Mark your calendars for AWS re:Invent 2025 ! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences.

After a transformative year for AI, re:Invent 2025 is your opportunity to discover how organizations are reimagining customer experience and contact center operations. Through keynotes, breakout sessions, and hands-on learning, you’ll see how businesses are leveraging agentic AI to deliver exceptional customer experiences while driving operational efficiency.

Whether you’re new to innovations in AI-powered customer engagement or an experienced Amazon Connect user, we’ve curated an experience that spans from foundational best practices to cutting-edge innovations. You’ll gain insights into how organizations are transforming their customer experience strategies while optimizing costs and improving business outcomes.

To help you navigate the wealth of content at re:Invent 2025, we’ve created this comprehensive guide of must-attend sessions and networking opportunities focused on customer experience .

BIZ221 | Breakout Session | Agentic AI advancements in customer experience with Amazon Connect

Monday, Dec 1st | 10:00 AM – 11:00 AM PST (Reference the live catalog for the latest date/time information)

Amazon Connect transforms routine interactions into memorable moments by seamlessly embedding AI across every customer touchpoint – built from the ground up as a unified solution that’s been cloud and AI-native since day one. By driving seamless coordination between human and AI agents, it preserves context across every interaction to drive differentiated customer experiences. Join this session with Pasquale DeMaio, VP of Customer Experience, on how Amazon Connect is revolutionizing contact centers through agentic AI. Hear from your peers as they share their firsthand experience and best practices, illustrating the real-world impact and benefits of AI-powered customer service.

Speakers:

• Pasquale DeMaio , Vice President & General Manager, Amazon Connect, AWS

• Bamba Diouf , Principal Product Manager, Amazon Connect, AWS

• James Boswell , Vice President of Cloud, Centrica

• Darren Miles , Chief Technology Officer (CTO), Centrica

Join re:Invent sessions to discover how Amazon Connect elevates every customer interaction into a moment that matters. Learn to delight customers and drive lifetime value through AI-powered customer experience solutions.

Breakout Sessions:

• BIZ211 | So Energy streamlines customer service with AI-powered automation

• BIZ212 | Anthology boosts contact center efficiency with AI

• BIZ213 | Petco unlocks agentic AI-powered customer service with Amazon Connect

• BIZ214 | Traeger accelerates contact center agent productivity with agentic AI

• BIZ215 | Cochlear enhances contact center observability with Amazon Connect

• BIZ216 | Redefining service excellence: Canada Life's AI-powered contact center

• BIZ217 | Global tourism brand transforms customer service with Amazon Connect

• BIZ218 | UC San Diego Health modernizes patient engagement with Amazon Connect

• BIZ219 | Caesars personalizes guest service at scale with AI-powered Amazon Connect

• BIZ220 | Transforming contact centers in financial services with Amazon Connect

Chalk Talks:

• BIZ301 | Unlock contact center insights with Amazon Connect

• BIZ303 | Data-driven contact centers: Maximizing Amazon Connect analytics

• BIZ304 | Design multi-modal customer journeys with Amazon Connect

• BIZ305 | Enhance customer service efficiency with AI-powered email workflows

• BIZ307 | Maximize AI-powered customer outreach with Amazon Connect

• BIZ309 | Optimize back-office operations with gen AI-powered Amazon Connect

• BIZ312 | Personalize customer interactions with AI agents in Amazon Connect

• BIZ313 | Refine customer journeys with predictive routing in Amazon Connect

• BIZ314 | Scale your contact center with Amazon Connect global telephony

• BIZ317 | Automate customer experiences with Amazon Connect

• BIZ321 | Accelerate global contact center modernization with Amazon Connect

Workshops:

• BIZ302 | Create advanced self-service experiences with Amazon Connect

• BIZ308 | Modernize your contact center agent workspace with Amazon Connect

• BIZ310 | Optimize contact center staffing using AI-powered assistants

• BIZ311 | Optimize customer conversations in your IVR with Amazon Connect

• BIZ316 | Streamline Amazon Connect management with agentic AI-powered controls

• BIZ318 | Transform data into insights with AI- powered Amazon Connect

• BIZ320 | Unlock intelligent generative AI-powered email with Amazon Connect

Builder Sessions:

• BIZ403 | Optimize contact center deployment with change management strategies

• BIZ404 | Streamline secure customer authentication with Amazon Connect

Resources:

• Re:Invent 2025 Attendee guide: Customer experience with Amazon Connect

• Blog: AWS re:Invent 2025: Reimagining customer experience with Amazon Connect

• Re:Invent 2025 Catalog

Additionally, register to attend our customer experience reception on Tuesday, December 2nd at Giada at the Cromwell. Join Pasquale DeMaio, Vice President of Amazon Connect, for an evening where innovation meets creativity. Connect with AWS experts and fellow CX leaders while enjoying live entertainment, food and drinks, and demonstrations of customer experience innovation. Don’t miss this opportunity to be part of an evening focused on creating exceptional customer experiences.

This learning path instructs and builds expertise in utilizing comprehensive reporting and analytics capabilities in Amazon Connect. You will explore fundamental reporting tools and advanced Contact Lens analytics, enabling you to drive data-driven decision-making in contact center operations. You will gain hands-on knowledge in configuring reporting systems, implementing quality management frameworks, and creating optimization strategies. Upon completion, you will demonstrate proficiency in implementing, managing, and optimizing contact center analytics solutions.

This learning plan explores AI and machine learning in contact centers with a focus on Amazon Connect's AI-powered features and their practical applications. You'll examine AI-based operational procedures, monitoring systems, and resource management techniques that improve incident handling. The plan covers how AI technologies enhance agent performance through real-time analytics tools, Contact Lens for interaction analysis, and Amazon Q for intelligent assistance. Ethical considerations and responsible AI practices are addressed, including essential privacy protection measures.

All Amazon Connect Learning Paths:

• Amazon Connect Reporting & Analytics - Knowledge Badge Readiness Path

• Amazon Connect AI Fundamentals - Knowledge Badge Readiness Path

• Amazon Connect Fundamentals - Knowledge Badge Readiness Path

• Amazon Connect Communications Specialist Learning & Badge Plan

• Amazon Connect Developer Learning & Badge Plan

🚀 Launch Announcement: Connect : Amazon Connect now provides granular permissions for conversation recordings and transcripts

Amazon Connect now provides granular permissions to access conversation recordings and transcripts in the UI, giving administrators greater flexibility and security control. Contact center administrators can now separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. The system also provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. Administrators can also create sophisticated permission scenarios, providing access to redacted recordings of sensitive conversations while granting unredacted recording access for other conversations.

🚀 Launch Announcement: Connect : Amazon Connect now supports threaded views and includes conversation history in agent replies

Amazon Connect now includes the conversation history in agent replies and introduces threaded views of email exchanges, making it easier for both agents and customers to maintain context and continuity across interactions. This enhancement provides a more natural and familiar email experience for both agents and customers.

🚀 Launch Announcement: Connect : Amazon Connect outbound campaigns supports preview dialing for greater agent control

Amazon Connect outbound campaigns now offers a preview dialing mode that gives agents more context about a customer before placing a call. Agents can see key customer information—such as name, account balance, and prior interactions—and choose the right moment to call. Campaign managers can tailor preview settings and monitor performance through new dashboards that bring visibility to agent behavior, campaign outcomes, and customer engagement trends.

Without proper context, agents struggle to personalize interactions, leading to low customer engagement and poor experiences. Additionally, businesses can face steep regulatory penalties under laws such as the U.S. Telephone Consumer Protection Act (TCPA) or the UK Office of Communications (OFCOM) for delays in customer-agent connection.

With preview dialing, campaign managers can define review time limits and optionally enable contact removal from campaigns. During preview, agents see a countdown timer alongside customer data and can initiate calls at any moment. Analytics reveal performance patterns—such as average preview time or discard volume—giving managers data to optimize strategy and coach teams effectively. By reserving an agent prior to placing the call, companies can support compliance with regulations while bringing precision to outbound calling, improving both customer connection and operational control.

🚀 Launch Announcement: Connect : Amazon Connect now supports automated follow-up evaluations triggered by initial evaluation results

Amazon Connect can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. For example, when an initial customer service evaluation detects customer interest in a product, Amazon Connect can automatically trigger a follow-up evaluation focused on the agent's sales performance. This enables managers to maintain consistent evaluation standards across agent cohorts and over time, while capturing deeper insights on specific scenarios such as sales opportunities, escalations, and other critical interaction moments.

🚀 Launch Announcement: Connect : Amazon Connect now provides configurable thresholds for schedule adherence

Amazon Connect now provides configurable thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores. You can further customize these thresholds for individual teams. For example, teams that handle contacts with long handle times can be given more flexibility in when they start their breaks. This launch enables managers to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance, thus improving manager productivity and agent satisfaction.

🚀 Launch Announcement: Connect : Amazon Connect now supports copy and bulk edit of agent scheduling configuration

Amazon Connect now supports copy and bulk edit of agent scheduling configuration, making it easier to set up and maintain agent schedules. You can create new scheduling configurations by copying existing ones — for example, copy a weekday shift profile to create a weekend variant, or, copy scheduling configuration (time-zone, weekly working hours, days off, etc.) from an existing agent to multiple new hires. When bulk editing, you can select specific fields to update, such as update time-zone and start date for new hires without changing their weekly working hours. These updates reduce time spent by managers on configuration management, thus improving productivity and operational efficiency.

🚀 Launch Announcement: Connect : Amazon Connect now supports agent schedule adherence notifications

Amazon Connect now supports agent schedule adherence notifications, making it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.

🚀 Launch Announcement: Connect : Amazon Connect now enables you to customize service level calculations

Amazon Connect now enables you to customize service level calculations to your specific needs. Supervisors and managers 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 example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. Customization of service level calculation is available from the metric configuration section on the analytics dashboards.

With this feature supervisors and managers can now create a service level metric calculation that better aligns with their business operations. With a customized view of service level performance, operations managers can assess how effectively they have met their service standards.

🚀 Launch Announcement: Connect : Amazon Connect launches new case APIs to link related cases, add custom related items, and search across them

Amazon Connect now allows you to programmatically enrich case data by linking related cases, attaching custom related items, and searching across them, so agents have the full context they need to resolve issues faster. For example, an airline can link all customer cases tied to a single flight cancellation to coordinate rebookings and send proactive updates, while a retailer can attach order and shipment details to a refund request to deliver faster resolutions and keep customers informed.

🚀 Launch Announcement: EUM GovCloud : AWS End User Messaging now sends onboarding progress alerts via Slack, Email, or any other EventBridge destination

Starting today, AWS End User Messaging customers can be notified of updates to their SMS onboarding progress in Slack, Email, or any other Amazon EventBridge destination. Before this launch, tracking the status of your onboarding progress was difficult. Customers had to periodically check the status of a phone number registration in the console. Now with this launch, you can be immediately notified when phone number or sender ID registrations in your AWS account are created, submitted, denied or requires an update.

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

🚀 Launch Announcement: Connect : Amazon Connect now provides generative AI-powered email conversation overviews and suggested responses

Amazon Connect now provides agents with generative AI-powered email conversation overviews, suggested actions, and responses. This enables agents to handle emails more efficiently, and customers to receive faster, more consistent support. For example, when a customer emails about a refund request, Amazon Connect automatically provides key details about the customer's purchase history, recommends a refund resolution step-by-step guide, and generates an email response to help resolve the contact quickly.

To enable this feature, add the Amazon Q in Connect block to your flows before an email contact is assigned to your agent. You can customize the outputs of your email generative AI-powered assistant by adding knowledge bases and defining your prompts to guide the AI agent with generating responses that match your company's language, tone, and policies for consistent customer service.

🚀 Launch Announcement: Connect : Amazon Connect now provides agent time-off balance data in analytics data lake

Amazon Connect now provides agent time-off balance data in analytics data lake, making it easier for you to generate reports and insights from this data. With this launch, you can now access latest and historical agent time-off balances across different time-off categories (paid time-off, sick leave, leave of absence, etc.) in the analytics data lake. In addition to balances, you can also view a chronological list of all transactions that impacted the balance. For example, if an agent starts with 80 hours of paid time-off on January 1, submits a 20-hour request on January 3, and later cancels it, you can see each transaction's impact on the final 80-hour balance. This launch makes time-off management easier by eliminating the need for managers to manually reconcile balances and time-off transactions, thus improving manager productivity and making it easier for them to respond to agent inquiries.

🚀 Launch Announcement: Connect Lex GovCloud : Amazon Connect makes it easier to get customer input on outbound calls

Amazon Connect, the cloud-based contact center service from AWS, now supports Get Customer Input and Store Customer Input flow blocks for outbound voice whisper flows. The Get Customer Input flow block allows a prompt to be played to a customer on an outbound call after they answer the call but before they are connected with an agent, and the customer’s response can be collected through either DTMF input or via an Amazon Lex Bot.

This capability will allow you to capture interactive and dynamic customer input on outbound calls before these are connected to an agent. For example, you can use the Get Customer Input flow block to obtain customer consent for call recording as part of outbound calls placed by agents, and use it to trigger Amazon Connect Contact Lens recording and analytics.

The capability is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now supports agent screen recording for ChromeOS

Amazon Connect now provides screen recording for agents using ChromeOS devices making it easier for you to help improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task).

🚀 Launch Announcement: Connect GovCloud : Amazon Connect dashboards now support filtering and comparing metrics by any time range

Amazon Connect dashboards now supports selecting and comparing any time ranges enabling you to focus on specific, relevant data and perform in-depth analysis up to a maximum of 35 days in the last 3 months. Additionally, you can now select Week to Date and Month to Date time ranges. For example, if a new sales campaign launches at the start of the current week, a contact center manager can compare the current week's handle time or contact volume with the same time range last week using Week to Date, to decide if additional agents are required to handle the increasing contact volume and maintain service levels.

🚀 Launch Announcement: AWS Entity Resolution : AWS Clean Rooms supports incremental ID mapping with AWS Entity Resolution

AWS Clean Rooms now supports incremental processing of rule-based ID mapping workflows with AWS Entity Resolution. This helps you perform real-time data synchronization across collaborators’ datasets with the privacy-enhancing controls of AWS Clean Rooms. With this launch, you can populate ID mapping tables in a Clean Rooms collaboration with only the new, modified, or deleted records since the last analysis. Data collaborators can enable incremental processing for rule-based ID mapping workflows in AWS Entity Resolution, and then update an existing ID mapping table in a collaboration. For example, a measurement provider can maintain up-to-date offline purchase data in a collaboration with an advertiser and a publisher, enabling always-on measurement of campaign outcomes, reduced costs, and maintained privacy controls for all collaboration members.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now supports you to associate custom attributes with interaction segments

Amazon Connect now supports you to associate custom attributes with interaction segments, ensuring reporting and analytics always reflect the true customer journey. Attributes such as business unit name, account type, or contact reason can be centrally managed with predetermined values and applied to contact records through flows or the UpdateContact API . This approach preserves accurate business context throughout customer journeys, particularly during transfers and multi-party communications. For example, a customer engagement that originates in the Support business unit and transitions to Sales: each distinct interaction segment maintains its precise business unit name, creating an accurate and comprehensive record of the customer journey.

🚀 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.

Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers and users. Contact Lens provides conversational analytics that enable you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience.

🚀 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.

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

🚀 Launch Announcement: Connect : Amazon Connect 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.

Customer Engagement What's New

October 22, 2025
SES : Enhance email security using VPC endpoints with Amazon SES
In this post, we discuss and guide you in enhancing your email security by using VPC endpoints with Amazon SES to address critical security challenges faced by organizations sending sensitive communications. The solution demonstrates how to implement network-level controls through VPC endpoints, security groups, and IAM policies to restrict SMTP traffic to authorized networks while maintaining compliance with regulatory frameworks like HIPAA and GDPR.

October 21, 2025
Connect Lex : Preserve interaction context across channels with Amazon Connect and Amazon Lex
300Today’s customers like to interact with organizations through their preferred communication channels, such as voice calls, web chat, mobile apps, SMS or iMessage, and various social media platforms like Facebook and X. The channel of choice often depends on the customer’s current circumstances. For example, someone can initiate a voice call from the office and […]

October 21, 2025
EUM : Track OTP success with AWS End User Messaging SMS feedback
In this post, we show how to implement message feedback for SMS one-time passwords (OTPs) using AWS End User Messaging to track delivery and conversion rates effectively. This approach provides first-party data for more accurate insights into message delivery and usage patterns compared to relying solely on third-party carrier delivery receipts.

October 20, 2025
Connect : Next generation insurance claim processing: Real-time fraud detection with Amazon Connect and Amazon SageMaker AI
Insurance companies face increasing challenges with fraudulent claims, costing the industry billions annually. The Forbes Insurance Fraud Statistics 2025 estimates annual losses of $308.6 billion to insurance fraud in the U.S. Traditional fraud detection in insurance relies heavily on analyzing claims after they’re submitted. This approach leads to claims processing delays, increased operational costs, poor […]

October 17, 2025
Lex : Principal Financial Group accelerates build, test, and deployment of Amazon Lex V2 bots through automation
In the post Principal Financial Group increases Voice Virtual Assistant performance using Genesys, Amazon Lex, and Amazon QuickSight, we discussed the overall Principal Virtual Assistant solution using Genesys Cloud, Amazon Lex V2, multiple AWS services, and a custom reporting and analytics solution using Amazon QuickSight.

October 16, 2025
Connect : AWS re:Invent 2025: Reimagining customer experience with Amazon Connect
Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences. After a transformative year for AI, re:Invent 2025 is your opportunity to discover […]

October 14, 2025
Connect SES : Route emails to multiple Amazon Connect instances using SES Mail Manager
Global enterprises often design their customer service architecture using multiple Amazon Connect instances across regions – for example, using US region instances for US customers and EU region instances for EU customers. These organizations frequently need to route emails from a single domain to different regional Amazon Connect instances. This blog post demonstrates how Amazon […]

October 13, 2025
EUM : Integrate Amazon CloudWatch alarms with WhatsApp using AWS End User Messaging
In this post, we explore how to build a serverless alerting system that delivers Amazon CloudWatch alarms directly to WhatsApp using AWS End User Messaging Social. The solution addresses the limitations of traditional alerting mechanisms by using WhatsApp's universal accessibility, rich media support, and high engagement rates to ensure critical infrastructure alerts reach teams through a familiar communication platform they already use daily.

October 10, 2025
Connect : AI-powered virtual agents: Automating complex business processes
Organizations across industries struggle with labor-intensive verification and data collection processes that require manual follow-ups, phone calls, and email exchanges. These workflows consume time and resources, often taking days to complete verification tasks while generating high operational costs. Manual processes involve multiple touchpoints, repeated attempts to reach contacts, and documentation requirements that create operational bottlenecks […]

October 10, 2025
Connect SES : Set up custom domains in Amazon Connect hosted with M365 Exchange Online or Google Workspace
In this post, we demonstrate how to set up custom email domains in Amazon Connect when using Microsoft 365 Exchange Online or Google Workspace as your email server. The solution enables organizations to maintain their existing email infrastructure while leveraging Amazon Connect's email capabilities through Amazon SES integration, allowing customers to continue using familiar email addresses while providing enhanced customer service features.

October 08, 2025
Chime : Understanding Amazon Chime SDK costs in AWS Cost Explorer
Purpose Are you deploying communication solutions with Amazon Chime SDK but finding it challenging to track and optimize your spending? This blog is essential for developers, product managers, and finance teams who need clear visibility into their Amazon Chime SDK costs. Whether you’re building video conferencing applications, audio solutions, or messaging features, understanding how these […]

October 01, 2025
Connect : Customize retention policies for contact recordings in Amazon Connect
Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]

September 30, 2025
Connect : Automate agent onboarding with Amazon Connect using PingOne
The speed and accuracy of agent onboarding are critical to operational performance in modern contact centers. Given the ongoing workforce shifts driven by business demands, seasonality, and niche expertise, it’s imperative that organizations optimize these onboarding workflows. By automating processes such as provisioning and deprovisioning, businesses reduce operational errors, enhance data security, and significantly accelerate […]

September 29, 2025
Connect Lex : Streamline employee support with Amazon Connect and Microsoft Teams integration
Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]

September 25, 2025
Connect : Visualize and optimize your Amazon Connect costs with the Cost Insight Dashboard
Contact center leaders continually seek enhanced visibility into their Amazon Connect costs to make informed operational decisions. Today, we’re introducing the Amazon Connect Cost Insight Dashboard, a powerful solution that transforms your raw billing data into actionable insights. This purpose-built tool provides comprehensive cost analysis capabilities specifically designed for contact center optimization, enabling you to […]

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
: 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.

September 08, 2025
Amazon Personalize : The power of AI in driving personalized product discovery at Snoonu
In this post, we share how Snoonu, a leading ecommerce platform in the Middle East, transformed their product discovery experience using AI-powered personalization. In this post, we share how Snoonu, a leading ecommerce platform in the Middle East, transformed their product discovery experience using AI-powered personalization.

Amazon Contact Center Blogs

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

October 24, 2025: Commonwealth Financial Network modernizes customer service with Amazon Connect | Amazon Web Services

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

Please visit @AmazonWebServices on YouTube

October 22, 2025: The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce

October 09, 2025: The Amazon Connect Podcast - Ep 7 - Applied AI in Customer Experience

October 09, 2025: The Amazon Connect Podcast - Ep 6 - How to begin your journey to the cloud!

October 09, 2025: The Amazon Connect Podcast - Ep 4 - We're going outbound!!!

October 09, 2025: The Amazon Connect Podcast - Ep 5 - Let's take a good look at the Agent Workspace!

October 09, 2025: The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator

October 09, 2025: The Amazon Connect Podcast - Ep 9 - Partners! Do you need one? Yes, you do!

October 08, 2025: Amazon Q in Connect with email support Demo

October 08, 2025: Amazon Q in Connect with email support

September 26, 2025: Amazon Connect with Unlimited AI Demo

September 25, 2025: Understanding AI Guardrails for Amazon Q in Connect

September 25, 2025: Understanding AI Agents for Amazon Q in Connect

September 25, 2025: Understanding AI Prompts for Amazon Q in Connect

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

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

Please visit @AmazonConnectEnablement on YouTube

October 22, 2025
Granular permissions for conversation recordings and transcripts
You can use granular permissions to manage access to conversation recordings and transcripts in the Amazon Connect admin website. You can separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. Amazon Connect provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. For more information, see List of security profile permissions .

October 22, 2025
Preview dialing mode for outbound campaigns
Outbound campaigns support preview dialing, allowing agents to review customer information before placing calls. Campaign managers can configure review time limits and enable contact removal. New analytics dashboards provide visibility into agent behavior and campaign performance. For more information, see Outbound campaigns .

October 21, 2025
Set up agent schedule adherence notifications
You can set up agent schedule adherence notifications to make it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (using EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. For more information, see Set up schedule adherence notifications .

October 03, 2025
Search for related items across all cases within a domain
You can use the SearchAllRelatedItems API to search for related items across all cases within a domain. This is a global search operation that returns related items from multiple cases, unlike the case-specific SearchRelatedItems API.

October 02, 2025
Amazon Connect makes it easier to get customer input on outbound calls
Amazon Connect supports Get customer input and Store customer input flow blocks for outbound voice whisper flows. The Get customer input block allows a prompt to be played to a customer on an outbound call after they answer the call but before they are connected with an agent, and the customer’s response can be collected through either DTMF input or by using an Amazon Lex bot.

October 02, 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 . Also see the CreateSession API for updates to support this feature, updates to data types such as DataDetails , and new data types such as EmailGenerativeAnswerAIAgentConfiguration .

October 01, 2025
Agent time-off balance data in the Amazon Connect analytics data lake
Agent time-off balance data is available in the Amazon Connect analytics data lake, making it easier for you to generate reports and insights from this data. You access the latest and historical agent time-off balances across different time-off categories (paid time-off, sick leave, leave of absence, etc.) in the analytics data lake. You can also view a chronological list of all transactions that impacted the balance. For more information, see Staff timeoff balance changes .

October 01, 2025
Agent screen recording for ChromeOS devices
You can use screen recording for agents using ChromeOS devices. For more information, see Amazon Connect Client Application .

September 25, 2025
Added two APIs
Use these APIs for custom contact routing and manual contact assignment: AssociateContactWithUser and ListRoutingProfileManualAssignmentQueues .

September 23, 2025
Dashboards support filtering and comparing metrics by any time range
Amazon Connect dashboards support selecting and comparing any time ranges. This enables you to focus on specific, relevant data and perform in-depth analysis up to a maximum of 35 days in the last 3 months. Additionally, you can select Week to Date and Month to Date time ranges. For more information, see Dashboards in Amazon Connect for getting contact center performance data .

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 .

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.