campaign every week for a month, you can drill down to view campaign performance for each week. You can also identify and resolve any delivery issues against each campaign - for example, out of the 20 delivery issues, you now know 12 had ineligible timezones, and 8 reached communication limit thresholds. The real-time campaigns dashboard shows the journey of your campaign, from how many recipients you targeted to how many you reached. All new metrics are also available through the GetMetricDataV2 API and Zero-ETL data lake for custom reporting or integrations with other data sources.

These enhanced outbound campaign analytics are available in all AWS regions where Amazon Connect outbound campaigns is available.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-new-metrics-dashboard-drill-downs-outbound-campaigns/

Amazon Connect adds enhanced contact information to DescribeContact API

Amazon Connect now provides richer contact information through the DescribeContact API, enabling your contact center to take smarter, faster action during and after customer interactions. This update surfaces key insights such as disconnect reasons, recording status, after-contact work time, and custom contact attributes, all in a single API response, helping to reduce complexity and improve performance. For example, a customer chat session might disconnect due to a network issue on the agent’s end. With the new DisconnectReason field in the DescribeContact API, you can now programmatically detect this and re-queue the chat for follow-up, ensuring the customer gets help without having to restart the conversation.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-enhanced-contact-information-describecontact-api/

Amazon Connect now publishes post-contact completion events to Contact Event Stream

Amazon Connect now publishes a new contact completion event in the Contact Event Stream (via Amazon EventBridge), delivering real-time insights into when a contact has fully concluded, including the completion of any after-contact work (ACW). This new event empowers contact centers with full-lifecycle visibility into customer and agent interactions, enabling smarter, faster downstream actions. For example, if you were to automatically create a follow-up ticket once an agent finishes their wrap-up work, this event gives you a precise, real-time signal to trigger that workflow, ensuring your systems stay in sync and your customer service stays responsive.

This new event is available in all AWS regions where Amazon Connect is available. Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon EventBridge usage.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-publishes-post-contact-completion-events-contact-event-stream/

Amazon Connect outbound campaigns now supports Poland

Amazon Connect now supports Outbound Campaign calling to Poland in the Europe (Frankfurt) and Europe (London) regions, making it easier to proactively communicate across voice, SMS, and email for use cases such as delivery notifications, marketing promotions, appointment reminders, or debt collection, etc. Outbound Campaigns offers real-time audience segmentation using unified customer data from Customer Profiles, along with an intuitive UI for campaign management, targeting, and analytics. It eliminates the need for complex integrations or direct AWS Console access. Outbound Campaigns can be enabled within the AWS Connect Console.

With Outbound Campaigns, Amazon Connect becomes the only CCaaS platform offering native, seamless support for both inbound and outbound engagement across voice and digital channels in a single, business-friendly application.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-outbound-campaigns-poland/

Amazon Connect for WhatsApp Business messaging and SMS now available in new AWS Regions

Amazon Connect is expanding WhatsApp Business messaging to five new AWS Regions: Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Sydney), Canada (Central), and Africa (Cape Town). Additionally, Amazon Connect SMS is now available in Africa (Cape Town). These expansions enable you to engage with customers through their preferred messaging channels while leveraging Amazon Connect's unified contact center capabilities to deliver seamless omnichannel experiences.

With this launch, Amazon Connect for WhatsApp Business messaging and Amazon Connect SMS are now available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town).

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-whatsapp-business-messaging-sms-aws-regions/

Amazon Connect external voice pricing changes

Amazon Connect now has new pricing models for external voice transfer and Contact Lens with external voice systems. The new pricing models have independent pricing for external voice connectors and external voice minutes and are effective for all customers from May 1, 2025.

External voice transfer directly transfers voice calls and metadata from Amazon Connect to another voice system, so you can use Amazon Connect telephony and Interactive Voice Response (IVR) to help improve customer experience. Each external transfer connector is now $3,100 per month and each external voice transfer is $0.005 per minute.

Contact Lens with external voice enables Connect Contact Lens contact records, call recording, real-time and post-call analytics, and agent evaluations with your existing voice system to help improve customer experience and agent performance. Each external voice connector is now $3,100 per month and each external voice minute is $0.012 per minute. Standard Contact Lens conversational analytics and performance evaluation charges apply when used with external voice.

Amazon Connect external voice transfer and Contact Lens with external voice are available in the US East (N. Virginia) and US West (Oregon) AWS Regions.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-external-voice-pricing-changes/

Amazon Connect now supports audio optimization for Omnissa cloud desktops

Amazon Connect now makes it easier to deliver high-quality voice experiences in Omnissa Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent’s local desktop to Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (e.g., Omnissa Horizon) and start accepting calls using your custom agent user interface (i.e., custom Contact Control Panel) using APIs in the Amazon Connect open source JavaScript libraries.

https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-audio-optimization-omnissa-cloud-desktops/

AWS service changes

At AWS, we understand that the decision to end support for a service or feature significantly impacts customers. We approach such decisions only after careful consideration. When end of support is necessary, we provide customers detailed guidance on available alternatives and comprehensive support for migration, ensuring minimal disruption to customer operations.

We understand that changes in availability can impact your operations. Our team is committed to supporting you through these transitions. For specific guidance, consult the relevant service documentation or contact AWS Support.

Services closing access to new customers
We are closing access to new customers for the following services on June 20th 2025. Existing customers will be able to continue to utilize the service.

• Amazon Timestream for LiveAnalytics 

Services announcing end of support
We will be ending support for the following services. Review the specific end-of-support dates and migration paths for each service below.

• Amazon Pinpoint 

• AWS IQ

• AWS IoT Analytics 

• AWS IoT Events 

• AWS SimSpace Weaver 

• AWS Panorama

• Amazon Inspector Classic 

• Amazon Connect Voice ID

• AWS DMS Fleet Advisor

Services and features reaching end of support
The following services and features have reached their end of support date, and can no longer be accessed.

• AWS Private 5G

• AWS DataSync Discovery

 https://aws.amazon.com/about-aws/whats-new/2025/05/aws-service-changes/

Agent hierarchy groups datatype in Analytics Data Lake

You can use an agent hierarchy groups table to incorporate organizational structure data into your custom analytics and reporting workflows. You can join this with existing tables such as Users to retrieve complete hierarchical information about your agents and their team assignments.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

Access Contact Lens real-time dashboards in AWS GovCloud (US) Region

You can access Amazon Connect Contact Lens real-time queue and agent performance dashboards, and flows performance dashboards in AWS GovCloud (US) Region, a secure cloud environment designed for government and public sector customers.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

Administrator access for agent schedules

You can grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. You can give certain users access to all published agent schedules without being added as a supervisor to every staff group.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

April 2025

Amazon Connect now shows an agent’s adherence to their work schedules in a calendar view

Now Amazon Connect makes it easy for supervisors to monitor agents’ adherence to their schedules in a calendar view. With this launch, supervisors can visualize adherence breaches by agent and day, for up to 90 days in the past alongside their shifts, including the ability to filter out minimal adherence breaches. This visualization allows supervisors to immediately spot adherence breaches across their team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For example, if a supervisor notices a pattern of agents consistently running late to work after breaks or lunches, they can investigate further to determine if there are underlying issues such as network problems, equipment issues, or expectations of timeliness that need to be addressed.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-agents-adherence-work-schedules/

Amazon Connect now supports additional Dual-Tone Multi-Frequency (DTMF) configuration settings

Amazon Connect now allows you to customize the number of seconds which the system will wait between a caller's keypad button presses so you can optimize user inputs in your Interactive Voice Response (IVR) systems. Administrators can now adjust this waiting period from 1 to 20 seconds, which was previously fixed at 5 seconds. For example, in a banking IVR flow, you can now set a longer inter-digit timeout for account number entry benefitting customers who may need more time between pressing digits. Additionally, two existing settings, Maximum Digits and Timeout Before First Entry, can now be set dynamically using variables, giving administrators more flexibility in designing IVR flows. This added flexibility allows you to optimize your IVR systems for specific use cases, improving user experience and system efficiency.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-dual-tone-multi-frequency-settings/

Amazon Connect now allows supervisors to take additional actions on in-progress chats

Amazon Connect now allows supervisors to take additional actions on in-progress chats directly from the Amazon Connect UI, accelerating issue resolution and improving customer satisfaction. For example, supervisors can now end chats with inactive customers or reassign chats to specific agents or queues.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-supervisors-additional-actions-in-progress-chats/

Amazon Connect now provides the ability to set voice and language dynamically in a contact flow

Amazon Connect now provides the ability to dynamically set the text-to-speech (TTS) voices, language, or speaking styles used in voice bots and interactive voice response (IVR). These new capabilities enable you to deliver a more personalized experience for each of your end customers. For example, you can have a desired voice configured dynamically based on the primary speaking language set in their customer profile. These new capabilities are configurable in the “Set Voice” block in Amazon Connect flows and can be configured in the drag-and-drop flow designer or public APIs.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-set-voice-language-dynamically-flow/

Amazon Connect Contact Lens dashboards now support access controls using agent hierarchies

Amazon Connect Contact Lens dashboards now supports the ability for contact center administrators to enforce granular access control based on a specific agent hierarchy. Assigning hierarchies to a user allows you to define organizational groups that a user belongs to and you can enable granular access controls by allowing users to only view metrics for agents within their hierarchy or a specific assigned hierarchy. For example, you can configure hierarchy groups and levels for a team, and only agents assigned to a hierarchy group within that team will be able to see metrics for those agents.

Amazon Connect Contact Lens dashboards are available in all commercial AWS regions where Amazon Connect is offered.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-contact-lens-dashboards-access-controls/

Amazon Connect Cases adds support for managing service level agreements on cases

Amazon Connect Cases now provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect UI, admins can set up SLA rules based on case attributes and configure target statuses and resolution times. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate or route cases to another team when SLAs are not met. For example, a company can use this feature to monitor whether high-priority cases are reviewed within 4 hours and closed within 24 hours, making it easier to meet case handling service commitments.

Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo) AWS regions.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-cases-managing-service-level-agreements-cases/

Amazon Connect agent workspace expands capabilities for third-party applications, including contact-related actions

The Amazon Connect agent workspace now supports additional capabilities for third-party applications including the ability make outbound calls, accept, transfer, and clear contacts, and update agent status. These enhancements allow you to integrate applications that give agents more intuitive workflows. For example, agents can now initiate one-click outbound calls from a custom-built call history interface that presents their most recent customer interactions.

Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-agent-workspace-capabilities-third-party-applications/

MAP enhancements to accelerate AI customer adoption 

Starting today, we're enhancing the AWS Migration Acceleration Program (MAP) with two key capabilities to help you accelerate your modernization efforts and drive customers' adoption of AI:

• New “Move to AI” Modernization Pathway, featuring Amazon Bedrock and Amazon SageMaker. This pathway enables you to help customers transform their existing applications and business processes with proven AI patterns that deliver measurable business value.

• Amazon Connect is now a qualifying service in the MAP Modernization Strategic Partner Incentive (SPI). This enables you to help customers transform their contact centers with AI-powered features that increase agent productivity and enhance customer experiences.

These enhancements strengthen your ability to lead customers’ AI transformation and drive contact center modernization.

https://aws.amazon.com/about-aws/whats-new/2025/04/map-accelerate-ai-customer-adoption/

Amazon Connect now provides bulk removal of agent schedules

Amazon Connect now provides bulk removal of agent schedules, making day-to-day management of agent schedules more efficient. With this launch, you can now remove schedules for up to 400 agents for a single day, or up to 30 days for a single agent. For example, remove all schedules for next Monday as the contact center is going to be closed, or remove future shifts for an agent who is no longer with the organization. With bulk remove, managers no longer have to remove agent shifts one agent and one day at a time, thus improving manager productivity by reducing time spent on managing agent schedules.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-bulk-removal-agent-schedules/

Amazon Connect launches administrator access for agent schedules

Amazon Connect now lets you grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. With this launch, you can now give certain users access to all published agent schedules without being added as a supervisor to every staff group. For example, users such as centralized schedulers or auditors who require a broad view of agent schedules across the organization can now be granted this access in a few clicks, thus reducing time spent on access management and improving overall operational efficiency.

This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.

https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-administrator-access-agent-schedules/

March 2025

Amazon Connect outbound campaigns now supports Brazil

Amazon Connect now supports outbound campaign calling to Brazil in the US East (Virginia) and US West (Oregon) regions, making it easier to proactively communicate across voice, SMS, and email for use cases such as delivery notifications, marketing promotions, appointment reminders, or debt collection. Communication capabilities include features such as point-of-dial checks, calling controls for time of day, time zone, number of attempts per contact, and predictive dialing with integrated voicemail detection. A list management capability provided by Amazon Pinpoint can also be used to build customer journeys and multi-channel user contact experiences. Outbound campaigns can be enabled within the AWS Connect Console.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-outbound-campaigns-brazil/

Amazon Connect can now target multiple agent proficiencies in a single routing step

Amazon Connect now offers the ability to target up to 4 different combinations of agent proficiencies per routing step. By using up to 3 OR conditions, routing will try to match a contact with 4 different types of agents and increase the possibility of finding a suitable match. For example, if the back-up for a niche banking skills consists of agents trained on account management, registration, and tax then after an initial search for balance transfer agents you can attempt a match across all four types of agents at the same time.

This feature is available in all AWS regions where Amazon Connect is offered.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-multiple-agent-proficiencies-single-routing-step/

Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are now Chrome Enterprise Recommended

Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 have earned Chrome Enterprise Recommended (CER) certification. This designation validates that these services are fully optimized for ChromeOS, ChromeOS Flex, and Chrome browser environments, ensuring seamless integration and performance for businesses using Chrome devices.

These Chrome-optimized services deliver significant advantages for organizations with users gaining browser-based access to contact center capabilities through Amazon Connect, Windows or Linux virtual desktops through Amazon WorkSpaces, and streaming applications without refactoring with Amazon AppStream 2.0. Customers can take advantage of security features built into ChromeOS, while enabling cost savings through efficient scaling and elimination of traditional infrastructure. Organizations can get more out of their hardware investments by installing ChromeOS Flex on aging devices, repurposing them to run Windows 11 on Amazon WorkSpaces and bringing existing Microsoft 365 Apps for enterprise licenses to run on WorkSpaces.

Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are available in multiple AWS Regions worldwide, allowing organizations to deploy these services closer to their end-users for optimal performance and compliance with data residency requirements.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-workspaces-appstream-2-0-chrome-enterprise-recommended/

Amazon Connect Contact Lens can now dynamically update the questions on an evaluation form

Contact Lens now enables you to create dynamic evaluation forms that automatically show or hide questions based on responses to previous questions, tailoring each evaluation to specific customer interaction scenarios. For example, when a manager answers “Yes” to the form question "Did the customer try to make a purchase on the call?", the form automatically presents a follow-up question: "Did the agent read the sales disclosure?". With this launch, you can consolidate evaluation forms that are applicable to different interaction scenarios into a single dynamic evaluation form which automatically hides irrelevant questions. This reduces manager effort in selecting the relevant evaluation form and determining which evaluation questions are applicable to the interaction, helping managers perform evaluations faster and more accurately.

This feature is available in all regions where Contact Lens performance evaluations are already available.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-contact-lens-update-questions-evaluation-form/

AWS announces the next generation of Amazon Connect where powerful AI improves every customer interaction

AWS announces the next generation of Amazon Connect, where powerful AI turns every customer touchpoint into a deeper relationship and better outcome. This comprehensive approach spans self-service, agent assistance, analytics, post-contact evaluation, and automated follow-up boosts sales and delights customers, while learning from every touchpoint. The next generation of Amazon Connect can be enabled with a single click, and includes unlimited use of AI capabilities, so you can focus on making customer experience improvements, not cost-driven compromises.

This next generation of Amazon Connect is available in US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

https://aws.amazon.com/about-aws/whats-new/2025/03/next-generation-amazon-connect-ai-improves-customer-interaction/

Amazon Connect broadens global telephony coverage

Amazon Connect announces the expansion of access to industry-leading inbound number availability across 158 countries, national outbound numbers in 72 countries, and global international dialing capabilities from any supported AWS commercial region. This expansion increases telephony coverage by an average of 125% across AWS regions. Organizations can now focus on selecting the ideal location for their customer experience operations based on business considerations such as agent availability, language fluency and regulatory needs without being constrained by telecommunications infrastructure. Agents and customers benefit from the reliability, quality, and cost-effectiveness enabled by the AWS global network and Amazon Connect’s direct connections to the 40+ tier-1 carriers closest to your customers.

With this launch, Amazon Connect reimagines the delivery of voice calls. Traditional telephony networks often introduce quality degradation through multiple interconnection points, variable routing paths, and aging infrastructure. By leveraging the AWS global network backbone – the same high-performance, low-latency private network that powers AWS, call paths are optimized and routed directly to the carrier closest to your customer. This simplified routing enables consistently clear and natural conversations for every call.

Access expanded telephony coverage for Amazon Connect in all AWS Regions where Amazon Connect is available, except the AWS GovCloud (US) Regions and Africa (Cape Town).

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-global-telephony-coverage/

Configure Amazon Q in Connect directly from Connect Admin Website

Amazon Q in Connect, a generative AI-powered assistant for customer service, now makes it easy to create and modify generative AI experiences to improve customer interactions through an intuitive user interface within the Amazon Connect admin website.

With this no-code approach, contact center administrators can now configure AI agent behaviors, create or edit custom prompts and set appropriate guardrails directly through the Amazon Connect admin website. For example, users can update AI prompts when launching new products, adjust AI guardrails to filter inappropriate content, or refine AI agents.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-q-connect-admin-website/

Amazon Connect Tasks now support durations up to 90 days

Amazon Connect Tasks can now be configured to expire up to 90 days from creation, with a default of 7 days. For example, tasks like auto repairs can take weeks to complete or that have longer follow-up times can stay active for up to 90 days before being escalated to a supervisor, while more time-critical tasks like rescheduling a hotel reservation can be distributed and tracked to completion within minutes. 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 Tasks is offered.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-tasks-durations-90-days/

Salesforce Contact Center with Amazon Connect is now generally available

Salesforce Contact Center with Amazon Connect, now generally available, is 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 channels, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences 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 Amazon Connect 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, digital channels and routing of Salesforce cases.

This feature is available in all AWS Regions where Amazon Connect is available.

https://aws.amazon.com/about-aws/whats-new/2025/03/salesforce-contact-center-amazon-connect-available/

Amazon Connect Contact Lens now enables you to capture agent acknowledgements of performance evaluations

You can now capture and review agent acknowledgements of performance evaluations within Contact Lens, ensuring that agents have reviewed evaluation feedback and understand performance expectations. Today, agents receive automated email notifications or tasks to review their performance evaluations. With this launch, agents can acknowledge their review of performance evaluations within the Connect UI, and add optional notes (e.g., “reviewed and accepted feedback on being more empathetic towards angry customers”). Managers can then track agent acknowledgements, to confirm that agents are regularly reviewing the feedback on performance evaluations for improving their performance.

This feature is available in all regions where Contact Lens performance evaluations are already available.

https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-contact-lens-agents-acknowledgements-performance-evaluations/

View agents' adherence to their work schedules in a calendar view

You can view adherence breaches by agent and day, for up to 90 days in the past, alongside their shifts. You can filter out minimal adherence breaches. This visualization allows you to immediately spot adherence breaches across your team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

Process to enable outbound campaigns for the purpose of event-driven mass notifications

Amazon Connect outbound campaigns supports event-driven mass notifications, such as severe weather warnings, evacuation notices, disaster response communications, or utility disruptions impacting many thousands of customers with prior authorization and approval. Additional charges may apply based on your location and anticipated notification volumes.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

Increased limit on number of routing criteria updates per queued contact

Previously, routing criteria could be updated only up to three times while a contact was in queue. You can now update the routing criteria on a queued contact an unlimited number of times. However, if you update the routing criteria more than 3 times on a queued contact, only the latest 3 updates will be stored on the contact record and used to calculate metrics such as Step Expired % and Step Contacts Queued. To learn more, see RoutingCriteria in the contact record documentation.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html

Dynamically update questions on an evaluation form

You can create dynamic evaluation forms that automatically show or hide questions based on responses to previous questions, tailoring each evaluation to specific customer interaction scenarios. For example, when a manager answers "Yes" to the form question Did the customer try to make a purchase on the call?, the form automatically presents a follow-up question: Did the agent read the sales disclosure?

You can consolidate evaluation forms that are applicable to different interaction scenarios into a single dynamic evaluation form which automatically hides irrelevant questions. This reduces manager effort in selecting the relevant evaluation form and determining which evaluation questions are applicable to the interaction, helping managers perform evaluations faster and more accurately.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html