Big news this month! We're thrilled to announce the launch of our brand new Amazon Connect Newsletter website . This dedicated site brings you all the Amazon Connect news, updates, and insights you love in a more accessible and shareable format, featuring enhanced navigation to browse current and past content, easy one-click sharing capabilities, social media optimization for LinkedIn and Twitter, and 24/7 access to your favorite Amazon Connect resources.

We built this website because we know many of you regularly share our newsletter content with colleagues, customers, and partners. Now it's easier than ever to reference specific articles in meetings, share relevant updates with your extended network, and access archived content for research and planning. The new site maintains the same high-quality content you've come to expect while making it more convenient to discover and share valuable Amazon Connect insights.

Ready to explore? Visit https://newsletter.connect.aws.dev/ to check out the new experience, and don't forget to share it with your Amazon Connect community. If you prefer receiving content via email, you can continue your subscription or sign up here .

This new website perfectly complements our monthly email newsletter, giving you the best of both worlds – timely delivery to your inbox plus a permanent, shareable home on the web for all things Amazon Connect.

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was recognized as a Leader for Amazon Connect, our AI-powered, cloud-native customer experience solution.

Amazon Connect is built on the same technology that powers Amazon.com’s own customer service operations, offering AI-driven capabilities across all customer touchpoints. Since its inception, Amazon Connect has been designed to be cloud-first and AI-native, providing organizations with enterprise-grade agility and scalability.

As a Leader for a third consecutive year, we believe this placement reflects our continuous innovation. By enabling AI throughout the customer journey, Amazon Connect helps businesses enhance their service delivery while optimizing operational costs through a flexible, pay-as-you-go pricing model. With Amazon Connect, organizations can quickly adapt their customer experience strategies, leveraging cutting-edge AI to drive differentiated brand value and customer loyalty. In our opinion, this recognition reinforces our belief that Amazon Connect is revolutionizing how businesses engage with their customers, setting new standards for efficient, personalized, and intelligent customer service.

Businesses have the opportunity to connect with their customers digitally now more than ever. Toyota Motor North America (TMNA) recognized this shift and set a strategic goal of providing its customers with resources and technical support across multiple touch points.

As part of its omnichannel strategy, TMNA modernized its customer call center, known as the Brand Engagement Center (BEC), using artificial intelligence (AI) on Amazon Web Services (AWS). By adopting Amazon Connect, an AI-powered contact center that lets businesses transform customer experiences at scale, TMNA is processing over 1 million calls annually while reducing call handling times by 20 percent.

🚀 Launch Announcement: Connect : Amazon Connect flow designer now supports analytics mode

Amazon Connect now offers new enhanced analytics in the drag-and-drop flow designer that help you make data-driven decisions when building and optimizing your flows. Amazon Connect flows allow you to create end-to-end self-service and automated customer experiences such as interactive voice response (IVR), step-by-step guides, and back office processes and tasks. With this launch, you can now view aggregate metrics on how customers move through each step in the flow including where they run into errors or abandon the experience. For example, you can see how many conversational AI interactions result in transfers to agent queues or when customers end up in the wrong queue because an error in the flow configuration. These new capabilities help you identify behavioral patterns and evaluate root causes, allowing you to deliver better outcomes for customers.

🚀 Launch Announcement: Connect : Amazon Connect Contact Lens now provides sensitive data redaction in 7 additional languages

Amazon Connect Contact Lens now provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). Automatic redaction of sensitive data redaction helps you protect your customer's privacy by removing personally identifiable information (PII), financial account numbers and PINs, and Internet access details (URLs, usernames, passwords) from conversation transcripts and audio files. You can choose to redact selected or all sensitive data entities, and whether they are replaced with a generic placeholder (e.g., [PII]) or an entity-specific placeholder (e.g., [NAME]) to indicate the type of information redacted.

🚀 Launch Announcement: Connect Lex GovCloud : Amazon Lex provides enhanced confirmation and currency built-in slots to 10 additional languages

Amazon Lex now provides support for confirmation and currency slot types in 10 additional languages: Portuguese, Catalan, French, Italian, German, Spanish, Mandarin, Cantonese, Japanese, and Korean. Built-in slots help you build more natural and efficient conversations by understanding synonyms of what you user says and resolving those inputs to a standard format. The confirmation slot helps understand various expressions of user acknowledgement and converts them into ‘Yes’, ‘No’, “Don’t know’‘, or ‘Maybe’. The currency slot helps identify currency and represents the input in a structured way. For example, when a user says “nope” or “absolutely not”, the confirmation slot resolves to ‘No’ or when the user says “1 dollar’, the currency slot resolves it to ”USD 1.00“. These built-in slots help you build more natural and efficient conversational experiences.

🚀 Launch Announcement: EUM GovCloud : AWS End User Messaging now supports CloudFormation for SMS

Today, AWS End User Messaging SMS announces support for AWS CloudFormation, enabling customers to deploy and manage SMS resources using AWS CloudFormation templates. Using AWS CloudFormation, customers can standardize how they setup and manage their SMS resources along side their other AWS resources in the development environment simplifying deployments and delivery pipelines. SMS resources supported via CloudFormation include phone numbers, sender IDs, configuration sets, protection configurations, opt-out lists, resource policies, and phone pools.

🚀 Launch Announcement: Connect : Amazon Connect launches the ability to search contacts using agent hierarchy filters

Amazon Connect now provides you with agent hierarchy filters on the contact search page in the Amazon Connect UI. This launch enables contact center leaders to drill-down into their hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. This also enables centralized teams within contact centers, such as quality management and regulatory compliance, to efficiently locate and review contacts handled by specific teams or departments, streamlining their workflow for performance evaluation and compliance auditing.

🚀 Launch Announcement: Connect Lex : Amazon Lex provides generative AI based enhanced natural language understanding in eight new languages

Amazon Lex now allows you to leverage large language models (LLMs) to improve the natural language understanding of your deterministic conversational AI bots in eight new languages: Chinese, Japanese, Korean, Portuguese, Catalan, French, Italian, and German. With this capability, your voice- and chat-bots can better handle complex utterances, maintain accuracy despite spelling errors, and extract key information from verbose inputs to fulfill the customer’s request. For example, a customer could say ‘Hi I want to book a flight for my wife, my two kids and myself’, and the LLM will properly identify to book flight tickets for four people.

🚀 Launch Announcement: Connect : Amazon Connect Cases now supports date range filters in the case list view

Amazon Connect Cases now supports filtering by date ranges in the case list view, enabling contact center managers and agents to efficiently manage their case workloads. For example, users can filter cases created in the last 30 days for monthly reporting, view cases modified in the last 24 hours to monitor recent activity, or surface cases with potential SLA breaches in the next 2 days to help prevent violations.

🚀 Launch Announcement: Connect : Amazon Q in Connect now supports selecting LLMs directly in Connect Web UI

Amazon Q in Connect, a generative AI-powered assistant for customer service, now enables contact center administrators to select different Large Language Models (LLMs) directly through the Amazon Connect web UI, providing a seamless AI Agent configuration experience. This no-code approach allows administrators to choose between LLM model families when building AI Agents to optimize for different business requirements. For example, you can select Amazon Nova Pro for faster response times, Anthropic Claude Sonnet for complex reasoning tasks, or switch between model families to optimize for different customer interaction types.

🚀 Launch Announcement: Connect : Amazon Connect adds detailed disconnect reasons for improved call troubleshooting

Amazon Connect now offers expanded disconnect reasons to help you better understand why outbound calls failed to connect in your contact center. These enhanced reasons are based on standard telecom error codes that provide deeper call insights and enable faster troubleshooting, reducing the need to create support tickets to understand failure reasons. You'll benefit from improved reporting capabilities with granular disconnection data and real-time visibility through Contact Trace Records, allowing you to monitor call disconnection patterns more effectively.

🚀 Launch Announcement: EUM GovCloud : AWS End User Messaging now supports international sending for US toll-free numbers

Today, AWS End User Messaging announces support for international sending for US toll-free numbers. International sending support allows customers to send SMS messages to 150+ country destinations including Canada using their US toll-free numbers. With this this launch, customers can leverage a single phone number to send to many supported country destinations globally simplifying their account and resource setup.

🚀 Launch Announcement: Connect : Amazon Connect now offers generative text-to-speech voices

Amazon Connect now offers new generative text-to-speech voices enabling you to deliver natural, human-like, and expressive conversations with your customers. With this launch, you now have access to 20 different generative-enhanced voices across languages such as English, French, Spanish, German, and Italian. These voices can be used to deliver text-to-speech experiences like welcome messages, policy information, or even power your dynamic conversational AI experiences. These capabilities can be configured directly in the drag-and-drop flow designer using the “Set Voice” flow block or through public APIs.

🚀 Launch Announcement: Polly : Amazon Polly launches more synthetic generative voices

Today, we are excited to announce the general availability of seven highly expressive Amazon Polly Generative voices in English, French, Polish and Dutch. Amazon Polly is a fully-managed service that turns text into lifelike speech, enabling developers and builders to speechify their applications for conversational AI or for speech content creation.

We are excited to share that Amazon Polly today launches one new male-sounding generative voice: Canadian French - Liam together with six new female-sounding generative voices: US English - Salli, Belgian French - Isabelle, French - Celine, Canadian French - Gabrielle, Polish - Ola, and Polish - Ewa. This launch expands the number of voices available on Polly's Generative TTS engine to twenty-seven diverse voices.

🚀 Launch Announcement: Connect : Amazon Connect Contact Lens now supports external voice in five additional AWS Regions

Amazon Connect Contact Lens now supports external voice in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions. Amazon Connect integrates with other voice systems for real-time and post-call analytics to help improve customer experience and agent performance with your existing voice system.

🚀 Launch Announcement: Connect : Amazon Connect now supports multi-user web, in-app and video calling

Amazon Connect now supports multi-user web, in-app and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. Contact center agents can dynamically add participants during a live call or multiple participants can join a scheduled session with the same agent. Participants can engage in audio, video, and screen sharing for a fully collaborative experience.

This capability helps organizations support scenarios such as joint financial planning between spouses, partners and advisors, family medical consultations, or conversations that involve legal representatives, translators, or subject matter experts. With this capability, you can enable a rich, inclusive interaction across stakeholders in a single session, reducing friction and improving the quality of support for complex engagements.

🚀 Launch Announcement: Connect : Amazon Connect now supports recurring activities in agent schedules

Amazon Connect now supports recurring activities in agent schedules, making it easier for you to add repeating events in a few clicks. With this launch, you can now schedule activities such as daily stand-up at 8 a.m. or team meeting every Monday at 9 a.m. as a series that automatically gets added to agent schedules. You can schedule these as individual recurring series for each agent or a shared recurring series across multiple agents. This launch eliminates the need for manually creating each occurrence as a separate activity and ensures timely addition of activities to agent schedules, thus improving manager productivity and ensuring agent schedules are up to date.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now provides out-of-the box embedding of Tasks and Emails into your websites and applications

You can now easily deliver task and email based customer experiences on your websites and applications using the new contact form option in the Amazon Connect communication widget. For example, you can add the communication widget to your website and give customers the ability to submit callback requests outside business hours or send emails through webforms.

Supervisors and managers can configure customer-facing forms using the drag and drop editor and generate code snippets for seamless website integration. This expanded capability gives customers more flexible engagement options while enabling you to manage all engagements through existing Amazon Connect workflows.

🚀 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.

Customer Engagement What's New

September 23, 2025
EUM : Enhance event experiences with a generative AI-powered WhatsApp assistant using AWS End User Messaging
In this post, we share how the AWS Communication Developer Services (CDS) team integrated an AWS End User Messaging Social WhatsApp channel with Amazon Bedrock to launch the AWS Summit Assistant Bot at the AWS Dubai Summit 2025, enhancing the experience of attendees in real-world applications.

September 11, 2025
Connect : Unified customer story: Unlock a single source of truth for customer issues with Amazon Connect Cases and Tasks
Imagine a scenario where a customer calls an organization about a billing issue. A contact center agent resolves it, but three days later, the same customer emails about a related problem. A different agent picks up the email, has no context about the previous call, and asks the customer to explain everything again. Meanwhile, a […]

September 11, 2025
EUM : How to build resilient SMS delivery with AWS End User Messaging
In this post, we explore strategies for building resilient SMS architectures using AWS End User Messaging, discussing how to architect your SMS communications at the originator, account, and Regional levels to support high availability and seamless failover.

September 10, 2025
Connect : AWS recognized as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) with Amazon Connect
Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was recognized as a Leader for Amazon Connect, our AI-powered, cloud-native customer experience solution. Amazon Connect is built on the same technology that powers […]

September 09, 2025
Connect : How the City of Atlanta transformed its Department of Customer Service with Amazon Connect
The City of Atlanta worked with AWS and AWS Partners to modernize its contact center using Amazon Connect. By moving away from a patchwork on-premises system and toward a unified, cloud-based platform, the city improved its service delivery, increased scalability, and built a more resilient foundation. Read this post to learn more.

September 08, 2025
Connect : Modernizing the citizen experience with Amazon Connect: AI-powered interactions to build trust and drive mission outcomes
Government agencies struggle to modernize citizen experiences while optimizing resources, reducing costs, and enhancing security. Siloed systems, untenable volumes, reduced staff, and manual workflows create an urgent need to modernize the citizen experience and drive efficiencies by using generative AI, agentic AI, automation, and analytics—while paying only for what you use. Amazon Connect—the AWS AI-powered, comprehensive contact center as a service (CCaaS) application—transforms government contact centers of all sizes into modern, efficient, and secure service delivery hubs providing enhanced experiences. Read this post to learn more.

August 28, 2025
Connect : Elevate your Amazon Connect skills with specialty training badges
The contact center space is rapidly evolving, making it difficult for companies and people to stay up to date on the latest capabilities and best practices. Since launching in 2017, Amazon Connect has evolved as well with over 700 major feature releases, largely driven by customer input. The expanded features of Amazon Connect deliver the […]

August 27, 2025
Connect : Resolve customer issues via two-way SMS (text messaging) in Amazon Connect
Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]

August 20, 2025
EUM : A Complete Guide to Resource Sharing for AWS End User Messaging
Introduction Do you need to send SMS across multiple AWS accounts? Or have you ever wanted to use the same specific 10DLC phone number or branded Sender ID across those accounts? Perhaps your development team needs to test an application in a sandbox account using a production-ready number, or you’re migrating a workload to a […]

August 19, 2025
Connect : Elevate your contact center workforce management using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features (2025 Q2)
Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available at the right time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity […]

August 18, 2025
Connect : Enhance customer engagement with Amazon Connect multi-user in-app, web, and video calling
Amazon Connect multi-user in-app, web, and video calling capabilities enables multiple customers and agents to seamlessly participate in the same communication session. During an ongoing call initiated from a web browser or mobile application, participants can dynamically add more attendees, enhance the interaction with video capabilities, and share their screens. This solution transforms traditionally complex multi-user conversations into streamlined, collaborative experiences that drive better customer outcomes.

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 […]

Amazon Contact Center Blogs

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 | 9:00AM PT | 12:00PM 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

September 16, 2025: How do I fix 403 errors when accessing Contact Lens recordings in Amazon Connect?

Please visit @AmazonWebServices on YouTube

September 04, 2025: Configure Recurring Activities in Amazon Connect Agent Schedules

September 01, 2025: Building Custom Chat Metrics Dashboards in Amazon Connect

August 12, 2025: Amazon Lex: Assisted NLU

Please visit @AmazonConnectEnablement on YouTube

September 22, 2025
Customize service level calculations
You can customize service level calculations to your specific needs by selecting if callbacks, abandons, or transfers are included in service level calculations. You can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation. For more information, see Create custom calculations of service level metrics .

September 22, 2025
Amazon Connect Contact Lens sensitive data redaction in 7 additional languages
French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). For more information, see AI features .

September 22, 2025
Generative AI-powered email conversation overviews and suggested responses
Amazon Connect provides agents with generative AI-powered email conversation overviews, suggested actions, and responses. This enables agents to handle emails more efficiently, so customers receive faster, more consistent support. For more information, see Use generative AI-powered email conversation overviews and suggested responses .

September 16, 2025
Flow designer analytics mode
You can use analytics in the drag-and-drop flows designer. This enables you to make data-driven decisions when optimizing your flows. You can view aggregate traffic through each completed and in-progress step in the flow, allowing you to identify behavioral patterns of your customers or pinpoint where errors are being encountered. For more information, see Monitor flow performance with metrics in flow designer analytics mode .

September 09, 2025
New callback metrics
For a list of new metrics, see September 2025 Updates .

September 09, 2025
Use contact segment attributes
For scenarios where information for a contact varies between transfers or conferences, such as business unit names that may change as a contact moves between departments, you use contact segment attributes. This enables you to centrally manage the information with predetermined values. For more information, see Contacts, contact chains, and contact attributes and Use contact segment attributes .

September 08, 2025
New detailed disconnect reasons for improved call troubleshooting
Amazon Connect offers expanded disconnect reasons to help you better understand why outbound calls failed to connect in your contact center. These enhanced reasons are based on standard telecom error codes that provide deeper call insights and enable faster troubleshooting. For more information, see DisconnectReason under ContactTraceRecord .

September 04, 2025
Use agent hierarchy filters to search for contacts
You can search for contacts by using agent hierarchy filters on the Contact search page in the Amazon Connect admin website You can drill-down into your hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. For more information see Search for completed and in-progress contacts in Amazon Connect .

September 02, 2025
Manual work item assignment for agents
Agents can manually prioritize the next important task, email, or chat in a queue. Supervisors and managers can enable manual assignment by updating agent configuration in routing and security profiles. For more information, see Access the Worklist app in the Amazon Connect agent workspace .

August 25, 2025
Contact Lens with external voice expanded to additional AWS Regions
Contact Lens with external voice is now supported in Asia Pacific (Tokyo), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). For more information, see Integrate Amazon Connect Contact Lens with external voice systems and Contact Lens availability by Region .

August 22, 2025
Updated requirements for ordering and porting phone numbers in Chile
Updated the identification requirements for ordering and porting phone numbers in Chile. For more information, see Region requirements for ordering and porting phone numbers in Amazon Connect .

August 18, 2025
Multi-user web, in-app, and video calling
Amazon Connect supports multi-user web, in-app, and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. For more information, see the Enable multi-user in-app, web, and video calling .

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 15, 2025
Recurring activities in agent schedules
Amazon Connect supports recurring activities in agent schedules, allowing you to add repeating events such as daily stand-ups or weekly team meetings as automatic series in agent schedules. For more information, see Forecasting, capacity planning, and scheduling in Amazon Connect .

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.

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.