Amazon Connect

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 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 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 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…

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…

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…

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

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 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 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 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…

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…

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…