“You know, I never thought my life’s work would be working on contact centers,” Pasquale DeMaio said, “but it turns out to be one of the most interesting things I could have ever worked on.”

The vice-president of Amazon Connect at AWS was reflecting on a career journey that has not only focused on transforming the way organizations approach customer service, but helping them determine the most balanced approach to using artificial intelligence.

DeMaio has been overseeing the growth of Amazon Connect, the company’s cloud-based contact center platform, for the past eight years and as a result as seen it grow to thousands of users. This includes brands such as State Farm, Traeger Grills and Air Canada, which have deployed the technology to improve resolution times, customer satisfaction and more.

Earlier this year, the company announced a new generation of Amazon Connect whereby AWS embedded first-party AI it said would be activated in just a few clicks. The AI features span everything from customer self-service and agent assistance to conversational analytics.

That said, DeMaio said many Amazon customers are taking a measured approach to AI, with a heavy emphasis on keeping humans in the loop to avoid unexpected problems.

“You can have some pretty up and down experiences with hallucinations and stuff like that,” DeMaio told 360 Magazine. “I see very few large customers who are like, ‘We’re just gonna throw everything over to LLMs and hope for the best.”

[...]

What began as a security-driven project to combat phishing has evolved into a broader transformation that reinforces Capitec’s belief in growth through trust. The rollout of in-app calling through Amazon Connect has already delivered a 30% reduction in call handling times and significantly fewer dropped calls.

The introduction of in-app calling now reassures clients that they are speaking with legitimate Capitec representatives, reducing the risk of phishing fraud.

“Amazon Connect began as a solution to improve security, but it quickly became a catalyst for reimagining how we engage with our clients,” said Andrew Baker, CTO at Capitec. “By eliminating authentication friction and introducing features like zero-airtime calls, we’ve made it easier for more people to access the financial help they need, especially those in underserved communities. The zero-airtime feature allows Capitec Clients to make support calls through the app without using their mobile data.”

The zero-airtime innovation means that Capitec now covers the full cost of all in-app calls for every client, ensuring that no conversation is left incomplete due to affordability. This has had a particularly powerful impact on Capitec’s ability to serve clients who have historically been excluded from traditional banking support systems.

In addition to improved reliability and accessibility, Amazon Connect has helped drive greater call center efficiency, enabling Capitec to redirect internal capacity from managing technical issues to strengthening personalized financial services, amplifying its human-led approach to client care.

New features on the horizon, powered by Amazon Connect, include contextual calling. This enables clients to make a call from a specific screen in the app directly to an agent who can see what the client is doing in the app and assist them with this specific feature. This removes the need for the client to try and explain what screen they are having issues with or what they are trying to do.

“This initiative is about more than just operational improvements,” added Baker. “It’s about staying true to our purpose: empowering people to grow by providing tools and support that genuinely change their lives. It’s how we earn and keep their trust.”

With this latest advancement, Capitec continues to set the benchmark for inclusive, secure and trustworthy financial services.

Articles

• Hypertext

• Silicon Africa

We recently launched a joint partner offering with USAN to help customers modernize their communications strategy. Powered by AWS End User Messaging, Amazon Simple Email Service (SES), Amazon Connect, and Generative AI through Amazon Bedrock, this offering provides a comprehensive path from assessment to implementation. Customers receive tailored recommendations and benefit from a streamlined transformation of their communications infrastructure. This joint offering gives AWS account teams an effective way to engage customers looking to evolve siloed and legacy communications systems. It supports core business priorities, including enhancing customer experience, improving automation, and driving cost optimization. To get started, reach out to cds-partners@amazon.com .

We are excited to share, AWS CDS & Wickr Partner Sales Playbooks for Healthcare & Life Sciences (HCLS) and Media & Entertainment, Gaming & Sports (MEGS) , focusing on Amazon SES, AWS End User Messaging, and AWS Wickr adoption. These comprehensive guides provide industry-specific insights, customer use cases, and sales enablement tools. Partners can leverage these resources to enhance customer engagement and drive revenue growth in these key sectors.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : Amazon Connect Outbound Campaigns now supports multi-profile campaigns and enhanced phone number retry sequencing

Amazon Connect Outbound Campaigns now supports account-based campaigns, allowing you to reach multiple people associated with the same account. For example, when calling about a joint bank account, if the first person is unavailable, the system automatically tries to reach other authorized members of the account. You can also define a prioritized contact sequence across multiple phone numbers, for example, mobile first, then home, then work. If the first number is unreachable, Connect will automatically try the next number in the sequence.

Previously, campaigns targeted one profile and retried a single phone number. With these updates, you can target multiple profiles within the same campaign, enabling outreach to all associated contacts in an account. You can also configure fallback phone numbers within each profile, automatically moving to the next preferred phone number if the first attempt is unsuccessful. Together, these capabilities help you create more flexible and effective engagement workflows that improve right-party contact rates and simplify campaign management.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: SES GovCloud : Amazon SES introduces tenant isolation with automated reputation policies

Today, Amazon Simple Email Service (SES) announces the ability to provision isolated tenants within a single SES account and apply automated reputation policies to manage email sending. With this enhancement, customers can create multiple tenants in their SES account, each with dedicated configuration sets, identities, and templates. This new feature helps customers detect and isolate deliverability issues within isolated email streams, preserving sender reputation and helping improve inbox placement with mailbox providers.

When customers specify a tenant while sending an email, SES now provides tenant-level metrics including messages sent, bounce rates, and complaint rates in real-time. If reputation issues are detected, SES can automatically pause the affected tenant to protect other email streams. Customers can control this automation with three reputation policy options: Standard (recommended) which pauses sending for high-impact findings, Strict which pauses for any reputation finding, or None for manual monitoring. SES publishes notifications to Amazon EventBridge when tenant status changes occur or new reputation findings are detected, enabling integration with existing monitoring workflows.

🚀 Launch Announcement: Chime : Amazon Chime SDK now provides Internet Protocol Version 6 (IPv6) API endpoints

Amazon Chime SDK now offers customers the option to use Internet Protocol version 6 (IPv6) addresses. Customers can use IPv6 to address new dual-stack API endpoints to invoke Amazon Chime SDK APIs.

The new dual-stack endpoints support both IPv4 and IPv6 clients, helping you transition from IPv4 to IPv6-based systems and applications at your own pace. This approach can help you work toward IPv6 compliance requirements while reducing the need for additional networking equipment to handle address translation between IPv4 and IPv6.

🚀 Launch Announcement: EUM GovCloud : Amazon SNS launches additional message filtering operators

Amazon Simple Notification Service (Amazon SNS) now supports three additional message filtering operators: wildcard matching, anything-but wildcard matching, and anything-but prefix matching.

Amazon SNS is a fully managed pub/sub service that provides one-to-many message delivery to various endpoints, including AWS Lambda, Amazon SQS, Amazon Data Firehose, SMS via AWS End User Messaging, push notifications, and email. With this launch, topic subscribers can use these additional operators to define more flexible message filtering policies, ensuring they receive only relevant messages. This reduces the need for additional filtering logic in subscriber applications.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect GovCloud : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: Connect : 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.

🚀 Launch Announcement: EUM : Amazon SNS now supports sending SMS in the Mexico (Central) Region

Customers that use Amazon Simple Notification Service (Amazon SNS) in the Mexico (Central) Region can now send text messages (SMS) to subscribers in more than 200 countries and territories.

With this launch, customers using SNS in the Mexico (Central) Region can send SMS messages via AWS End User Messaging. Amazon SNS is a fully managed pub/sub messaging service that enables message delivery to multiple endpoints including AWS Lambda, Amazon SQS, Amazon Data Firehose, mobile devices, and email.

🚀 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.

Customer Engagement What's New

August 14, 2025
Connect : Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application
Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]

August 06, 2025
SES : Improve email deliverability with tenant management in Amazon SES
In this post, you will learn about the newly released tenant management feature that helps customers manage individual tenant onboardings and manage their reputations in isolation. This feature helps organizations create and manage up to 10,000 isolated tenants within a single AWS account (which can be increased 300,000 on explicit request), each with independent configurations and reputation metrics. You will discover how these capabilities maintain email deliverability through automated tenant-level controls, real-time monitoring, and customizable sending policies.

August 05, 2025
SES : Streamlining outbound emails with Amazon SES Mail Manager
In this post, we explore how Mail Manager can modernize your approach to outbound email management. We'll dive into the various options available for controlling email flows and archiving all outgoing emails.

August 04, 2025
Connect : How Empower scaled contact center quality assurance with Amazon Connect and Amazon Bedrock
By Marcos Ortiz (AWS), Ryan Baham (Empower), Illan Geller (Accenture), Ozlem Celik-Tinmaz (Accenture) , and Prabhu Akula (Accenture) Introduction Empower is a leading financial services company serving over 18 million Americans with $1.8 trillion in assets under administration. They take approximately 10 million customer calls annually through their care centers. To maintain service excellence at […]

August 04, 2025
Connect : AWS Weekly Roundup: Amazon DocumentDB, AWS Lambda, Amazon EC2, and more (August 4, 2025)
This week brings an array of innovations spanning from generative AI capabilities to enhancements of foundational services. Whether you’re building AI-powered applications, managing databases, or optimizing your cloud infrastructure, these updates help build more advanced, robust, and flexible applications. Last week’s launches Here are the launches that got my attention this week: Amazon DocumentDB – […]

August 01, 2025
Connect : Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents
In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]

July 29, 2025
SES : AT&T email-to-text service migration: AWS solution implementation
AT&T's discontinuation of email-to-text and text-to-email services in Q2 2025 affects approximately 23,000 business customers who process over 1.2 billion messages annually. This blog post presents an AWS-based solution that maintains service continuity using Amazon SES, Lambda, S3, DynamoDB, and AWS End User Messaging.

July 22, 2025
Connect : Insights and learnings from Amazon Q in Connect web crawler integration
Human agents are critical components of any contact center, and it is essential for organizations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI […]

July 16, 2025
Connect : Enabling customers to deliver production-ready AI agents at scale
Today, I’m excited to share how we’re bringing this vision to life with new capabilities that address the fundamental aspects of building and deploying agents at scale. These innovations will help you move beyond experiments to production-ready agent systems that can be trusted with your most critical business processes.

July 16, 2025
Connect : Six key considerations for procuring cloud-based contact center solutions in the public sector
The shift to cloud-based Contact Center as a Service (CCaaS) solutions offers significant opportunities for public sector organizations to transform their operations, reduce costs, and improve citizen services. Amazon Web Services (AWS) provides innovative cloud technologies like Amazon Connect that can help organizations achieve these goals. However, traditional procurement approaches may not be well-suited for acquiring these modern cloud technologies. To help organizations navigate this transition, we've identified six key considerations when procuring a CCaaS solution like Amazon Connect.

July 11, 2025
EUM : Creando experiencias de cliente con IA mediante un hub de comunicaciones moderno
Los clientes de hoy esperan que las organizaciones satisfagan proactivamente sus necesidades con contenido personalizado, entregado en el momento, lugar y forma de su elecci\xf3n. Buscan interacciones din\xe1micas y conscientes del contexto con conversaciones sofisticadas a través de todos los canales de comunicaci\xf3n. Esta creciente demanda ejerce presi\xf3n sobre las organizaciones para transformar sus flujos […]

July 07, 2025
Connect : AWS Weekly Roundup: Amazon Bedrock API keys, EC2 C8gn instances, Amazon Nova Canvas virtual try-on, and more (July 7, 2025)
Every Monday we tell you about the best releases and blogs that caught our attention last week. This week I’m making an exception to include a release from today: Amazon Bedrock API keys. This new feature simplifies generative AI development by providing direct API authentication without needing to manually configure IAM principals and policies. Amazon […]

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.

Amazon Contact Center Blogs

August 20, 2025 | 10:00AM PT | 1:00PM ET | Virtual
The ultimate guide to AI-powered customer experience transformation (Webinar)
Join us for The ultimate guide to AI-powered customer experience transformation (Webinar). For more details, click the event link.

August 27, 2025 | 10:00AM PT | 1:00PM ET | Virtual
Building stronger relationships through strategic customer communications (Webinar)
Join us for Building stronger relationships through strategic customer communications (Webinar). For more details, click the event link.

September 10, 2025 | 10:00AM PT | 1:00PM ET | Virtual
Maximizing your CX investment: Prove value with AI & data (Webinar)
Join us for Maximizing your CX investment: Prove value with AI & data (Webinar). 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 17, 2025 | 10:00AM PT | 1:00PM ET | Virtual
The ultimate guide to AI-powered customer experience transformation (Webinar)
Join us for The ultimate guide to AI-powered customer experience transformation (Webinar). 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.

September 24, 2025 | 10:00AM PT | 1:00PM ET | Virtual
Building stronger relationships through strategic customer communications (Webinar)
Join us for Building stronger relationships through strategic customer communications (Webinar). 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

July 31, 2025: How do I resolve a "Session expired" error when using Amazon Connect?

July 30, 2025: Amazon Connect-powered SMB communications as a service | Amazon Web Services

July 25, 2025: How do I resolve 403 errors when I access Amazon Connect Contact Lens recordings or transcripts?

Please visit @AmazonWebServices on YouTube

August 12, 2025: Amazon Lex: Assisted NLU

Please visit @AmazonConnectEnablement on YouTube

August 15, 2025
Amazon Connect communications widget supports task and email forms for websites and applications
Amazon Connect provides out-of-the-box embedding of tasks and emails into websites and applications using the contact form option in the communications widget. Supervisors can configure customer-facing forms using the drag and drop editor and generate code snippets for website integration. For more information, see Add the Connect widget to your website to accept chat, task, email, and web calling contacts .

August 11, 2025
Amazon Connect Outbound Campaigns supports multi-profile campaigns and enhanced phone number retry sequencing
Amazon Connect Outbound Campaigns supports account-based campaigns and enhanced phone number retry sequencing. You can target multiple profiles within the same campaign and define prioritized contact sequences across multiple phone numbers. For more information, see Outbound Campaigns .

August 08, 2025
Amazon Connect launches GetContactMetrics API for real-time position in queue
You can retrieve real-time queue position data through the GetContactMetrics API. For more information, see the GetContactMetrics API documentation.

July 31, 2025
Removed Upcoming changes topic
The changes listed in the topic have been launched.

July 31, 2025
Enhancements to audio treatment while customers wait in queue
You can configure flows to execute logic such as routing priority changes while continuing to play audio to customers waiting in queue. For more information, see the Loop prompts block.

July 31, 2025
Added topic on troubleshooting Amazon Q in Connect self-service issues
For more information, see Troubleshoot Amazon Q in Connect self-service issues .

July 25, 2025
Enhanced third-party application support in agent workspace
Amazon Connect allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. This enhancement enables agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction. For more information, see Third-party applications in agent workspace .

July 25, 2025
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. Also, added support for profile UploadJobs on all amazon-connect-* resources, and not just “upload-jobs” resources. For a description of the additional actions, see Amazon Connect updates to AWS managed policies .

July 24, 2025
Apply Automatic fail to a section or entire evaluation form
You can configure an evaluation form so answering 0 to a specific question assigns a score of 0 to the section, the subsection, or the entire evaluation form. Previously this option assigned a score of 0 to the entire form. For more information, see Step 5: Assign scores and ranges to answers .

July 24, 2025
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 July 24, 2025, for new and existing connectors. For more information, see Set up Amazon Connect external voice transfer to an on-premise voice system .

July 23, 2025
Forecast editing UI
You 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, and then preview and apply changes within the forecasting UI. For more information, see Edit a forecast .

July 22, 2025
New disconnect reason
Added CUSTOMER_NEVER_ARRIVED as a new DisconnectReason to the contact record. For more information, see ContactTraceRecord .

July 15, 2025
AmazonConnectServiceLinkedRolePolicy – Added actions for Amazon Polly
Updated the service-linked role managed policy with Amazon Polly permissions. For a description of the additional actions, see Amazon Connect updates to AWS managed policies .

July 14, 2025
Analytics dashboard in agent workspace
Amazon Connect now provides agents with an out-of-box analytics dashboard in the agent workspace. The dashboard displays individual performance metrics and queue status information to help agents make data-driven decisions. For more information, see Performance dashboard in the agent workspace . A new widget, Agent status drill down , has been added to the Queue and agent performance dashboard. For more information, see Agent status drill down . A new metric, Agents on contact , is now available. For more information, see Agents on contact .

July 07, 2025
Parallel AWS Lambda execution in flows
You can set up the parallel execution of AWS Lambda functions in flows, enabling faster and more seamless customer experiences. You can integrate with third-party or homegrown systems such as CRMs by using Lambda to automate tasks like reading or updating customer records. You can now execute multiple Lambda functions concurrently or continue progressing the flow and run additional actions while a Lambda runs. For more information, see Flow block in Amazon Connect: AWS Lambda function .

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 .

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.