2025 CCW - Amazon Connect Sessions

• June 10, 9:00 - 10:30 AM (PST) | Workshop - Get hands-on with AI-powered customer experiences

• June 11, 5:00 - 5:30 PM (PST) | Mainstage Panel - Scaling AI across the entire customer journey

• June 11, 11:00 - 11:45 AM (PST) | Pavilion Session - Transforming customer experience with unified data

• June 11, 12:00 - 12:45 PM (PST) | Pavilion Session - Revolutionizing customer experience: The TELUS digital success story

• June 11, 1:45 - 2:30 PM (PST) | Pavilion Session - Future-proofing contact centers with continuous AI innovation

• June 11, 2:45 - 3:30 PM (PST) | Pavilion Session - Modernizing service excellence through customer experience innovation

• June 12, 11:00 - 11:45 AM (PST) | Pavilion Session - Elevate your outbound communications with Amazon Connect data foundation

• June 12, 12:00 - 12:45 PM (PST) | Pavilion Session - Speed to value: Roadside Protect achieves 1000% ROI with Amazon Connect and NeonNow

• June 12, 1:45 - 2:30 PM (PST) | Pavilion Session - Unifying customer engagement: From siloed systems to intelligent omnichannel

2025 DC Summit - Amazon Connect Sessions

• June 10, 9:45a - 10:15a ET | BIZ202 (Breakout Session) - Modernizing Citizen Experience in Washington DC's Contact Center

• June 10, 2:15p - 3:15p ET | BIZ303 (Builder's Session) - Turn data into actionable contact center insights with Amazon Connect

• June 10, 4:30p - 5:00p ET | HLC103 (Breakout Session) - Transforming Patient Experience with Amazon Connect

• June 11, 9:00a - 10:00a ET | BIZ301 (Chalk Talk) - Seamless self-service to agent-assisted support with Amazon Connect

• June 11, 2:30p - 3:30p ET | BIZ302 (Chalk Talk) - Enhance end-customer self-service with Amazon Connect Chat

After careful consideration, AWS has decided to end support for Amazon Connect Voice ID, effective May 20, 2026 . New customer sign-ups will end on May 20, 2025. Existing customers can continue using Voice ID until the end of support date. This does not impact the availability of Amazon Connect service.

Recommended Alternatives

• Pindrop® Anti-Fraud and Authentication Platform - Available on AWS Marketplace with solutions including Caller Authentication, Call Verification, and Anti-Fraud features

• DIY One-Time-Pin (OTP) Authentication - Using AWS End User Messaging SMS capabilities

Note: Voice ID enrollments cannot be migrated to Pindrop® - callers will need to be re-enrolled.

AWS has announced end of support for Amazon Pinpoint, effective October 30, 2026 . New customer sign-ups will end on May 20, 2025. Existing customers can continue using Amazon Pinpoint until the end of support date. This does not impact the availability of Amazon Connect service.

Migration Options

• For engagement features (endpoints, segments, campaigns, journeys, analytics) - Migrate to Amazon Connect proactive engagement solutions including Outbound Campaigns and Customer Profiles

• For events collection & mobile analytics - Use Amazon Kinesis

• For communication channels - AWS End User Messaging will continue to support SMS, Voice, Mobile Push, OTP and Phone Number Validate APIs

• For email capabilities - Migrate to Amazon Simple Email Service (SES)

🚀 Launch Announcement: Lex GovCloud : Amazon Lex adds AWS CloudFormation support for GovCloud (US-West) and advanced features

Amazon Lex now offers AWS CloudFormation support in AWS GovCloud (US-West), extending infrastructure-as-code capabilities to government agencies and their partners.Additionally, CloudFormation support also now includes composite slots and QnAIntent features across all AWS regions where Amazon Lex operates, allowing developers to define, deploy, and manage these advanced conversational components through CloudFormation templates.

With CloudFormation support in AWS GovCloud (US-West), government agencies can now automate the deployment of Amazon Lex chatbots while maintaining compliance with strict security requirements. Additionally, two key conversational AI features are now supported via CloudFormation: composite Slots , which enable more natural interactions by collecting multiple data points in a single prompt (e.g., "Please provide your city and state" instead of separate questions), and QnAIntent , which automatically answers user questions by searching configured knowledge bases and returning relevant information from documents, FAQs, or knowledge bases.

🚀 Launch Announcement: SES : SES Mail Manager adds Debug Logging for traffic policies

Today, Simple Email Service (SES) Mail Manager announces the addition of a Debug logging level for Mail Manager traffic policies. This new logging level provides more detailed visibility on incoming connections to a customer’s Mail Manager ingress endpoint and makes it easier to troubleshoot delivery challenges quickly, using familiar event destinations such as Cloudwatch, Kinesis, and S3.

With Debug level logs, customers can now log every possible evaluation and action within a Mail Manager traffic policy, along with envelope data for the email message being evaluated for traffic permission. This enables customers to determine whether their traffic policy is working as expected or to isolate incoming message parameters which are not covered by the current configuration. When used in conjunction with rules engine logging, debug logging for traffic policies charts a full picture of message arrival into Mail Manager and its disposition by the rules engine. Debug logging for traffic policies is intended to be used during active troubleshooting but otherwise left disabled, as its output can be verbose for high-volume Mail Manager instances. While SES does not charge an additional fee for this logging feature, customers may incur costs from their chosen event destination.

🚀 Launch Announcement: Connect GovCloud : 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 .

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: EUM : AWS End User Messaging is now available in Mexico (Central)

We are excited to announce that AWS End User Messaging is now available in Mexico (Central).

AWS End User Messaging provides developers with a scalable and cost-effective messaging infrastructure without compromising the safety, security, or results of their communications. Developers can integrate messaging to support uses cases such as one-time passcodes (OTP) at sign-ups, account updates, appointment reminders, delivery notifications, promotions and more.

🚀 Launch Announcement: Connect : 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).

To learn more, visit the Amazon Connect documentation , pricing page , or visit the Amazon Connect website for detailed information about getting started with WhatsApp Business messaging and SMS in these regions.

🚀 Launch Announcement: SES : Amazon SES now supports IPv6 when calling SES outbound endpoints

Today, Amazon Simple Email Service (SES) launched support for connecting to SES outbound sending endpoints over IPv6. Customers can now specify their preference for IPv4 or IPv6 endpoints when using the AWS SDK or CLI. This makes it easy to switch from using IPv4 addresses to IPv6 addresses when communicating with the SES services for outbound sending.

Previously, customers could use the AWS SDK or CLI to connect with SES endpoints for outbound sending. These connections always used IPv4 addresses when creating TCP/IP connections for communication with the SES service. Now customers can specify their preference for dual-stack using an environment variable or command line argument. The AWS SDK and CLI will use this information to specify the address type when connecting to the SES service API endpoint.

🚀 Launch Announcement: Connect : 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. To learn more, visit our webpage .

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect : 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.

Customer Engagement What's New

June 03, 2025
Connect Lex : Enhancing public safety operations with Amazon Bedrock
In this post, we discuss a noise complaint solution that uses an Amazon Bedrock Agent to serve as an intelligent interface between citizens and the computer-aided dispatch (CAD) system.

May 23, 2025
Lex : Principal Financial Group increases Voice Virtual Assistant performance using Genesys, Amazon Lex, and Amazon QuickSight
In this post, we explore how Principal used this opportunity to build an integrated voice VA reporting and analytics solution using an Amazon QuickSight dashboard.

May 19, 2025
EUM : Migrating from Amazon Pinpoint SMS v1 API to AWS End User Messaging SMS & Voice v2 API
This blog covers the steps on how to upgrade to the latest APIs offered by AWS for SMS messaging. IMPORTANT: Your SMS phone number and sender ID resources are stored in End User Messaging already. There is no need to register new numbers (originators) or configure new Sender IDs AWS End User Messaging provides developers […]

May 16, 2025
SES : Navigate Bulk Sender Requirements with Amazon SES
Introduction Email communication remains a critical component of business operations and customer engagement. As the digital landscape evolves, major mailbox providers continually update their policies to enhance security and user experience. This blog will explore the changes implemented by Microsoft for bulk senders trying to reach Outlook.com (supporting Hotmail.com, live.com consumer domain addresses). This follows […]

May 13, 2025
Connect : Customer contact week 2025: Transform your contact center with AI-powered innovation
The customer experience landscape has entered a new era of transformation, where generative AI and intelligent automation are no longer future possibilities but present-day imperatives. At Amazon Web Services (AWS), we’re helping organizations harness these technologies to create more meaningful, efficient, and personalized customer interactions. This year, we are thrilled to be a sponsor of […]

May 13, 2025
EUM : SMS Onboarding for SaaS, ISV, and Multi-Tenant Applications with AWS End User Messaging
Introduction SMS messaging continues to be one of the most reliable and effective communication channels. However, for Software as a Service (SaaS) companies, Independent Software Vendors (ISVs), and multi-tenant solution providers looking to incorporate SMS capabilities into their offerings, the journey can be complex and filled with challenges. This guide is specifically designed for technology […]

May 12, 2025
Connect Lex : Unlocking the full potential of Amazon Connect
Today’s consumers have high expectations – and your customers are no exception. Every business is racing to stay ahead with the latest technical innovation that can improve service, reduce costs, and help target strategic growth. Amazon Connect is one of these solutions – powered by the might of AWS technology and AI, it’s a modern […]

May 08, 2025
Connect : Proven migration patterns for accelerating Amazon Connect deployments
Enterprise contact centers struggle to support multiple lines of business (LOBs) with separate IT and operations teams. Business Process Outsourcing (BPO) companies amplify this complexity, managing hundreds of customers with unique requirements. Contact center migration patterns address these challenges, accelerating deployments and simplifying operations. This post explains five such proven patterns that create a robust […]

May 07, 2025
Connect : Wisconsin DOR cuts contact center costs by 66% and boosts performance with ScaleCapacity and Amazon Connect
The Wisconsin Department of Revenue (DOR) administers the state’s income and business tax laws, oversees property tax assessments, regulates alcohol and tobacco sales, verifies taxpayers’ identities, manages the state lottery, and distributes tax revenues to local governments. The agency’s contact center, where about 500 agents handle 700,000 calls annually, depended on multiple disparate technologies hampered […]

May 06, 2025
Connect : Priceline leverages generative AI in Amazon Connect to streamline the customer experience
Priceline is a leader in online travel that pairs innovation with negotiation to help customers find best-in-class deals on flights, hotels, car rentals and cruises. As an online travel agency, Priceline works with a vast network of trusted travel suppliers worldwide to offer extensive inventory for our customers. In fact, Priceline offers over 1.2M accommodations […]

Amazon Contact Center Blogs

June 9-12, 2025 | 6:00PM – 5:00PM PT | 9:00PM – 8:00PM ET | In Person @ Caesars Forum, Las Vegas
AWS at Customer Contact Week
Join us for AWS at Customer Contact Week. For more details, click the event link.

June 4-5, 2025 | 10:00AM – 5:00PM MT | 10:00AM – 5:00PM PT | 1:00PM – 8:00PM ET | In Person @ The Camby
AWS at CX Healthcare Exchange West
Join us for AWS at CX Healthcare Exchange West. For more details, click the event link.

Here's a list of all Upcoming Amazon Connect Events

Amazon Connect Tasks (200 Level, 3 Hour Duration)
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to provide reliable 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. In this workshop, you will learn how to enable Tasks in Amazon Connect.

Amazon Connect Email Enablement Workshop (200 Level, 3 Hour Duration)
Amazon Connect Email allows businesses to integrate email communication channels seamlessly into their existing Amazon Connect contact center. This feature empowers agents to manage customer inquiries and support requests efficiently through a unified inbox, alongside voice and chat interactions. By leveraging Email, organizations can provide omnichannel customer experiences, streamline their support operations, and enhance agent productivity. In this workshop, you will learn how to configure Amazon Connect Email, set up email queues and routing rules, and explore best practices for delivering exceptional email-based customer service.

Amazon Connect Workshops

May 02, 2025: Inside Generative AI @ Amazon - Amazon Connect | Amazon Web Services

Please visit @AmazonWebServices on YouTube

June 03, 2025
Enhanced hold duration tracking for multiparty calls
You can track durations of holds initiated by individual agents in multiparty calling scenarios by using the new Agent Initiated Hold Duration field on the contact record. Use this field to gain insights into hold patterns at the individual agent level during customer interactions. For more information, see AgentInitiatedHoldDuration in Data model for Amazon Connect contact records

June 03, 2025
Updates to email quotas
The Email domains per instance quota has been increased from 5 custom email domains to 100. For a list of additional updates, see Updates to email quotas .

June 02, 2025
Increased quota: Custom email domains per instance
The Email domains per instance quota has been increased from 5 custom email domains to 100. For more information, see Amazon Connect service quotas .

May 30, 2025
New quota: Maximum contacts in an agent queue per instance
A new quota has been introduced for the maximum number of contacts that can be queued at once in a single agent queue. The quota is set to 10 contacts per queue and applies to every agent queue in your instance. (The default was already 10 contacts; we're surfacing the quota so it's easier for you to change.) This is a resource-level quota and can be increased upon request. For more information, see Amazon Connect service quotas .

May 20, 2025
End of support notice for Amazon Connect Voice ID
End of support notice: On May 20, 2026, AWS will end support for Amazon Connect Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Amazon Connect console, access Voice ID features on the Amazon Connect admin website or Contact Control Panel, or access Voice ID resources. For more information, visit Amazon Connect Voice ID end of support .

May 08, 2025
Audio optimization for Omnissa cloud desktops
You can 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 Amazon Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (that is, Omnissa Horizon) and start accepting calls using your custom agent user interface. For more information, see Optimize Amazon Connect audio for Omnissa cloud desktops .

May 07, 2025
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. For more information, see Agent Hierarchy Groups .

May 06, 2025
Additional AWS Regions for WhatsApp Business messaging and SMS
Amazon Connect supports WhatsApp Business messaging and SMS in additional Regions. For more information, see Availability of Amazon Connect features by Region .

May 06, 2025
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. For more information, see Contact Lens features by Region .

May 01, 2025
Enhanced contact information in DescribeContact API
The DescribeContact API provides richer contact information, enabling more efficient contact center operations. The enhanced API response includes detailed insights such as disconnect reasons, recording status, after-contact work time, and custom contact attributes in a single call. This allows programmatic handling of contact scenarios, such as automatically re-queuing disconnected chats based on specific disconnect reasons, helping maintain conversation continuity. For more information, see the DescribeContact API documentation.

May 01, 2025
Administrator access for agent schedules
You can give certain users access to all published agent schedules without being added as a supervisor to every staff group. See the Access to all published schedules option on the Staff rules tab of the Scheduling page. For more information, see Create staff rules for scheduling .

Admin Guide Release Notes

For more information visit the Release notes for Amazon Connect

Here's a list of all recent announcements related to Customer Engagement.

Here's a list of all recent announcements related to Amazon Lex.