We are pleased to announce the launch of Solution Guidance for AI-Enhanced Amazon Connect Customer Experience—a comprehensive solution that accelerates customer adoption and migration to Amazon Connect by leveraging its advanced agentic AI capabilities. This solution guidance provides customers with a streamlined path to deploy Connect, experiment with its AI capabilities, and rapidly deliver business value. This solution enables organizations to deliver exceptional 24/7 omnichannel customer support while significantly improving operational efficiency.

The solution includes:

1. Amazon Q in Connect integration for intelligent, conversational AI-powered customer self-service
2. Seamless omnichannel support across chat, voice, video, and screen sharing
3. Real-time AI agent assistance to empower service representatives with contextual information
4. Complete deployment guide and sample code available on GitHub for easy implementation
5. Architecture diagrams and technical documentation for customization to specific business needs

Key Benefits:

1. Enhanced Customer Self-Service: Deploy intelligent, conversational support that resolves inquiries without agent intervention using natural language understanding and your knowledge base.
2. Streamlined Support Escalation: Enable seamless transitions from AI to human agents while maintaining full context across all channels
3. Optimized Support Resources: Automate routine inquiries, reduce wait times, and allow agents to focus on high-value, complex interactions
4. Improved Operational Efficiency: Reduce response times, increase first-contact resolution rates, and lower operational costs
5. Unlimited AI Pricing Simplicity: Optimize every step of the customer journey without cost-driven compromises through unlimited use of AI capabilities that power end-customer self-service, agent assistance, and supervisor experiences
6. Continuous Improvement: Capture complete interaction history to enhance both AI and human-assisted support over time

Want to learn more?

• Visit the AWS Solutions Library to access the complete Solution Guidance
• View the Implementation Guide for step-by-step guidance for launching this service.
• Go to GitHub Sample Code

Amazon Connect now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.

With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.

🚀 Launch Announcement: Lex GovCloud : Amazon Lex extends wait & continue feature in 10 new languages

Amazon Lex now supports wait & continue functionality in 10 new languages, enabling more natural conversational experiences in Chinese, Japanese, Korean, Cantonese, Spanish, French, Italian, Portuguese, Catalan, and German. This feature allows deterministic voice and chat bots to pause while customers gather additional information, then seamlessly resume when ready. For example, when asked for payment details, customers can say "hold on a second" to retrieve their credit card, and the bot will wait before continuing.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now supports multi skill agent scheduling

Amazon Connect now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times.

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

Amazon Simple Email Service (Amazon SES) is now available in the Asia Pacific (Malaysia), Canada West (Calgary) Regions. Customers can now use these new Regions to leverage Amazon SES to send emails and, if needed, to help manage data sovereignty requirements.

🚀 Launch Announcement: Connect : Amazon Connect launches monitoring of contacts queued for callback

Amazon Connect now provides you with the ability to monitor which contacts are queued for callback. This feature enables you to search for contacts queued for callback and view additional details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. You can now pro-actively route contacts to agents that are at risk of exceeding the callback timelines communicated to customers. Businesses can also identify customers that have already successfully connected with agents, and clear them from the callback queue to remove duplicative work.

🚀 Launch Announcement: Connect GovCloud : Amazon Connect now offers persistent agent connections for faster call handling

Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent’s user profile to maintain a persistent connection after a conversation ends, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.

🚀 Launch Announcement: Connect : Amazon Connect now provides conversational analytics for voice and chat bots

Amazon Connect now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.

With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.

🚀 Launch Announcement: Connect : Amazon Connect outbound campaigns supports ring time configuration for unanswered calls

Amazon Connect outbound campaigns now offers campaign managers the ability to configure how long voice calls should ring—between a range of 15 and 60 seconds—before marking a call as “no answer” and moving to the next contact. Each contact also records when ringing began and ended for precise reporting and traceability.

When ring duration is static, businesses struggle to balance calling efficiency and customer reach. Calls that ring too briefly may miss customers who take longer to answer, while excessive ring times delay overall campaign pacing. This lack of control leads to inconsistent contact rates and reduced agent productivity.

With configurable ring time, campaign managers can tune dialing behavior to their audience for each campaign, use analytics to see exactly how long each call rang, and understand where connections were missed. This visibility helps identify patterns, refine calling strategies, and continuously improve campaign effectiveness.

🚀 Launch Announcement: Connect : Amazon Connect now provides metrics on completion of agent performance evaluations by managers

Amazon Connect now provides metrics that measure completion of agent performance evaluations, improving manager productivity and evaluation consistency. Businesses can monitor if the required number of evaluations for their agents have been completed, ensuring compliance with internal policies (e.g., complete 5 evaluations per agent per month), regulatory requirements, and labor union agreements. Additionally, businesses can analyze evaluation scoring patterns across different managers, to identify opportunities to improve evaluation consistency and accuracy. These insights are available in real-time through analytics dashboards in the Connect UI, and APIs.

🚀 Launch Announcement: Connect : Amazon Connect Cases adds conditional field visibility and dependent options

Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.

🚀 Launch Announcement: EUM GovCloud : AWS End User Messaging SMS launches Carrier Lookup

Starting today, AWS End User Messaging customers can now lookup carrier information related to a phone number including the country, number type, dialing code, and mobile network and carrier codes. With Carrier Lookup, you can increase deliverability by checking important information about a phone number before you start sending messages, avoiding sending messages to the wrong destination, or to incorrect phone numbers.

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 supports configuration of email address aliases

Amazon Connect now lets you configure aliases for email addresses, so customers see trusted identities when sending or receiving messages, helping maintain a consistent brand experience and simplify email management. For example, when forwarding a customer-facing address such as support@company.com to an address in Amazon Connect, you can configure an alias to ensure customers continue to see support@company.com as the sender.

Customer Engagement What's New

November 21, 2025
Connect : Automate case synchronization between Amazon Connect and Salesforce
Amazon Connect customers often integrate with Salesforce to simplify the agent experience with a unified customer view. While each service excels in its domain, when cases created in Amazon Connect aren’t synchronized back to Salesforce and vice versa, agents lose visibility into the complete customer journey. This leads to duplicated efforts and inconsistent service delivery. […]

November 20, 2025
Connect : Implementing multi-skill forecasting and scheduling in Amazon Connect
Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

November 20, 2025
Connect : Always on, always assuring: Unlocking continuous CX quality with cloud-based monitoring
Introduction: The evolving landscape of customer experience Whether booking a flight, checking a bank balance, or chatting with a retail brand’s support bot, today’s customers expect every interaction to be fast, error-free, and available on demand, without hiccups. Even a single delay, defect, or outage can send them away in search of a competitor who […]

November 19, 2025
Connect : How Blink by Amazon streamlined contact center reporting using AWS Glue Zero ETL
Organizations have long faced challenges in managing large contact center workforces. One key issue is maintaining data consistency between Customer Relationship Management (CRM) systems and reporting tools. Contact center supervisors face multiple pain points. These include manual data extraction, time-consuming Extract, Transform, and Load (ETL) developing and maintaining processes, and the need for frequent updates […]

November 19, 2025
Connect : Using MCP with Amazon Connect to monitor operational readiness
Introduction Amazon Connect is an easy-to-use enterprise cloud contact center that empowers organizations to deliver exceptional customer experiences at scale. One of the key benefits of Amazon Connect is its native integration with Amazon CloudWatch, which provides powerful capabilities to analyze operational activities and receive alerts before issues impact customers – delivering insights at a […]

November 19, 2025
EUM : How to register for a US toll-free number with AWS End User Messaging
As businesses increasingly use SMS messaging to engage with customers at scale, having the right origination identity is crucial. Toll-free numbers (TFNs) are the quickest way to begin sending to the United States and offer a trusted, high-visibility option that can drive greater response and brand recognition. This post is for every company that wants to send to the US or internationally.

November 18, 2025
Connect : Enable agent to agent calling as a third-party (3P) application in Amazon Connect agent workspace
In collaborative contact center environments, the ability for agents to connect directly with each other can significantly improve productivity and streamline problem resolution. Whether it’s transferring contextual information, requesting supervisor assistance, or collaborating across teams, agent-to-agent calling plays a crucial role in enhancing internal communication. Amazon Connect provides the flexibility to build such features using […]

November 18, 2025
Connect : How tax agencies are modernizing contact centers with Amazon Connect and generative AI
This blog post explores how the Alabama Department of Revenue (ALDOR) and the Wisconsin Department of Revenue (Wisconsin DOR) are using AWS applications and services to modernize their contact centers to improve resilience, reduce costs, and scale support for the communities they serve.

November 11, 2025
Connect EUM : Securely implement enterprise-ready video calling in Amazon Connect
Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]

November 10, 2025
Connect : Automate case management workflows with Amazon Connect
Introduction Many contact centers today struggle with manual case management processes that delay resolution, increase operational costs, and risk cases falling through the cracks—especially in regulated industries like insurance, where strict SLAs and compliance requirements apply. Customers now expect timely updates, proactive communication, and seamless escalations across their service journey, but traditional tools often fail […]

November 05, 2025
Connect : Inside Amazon Connect: The evolution of a disruptor
Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers. In the Q3 2025 earnings report last week, Amazon announced a significant milestone: Amazon Connect achieved a […]

November 05, 2025
EUM : A guide to sending international SMS with US toll-free numbers and AWS End User Messaging
AWS End User Messaging now supports international SMS capabilities for US toll-free numbers (TFNs). This new feature allows businesses to use a single US TFN to send SMS messages to over 150 countries, simplifying global outreach. It primarily benefits customers who need to send one-way transactional alerts—like one-time passwords (OTPs) or shipping notifications—and businesses that […]

November 04, 2025
Wickr : How to secure communications beyond encryption with AWS Wickr
Read this post to learn about AWS Wickr, a messaging and collaboration service that protects messaging, calling, file sharing, screen sharing, and location sharing with 256-bit end-to-end encryption (E2EE). Wickr combines advanced security for sensitive communications, administrative controls for user and policy management, and data retention for auditing and regulatory needs.

November 03, 2025
Connect Lex : Simplifying banking self-service at NatWest using Amazon Connect and Amazon Lex
Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank faced a significant challenge in modernising their contact center operations from their existing legacy platform, in managing their Natural Language Call Steering (NLCS) engine, which needed to process […]

October 31, 2025
EUM : Best practices for building high-performance WhatsApp AI assistant using AWS
WhatsApp is one of the most widely used messaging platforms globally, making it an ideal channel for customer engagement. Whether you’re building a virtual assistant, a customer AI assistant, or an internal communication tool, developing a WhatsApp AI assistant presents unique design and operational challenges. In this post, we explore best practices for building a […]

October 27, 2025
Connect : AWS Weekly Roundup: AWS RTB Fabric, AWS Customer Carbon Footprint Tool, AWS Secret-West Region, and more (October 27, 2025)
This week started with challenges for many using services in the the North Virginia (us-east-1) Region. On Monday, we experienced a service disruption affecting DynamoDB and several other services due to a DNS configuration problem. The issue has been fully resolved, and you can read the full details in our official summary. As someone who […]

Amazon Contact Center Blogs

November 11, 2025: U.S. Bank streamlines customer experience using Amazon Connect | Amazon Web Services

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

Please visit @AmazonWebServices on YouTube

November 20, 2025: Extending Your Brand Experience to ChatGPT with Amazon Connect

November 09, 2025: The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More

Please visit @AmazonConnectEnablement on YouTube

November 21, 2025
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy
Added batch and import actions for Managed Synchronization. For more details on the changes, see Amazon Connect updates to AWS managed policies .

November 18, 2025
Added new action to AmazonConnectServiceLinkedRolePolicy
Updated the service-linked role managed policy with an action for Amazon Q in Connect. For more information, see Amazon Connect updates to AWS managed policies .

November 18, 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 .

October 27, 2025
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy
The Amazon Connect service-linked role (SLR) now includes AWS End User Messaging Social permissions that allow listing WhatsApp business accounts. Additionally, the SLR enables listing WhatsApp message templates and retrieving details about specific templates from business accounts that are tagged AmazonConnectEnabled : True . For a description of the additional actions, see Amazon Connect updates to AWS managed policies .

October 24, 2025
Configure thresholds for schedule adherence
You can configure 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. For more information, see Schedule Adherence for agent productivity .

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.