Amazon Connect

Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI. While setting up an evaluation form, managers can run…

Amazon Connect Customer now lets administrators store more of the reference data that drives their contact center configurations. Administrators can now use data tables to hold up to 20,000 values…

Amazon Connect Customer now supports agent-to-agent collaboration, giving customers the choice to bring in specialized AI agents during a live interaction to resolve a customer request. With this…

Amazon Connect Talent is now generally available, giving talent acquisition leaders an AI-powered hiring solution that accelerates candidate selection at scale. Informed by decades of Amazon's hiring…

Amazon Connect Customer provides a library of standard metrics. Custom metrics let you go further; defining the measurements unique to your business. But managing them across various instances…

Amazon Connect Customer now supports tag-based access control for custom metrics, so you can govern which users and roles can view, create, or modify each custom metric. As more teams across your…

Amazon Connect Customer now lets managers import a PDF of an evaluation form from a third-party quality management application, and automatically recreates it in Connect using AI, making it easier to…

Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules. Schedulers first establish agent ranking either by uploading a CSV file or…

Amazon Connect Customer now gives contact center managers the ability to set specific capacity limits for different kinds of work. Previously, concurrency settings were applied at the channel level…

Amazon Connect Customer Profiles now sends segment membership events, providing the ability to receive real-time and scheduled notifications when customer profiles enter or exit a segment, such as…

Amazon Connect Customer announces the general availability of agentic CX designer, a no-code canvas for designing and deploying AI-powered self-service experiences. You can now build and launch voice…

Amazon Connect Customer now automates evaluations of human and AI agents in Malay using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated…

Amazon Connect Customer now offers compact mode on the analytics dashboards, increasing data density so supervisors can see more of their operational data without scrolling. Compact mode reduces…

Amazon Connect Global Resiliency now supports cross-region routing of contacts to agents across two linked AWS regions. For example, a contact arriving in US East (N. Virginia) is offered to the…

Amazon Connect Customer now supports generative AI-powered summaries, real-time call analytics, and real-time rules in the Africa (Cape Town) Region. These capabilities extend the post-contact…

Amazon Connect Customer now automatically refreshes schedule metrics on the scheduling page, giving managers immediate visibility into the impact of schedule updates. For example, when a new team…

Amazon Connect Customer now enables managers to input unplanned shrinkage in agent schedules, providing a more accurate picture of staffing due to unscheduled agent absences such as late logins or…

Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring,…

Amazon Connect Customer now lets agents change the profile on a case or choose a profile after the case is opened. If a case is linked to the wrong customer, agents can update the profile to keep…

Amazon Connect Customer now supports information extraction, which automatically captures key data from voice and chat interactions, reducing manual data capture and improving agent and supervisor…

Amazon Connect Customer now lets managers chat with their data in plain language and get back the answer, the evidence behind it, and the fix, in seconds. Managers have always had the data. What they…

Amazon Connect Customer now lets agents view and self-assign queued agent-first callbacks alongside emails, tasks, and chats. This gives agents the option to prioritize work that needs immediate…

Amazon Connect Customer now provides a performance dashboard for cases that helps managers monitor case volume, resolution trends, and performance against service level agreement (SLA) targets.…

Amazon Connect Customer dashboards now support drilling down into real-time queue and routing profile performance. With a single click, supervisors can drill from a summary view into pre-filtered…

Amazon Connect Customer now gives supervisors visibility into how well agents followed their schedules with historical agent adherence metrics on dashboards. The new metrics include scheduled time,…

Amazon Connect Customer now supports exporting cases to a CSV file directly from the agent workspace, making it easier to share case data with internal teams and external stakeholders such as…

Amazon Connect Customer now lets you generate capacity plans at the interval level (15-minute or 30-minute intervals), giving workforce planners visibility into more granular staffing requirements…

Amazon Connect Customer now automatically surfaces relevant examples of an agent's evaluations when managers are preparing coaching feedback, so they can deliver actionable, evidence-backed coaching…

Agents using Microsoft Azure Virtual Desktop (AVD) or Windows 365 Cloud PC can now take calls directly from their virtual desktop session with audio optimization enabled. To get started, IT…

Amazon Connect Customer dashboards now display real-time and historical metrics for agent queues. Agent queues are used to directly route contacts to a specific agent. Now, supervisors can track how…

Amazon Connect customers can now deliver more natural, human-sounding agentic voice experiences with expanded support across 50+ languages including Spanish, French, Italian, Japanese, Korean,…

Amazon Connect Customer now offers Agentic CX designer (NLX) in preview, a no-code canvas for designing and deploying AI-powered self-service experiences. You can build and launch voice and digital…

Amazon Connect Customer now supports the ability to interrupt an agent with a contact, overriding their usual routing configuration in case of urgent or time-sensitive work. For example, an agent may…

AWS announces the Amazon Connect Customer Competency, a new AWS Specialization that helps customers identify Services Partners with proven expertise in transforming enterprise-wide customer…

Amazon Connect Customer now provides AI agent traces for self-service voice interactions, enabling you to understand how AI agents reason, act, and respond during each customer conversation. With…

Amazon Connect Customer now enables contact center supervisors to receive real-time alerts directly on the dashboard when specific keywords, phrases, or sentiment patterns are detected during live…

Amazon Connect Customer now provides schedule update notifications, making it easier for you to automatically notify agents when their schedules change. You can define rules to send email or text…

Amazon Connect Customer now supports up to 5,000 agents per schedule, making it easier for you to schedule larger business units or multiple business units that share agents (multi-skilled agents)…

Amazon Connect Customer now supports scheduling tasks up to 90 days in advance, helping organizations plan, route, and track long-running follow-up work. For example, an insurance team managing an…

Amazon Connect Customer Assistant is now integrated within the UI builder, enabling contact center managers to create and modify views using natural language. Managers describe what they need, such…

Amazon Connect Customer now supports generative AI-powered post-contact summaries in eight additional language families: Portuguese, French, Italian, German, Spanish, Chinese, Japanese, and Korean.…

Amazon Connect Customer now enables managers to use generative AI to automatically evaluate self-service interactions, and get aggregated insights to help improve customer experience. Managers can…

Amazon Connect Customer now supports tag-based access controls for the agent login/logout report, enabling you to apply granular access controls to meet compliance and regulatory requirements for…

Amazon Connect Cases now supports editing and deleting related items, and deleting cases directly from the agent workspace without administrator help. Agents can update comments, unlink contacts…

Amazon Connect Customer now supports a permission that gives agents access to their own performance evaluations in the Connect UI, without exposing other agents' evaluations, so they can review…

Amazon Connect Customer now enables you to embed Cases and Customer Profiles into custom agent applications, helping agents access case details and customer context alongside the tools they already…

Amazon Connect now supports Default Guides for After Contact Work (ACW), enabling contact center administrators to automatically launch a Step-by-Step Guide when an agent enters the ACW state without…

Amazon Connect Outbound Campaigns now detects customer time zones using all phone numbers and addresses on a customer profile, not just the primary contact fields. Previously, time zone detection…

Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged, so agents always see a complete case history for each customer. When the same customer has…

Amazon Connect Talent is now available in Preview, giving talent acquisition leaders an AI-powered hiring solution that accelerates candidate selection at scale. Informed by decades of Amazon's…

Today, AWS announces the general availability of Amazon Connect Decisions, an agentic AI planning and intelligence solution that helps supply chain teams shift from firefighting to proactive…

Amazon Connect now supports attachment file sizes up to 100 MB for chat, cases, and tasks, up from the previous 20 MB limit. Administrators can enable these higher limits and configure custom file…

Amazon Connect Outbound Campaigns now allows you to dial contacts in configurable priority order based on up to 10 profile attributes for voice campaigns and voice activities in journeys. This helps…

Amazon Connect now expands agentic voice speech-to-speech experiences to three additional AWS Regions: Asia Pacific (Seoul), Asia Pacific (Singapore), and Europe (Frankfurt), along with new locales…

Amazon Connect now enables you to automatically pass customer context to personalize self-service experiences from the moment a call connects. When a customer initiates a call from a website, mobile…

Amazon Connect Outbound Campaigns now allows you to refresh campaign segments as frequently as every hour, reduced from the previous minimum of 24 hours. This enables campaigns to reach newly…

Amazon Connect now supports the use of flow modules across all Connect flows, allowing you to reuse common logic and functionality beyond inbound customer experiences. Flow modules organize…

Amazon Connect now allows you to test and simulate chat experiences in just a few clicks, making it easy to validate self-service chat interactions, customer service workflows, and their outcomes.…

Amazon Connect now applies tag-based access controls (TBAC) to routing profile assignments in quick responses. Previously, quick responses configured by administrators with tag-based access controls…

Amazon Connect now offers agentic speech-to-speech voice experiences in an additional AWS Region: Europe (London). Amazon Connect also adds three new speech-to-speech voices across US Spanish and UK…

Amazon Connect now offers generative text-to-speech voices in three additional AWS Regions: Europe (London), Asia Pacific (Seoul), and Asia Pacific (Sydney). Amazon Connect also expands support for…

Amazon Connect now supports 13 new languages for voice AI agents, bringing the total to 40 language locales. New languages include Arabic (Saudi Arabia), Czech, Danish, Dutch (Belgium), English…

Amazon Connect now provides case data in the analytics data lake, making it easier for you to generate reports and insights. With case data available alongside other Amazon Connect analytics, you can…

Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify…

Amazon Connect now enables you to choose the "From" email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or business…

Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and…

Today, Amazon Connect is announcing enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. Building on the…

Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query…

Amazon Connect Health is now generally available, bringing purpose-built agentic AI to healthcare organizations to streamline patient engagement and point-of-care workflows. Amazon Connect Health…

Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and…

Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service…

Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when…

Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand…

Amazon Connect now supports in-app notifications in the workspace header, visible from any page, so your team can stay informed without interrupting their workflow— whether configuring, analyzing…

Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when an agent receives a Task…

Amazon Connect dashboards now provides granular access controls for analytics dashboards. This enables you to apply resource tags that control who is able to see metrics for specific resources such…

Today, AWS announces the release of Audio Enhancement for Amazon Connect, helping improve audio quality and reliability for voice calls in noisy contact center environments. With this launch, you can…

Amazon Connect now supports the ability to configure agents with auto-accept settings for chat, tasks, emails, and callbacks. When auto-accept is enabled, incoming contacts are automatically…

Amazon Connect now supports the ability to configure agents with after contact work timeout settings for chat, tasks, emails, and callbacks. After contact work timeouts improve agent efficiency by…