• Find customers instantly using multiple identifiers simultaneously (email, phone, booking reference etc.) with real-time search results.

• Customize views to prioritize the most relevant information for specific business needs, design a domain-specific layout that highlights the most relevant customer data defined by you.

• Access complete customer context including demographic data, communication history, behavioral interactions, and segment membership with interactive visualizations and data displays.

• Leverage AI-powered insights with customer summaries highlighting key patterns, and personalized behavioral inferences.

Resources

• What's New

• Blog: Your unified view of travelers and guests from Amazon Connect Customer Profiles

• Admin Guide: Set up Profile Explorer in Amazon Connect Customer Profiles

• Product Page: Amazon Connect Customer Profiles

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect forecasting, capacity planning, and scheduling is now available in AWS GovCloud (US-West)

Amazon Connect forecasting, capacity planning, and scheduling is now available in AWS GovCloud (US-West). This feature helps you predict contact volumes, allocate agents efficiently, and ensure optimal agent scheduling to meet operational goals while minimizing overstaffing. Using machine learning, it anticipates contact volume and arrival rates, converts forecasts into staffing projections, and assigns daily shifts accordingly. By optimizing operations and helping meet service level goals, Amazon Connect forecasting, capacity planning, and scheduling helps businesses improve both agent productivity and customer satisfaction.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: SES : Amazon Simple Email Service is now available in three new AWS Regions

Amazon Simple Email Service (Amazon SES) is now available in the Asia Pacific (Hyderabad), Middle East (UAE), and Europe (Zurich) Regions. Customers can now use these new Regions to leverage Amazon SES to send emails and, if needed, to help manage data sovereignty requirements.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: EUM GovCloud : AWS End User Messaging now supports Service Quotas

Today, AWS End User Messaging announces support for Service Quota. This integrations provides customers with improved visibility and control over their SMS, voice, and WhatsApp service quotas, streamlining the quota management process and reducing the need for manual intervention.

With Service Quotas, customers can now view and manage their End User Messaging quota limits directly through the AWS Service Quotas console. This integration enables automated limit increase approvals for eligible requests, improving response times and reducing the number of support tickets. Customers will also benefit from visibility into quota usage for all on-boarded quotas via Amazon CloudWatch usage metrics, allowing for better resource planning and management.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Lex : Amazon Lex improves conversational accuracy with LLM-Assisted NLU

Amazon Lex now offers a Large Language Model (LLMs) assisted Natural Language Understanding (NLU) to improve intent classification and slot resolution capabilities for English and Spanish locales. This feature allows you to leverage Large Language Models (LLMs) to enhance accuracy when the standard NLU encounters challenges, helping you deliver more natural, resilient conversational experiences, while maintaining complete control over your bot's responses, defined intents, and slots. For example: interpreting complex or lengthy utterances, maintaining accuracy despite spelling errors, extracting slots from verbose inputs, delivering better results with minimal training data and does not require any changes to permissions or integration settings.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : Amazon Connect launches profile explorer for unified customer views

Amazon Connect Customer Profiles now offers profile explorer, a new capability that enables organizations to access a unified, customized view of Amazon Connect Customer Profiles. This intuitive interface enables organizations to better understand and engage with their customers across all touchpoints, enhancing the existing Amazon Connect Customer Profiles service by providing real-time user access to customer information, interaction history and AI-powered insights.

With profile explorer, users can search and find end customers using multiple identifiers simultaneously, such as email, phone number, or booking references, with real time results. Customer service teams can customize their views to highlight the most relevant information for their specific needs, including demographic data, communication history, behavioral patterns, and segment membership. Profile explorer also provides AI-generated customer summaries that highlight key patterns and deliver personalized behavioral insights, helping organizations make data-driven decisions to improve customer experiences and drive loyalty.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Wickr GovCloud : AWS Wickr announces a Preview experience for files

AWS Wickr announces the launch of Wickr File Previews. This new feature empowers organizations to protect sensitive files and lower the risk of data loss, by allowing network administrators to configure a “view-only” mode in the Security Groups section of the AWS Management Console for Wickr. Users within these security groups will be restricted to only viewing the supported files, and will be unable to download them.

AWS Wickr is a security-first messaging and collaboration service with features designed to help keep your communications secure, private, and compliant. AWS Wickr protects one-to-one and group messaging, voice and video calling, file sharing, screen sharing, and location sharing with end-to-end encryption. Customers have full administrative control over data, which includes addressing information governance polices, configuring ephemeral messaging options, and deleting credentials for lost or stolen devices. You can log internal and external conversations in an AWS Wickr network to a private data store that you manage for data retention and auditing purposes.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Lex : Amazon Lex extends custom vocabulary feature to additional languages

Amazon Lex now extends custom vocabulary support to multiple languages, including Chinese, Japanese, Korean, Portuguese, Catalan, French, German, and Spanish locales. This enhancement enables you to improve speech recognition accuracy for domain-specific terminology, proper nouns, and rare words across a wider range of languages, creating more natural and accurate conversational experiences. With custom vocabulary, you can provide Amazon Lex with specific phrases that should be recognized during audio conversations, even when the spoken audio might be ambiguous. For example, you can ensure technical terms like "Cognito" or industry-specific vocabulary like "solvency" are correctly transcribed during bot interactions, providing consistent speech recognition capabilities that work both for intent recognition and improving slot value elicitation.

🚀 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.

Customer Engagement What's New

July 03, 2025
SES : Guide to IP and domain warming and migrating to Amazon SES
In this post, we show you how to successfully warm up IP addresses and domains when migrating to Amazon SES.

June 30, 2025
Polly : Zearn boosts math accessibility with Amazon Polly’s AI-powered text-to-speech
Read this post to learn how Zearn improved students' learning experience with Amazon Polly, a scalable, high-quality text-to-speech (TTS) solution from AWS that offers human-sounding voices, Spanish-language support, and seamless API integration.

June 27, 2025
Wickr : Secure collaboration and file sharing with AWS Wickr
This post highlights how AWS Wickr can help you protect sensitive data and securely share files as part of a balanced approach to security and compliance.

June 24, 2025
Connect : The future of customer service is here: From contact centers to experience hubs
Discover how Amazon Connect transforms traditional contact centers into AI-powered experience hubs that reduce costs, increase efficiency, and deliver personalized customer experiences at scale. In 2017, we launched Amazon Connect to solve the challenges we conquered in Amazon’s own customer service operations. Our mission: deliver simple, cost-effective technology that creates exceptional customer experiences at any […]

June 18, 2025
SES : Enhance email authentication and deliverability with Amazon SES and Valimail
As email continues to be a critical communication channel for businesses, ensuring proper authentication and maintaining high deliverability rates are increasingly difficult challenges. This post explores how Amazon Simple Email Service (SES) and Valimail work together to provide a robust solution for email authentication and deliverability, with a focus on meeting Microsoft’s new sender requirements. […]

June 17, 2025
Polly : From local servers to global impact: How Learning Upgrade uses AWS to reach millions of learners in need
Learning Upgrade worked with AWS to modernize its platform and ultimately migrated fully to the cloud. This strategic shift empowered Learning Upgrade to scale globally, respond faster to new opportunities, and better serve learners in dynamic, resource-constrained environments. Read this post to learn more.

June 11, 2025
Wickr GovCloud : New AWS WickrGov offerings to enable secure, compliant communication on multiple devices
Today, Amazon Web Services (AWS) is announcing two new AWS WickrGov offerings designed to help customers rapidly deploy secure communications capabilities across their organizations.

June 11, 2025
EUM : Monitoring AWS End User Messaging SMS Registrations with Lambda
Managing AWS End User Messaging SMS registrations can be challenging, especially when dealing with multiple registrations in various states and countries. This post introduces an automated monitoring solution that helps you stay on top of your registration statuses. By leveraging AWS Lambda, EventBridge, and Simple Email Service (SES), you’ll create a system that provides regular […]

June 09, 2025
Connect : Your unified view of travelers and guests from Amazon Connect Customer Profiles
Historically, travel and hospitality companies relied on loyalty programs to do exactly that—build loyalty. However, a McKinsey & Company report shows that loyalty is in decline. The same study from McKinsey advises that travel and hospitality companies can win loyalty by “offering distinctive, satisfying experiences” through more personalized engagement. The key to delighting customers and […]

June 05, 2025
SES : Use AI agents and the Model Context Protocol with Amazon SES
We’ve released the SESv2 MCP Server sample on GitHub and invite current and prospective customers to experiment with it in non-production environments. This post provides example use cases demonstrating how the SESv2 MCP Server can be used with AI tools like the Amazon Q CLI to get information about an Amazon SES account, set up configurations, and send test emails - all without needing deep expertise in email or Amazon SES.

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.

Amazon Contact Center Blogs

August 11-13, 2025 | 9:00AM – 12:00PM CT | 7:00AM – 10:00AM PT | 10:00AM – 1:00PM ET | In Person @ Chicago, IL
AWS at CCW Executive Exchange
Join us for AWS at CCW Executive Exchange. For more details, click the event link.

September 15-16, 2025 | 8:00AM – 5:00PM PT | 11:00AM – 8:00PM ET | In Person @ Scottsdale, AZ
AWS at CX Innovation Summit
Join us for AWS at CX Innovation Summit. For more details, click the event link.

September 23-24, 2025 | 8:00AM – 5:00PM ET | 5:00AM – 2:00PM PT | In Person @ Jersey City, NJ
AWS at CX Retail USA Exchange
Join us for AWS at CX Retail USA Exchange. For more details, click the event link.

September 24-26, 2025 | 8:00AM – 5:00PM CT | 6:00AM – 3:00PM PT | 9:00AM – 6:00PM ET | In Person @ Chicago, IL
AWS at CCW Executive Exchange Healthcare
Join us for AWS at CCW Executive Exchange Healthcare. For more details, click the event link.

October 14-15, 2025 | 8:00AM – 11:00AM ET | 5:00AM – 8:00AM PT | In Person @ Miami, FL
AWS at CX BFSI Exchange East
Join us for AWS at CX BFSI Exchange East. For more details, click the event link.

October 28-29, 2025 | 8:00AM – 5:00PM ET | 5:00AM – 2:00PM PT | In Person @ Ft Lauderdale, FL
AWS at CX Healthcare Exchange East
Join us for AWS at CX Healthcare Exchange East. For more details, click the event link.

November 5-7, 2025 | 8:00AM – 5:00PM PT | 11:00AM – 8:00PM ET | In Person @ Scottdale, AZ
AWS at CCW Executive Exchange
Join us for AWS at CCW Executive Exchange. For more details, click the event link.

Here's a list of all Upcoming Amazon Connect Events

Amazon Connect - Multi-channel Outbound Campaigns (200 Level, 2 Hour Duration)
In this series of labs, we’ll build a modern and robust cloud-based contact center for outbound engagement, using Amazon Connect. Outbound Campaigns with voice calls is a workshop designed for contact center administrators, marketing managers, customer engagement managers, and administrators. This hands-on workshop leverages Amazon Connect Outbound Campaigns to provide participants with practical experience in proactively reaching out to customers through outbound voice calls, as well as managing and executing outbound call campaigns. Contact center administrators responsible for managing and configuring contact center operations will benefit from this workshop by gaining hands-on experience with Amazon Connect contact flow capabilities, including intelligent call handling and routing. Marketing managers involved in developing and executing marketing campaigns will find value in this workshop as it demonstrates how to leverage Amazon Connect Outbound Campaign management features to engage with customers through voice calls.

Amazon Connect Workshops

June 09, 2025: Amazon Connect External Voice Transfer Demo and Data Analytics

June 09, 2025: Amazon Connect External Voice Transfer Introduction

Please visit @AmazonConnectEnablement on YouTube

July 03, 2025
Enhanced flow designer UI editing features
Amazon Connect 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. For more information, see see Release notes .

June 30, 2025
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. For a description of the additional actions, see Amazon Connect updates to AWS managed policies .

June 30, 2025
Improved UI for No-code builder
The Amazon Connect UI builder, used to create Views that power Step-by-Step Guides, has an updated user interface. The improved UI is designed to reduce the complexity of building Views used in guided workflows. It makes the process of passing dynamic data onto Views and storing data entered on a view by a user more intuitive and consistent with Amazon Connect workflow orchestration. In addition, the UI builder contains a consistent look and feel with the rest of Amazon Connect by using Cloudscape Design System components. For more information, see No-code UI builder , especially the subtopic Configure dynamic fields .

June 30, 2025
Enhanced audio treatment for customers in queue
Amazon Connect enables you to run flow logic while maintaining continuous audio playback for customers in queue. This enhancement allows you to modify routing decisions without interrupting the customer's listening experience. For more information, see How the Loop prompts interrupt option works .

June 30, 2025
Added chat metrics, and new fields to the Contacts record in the Amazon Connect analytics data lake
For a list of new metrics, see Release notes .

June 30, 2025
Ingest agent activities from third-party applications to evaluate agent performance
You can integrate agent activities from third-party applications as Amazon Connect tasks. Managers can then evaluate these activities alongside work completed in Amazon Connect. This provides managers with a unified application for quality management. For more information, see Ingest agent activities from third-party applications to evaluate agent performance .

June 30, 2025
Use customizable work labels for agent scheduling
You can use customizable work labels for agent scheduling. Customizable work labels make it easier for you to identify the type of work an agent is scheduled for. You can create work activities with custom labels and assign them to agent schedules by day of the week. For more information, see Release notes .

June 30, 2025
Create instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)
You can maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. For more information, see Release notes .

June 30, 2025
Segment creation from imported files in Customer Profiles
Amazon Connect Customer Profiles enables you to create customer segments from imported CSV files. This feature allows you to upload predefined customer lists and use them for targeted engagement strategies. For more information, see Create segments from imported files .

June 09, 2025
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with additional Amazon Connect Customer Profiles permissions. For a description of the additional actions, see Amazon Connect updates to AWS managed policies .

June 04, 2025
External voice transfer available in five more Regions
Amazon Connect external voice transfer is now available in additional Regions. For more information, see External voice transfer on the Availability of Amazon Connect features by Region topic

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 .

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.