Amazon Connect is leading the agentic era with a number of exciting innovations announced at AWS re:Invent 2025. Read about it in our About Amazon post . We announced 30 new capabilities for Amazon Connect that transform customer experience through AI agents that take action, enhanced AI-human collaboration, real-time predictive insights, and comprehensive interaction observability.

New Amazon Connect Product Overview Video on YouTube

Transform Your Customer Experience with Amazon Connect | Amazon Web Services

AWS re:Invent 2025 Session Recordings on YouTube

Marquee Sessions

• Agentic AI advancements in customer experience with Amazon Connect (BIZ221)
• The agent-enabled workplace: Transforming businesses with AI (INV203)
• Keynote with Dr. Swami Sivasubramanian - The Future of Agentic AI is Here with Colleen Aubrey
• Keynote with CEO Matt Garman - Agents and Transforming Customer Service

Breakouts

• Petco unlocks agentic AI-powered customer service with Amazon Connect (BIZ213)
• Personalize customer experiences at scale with AI-powered Amazon Connect (BIZ219)
• Traeger accelerates contact center agent productivity with agentic AI (BIZ214)
• Cochlear enhances contact center observability with Amazon Connect (BIZ215)
• So Energy streamlines customer service with AI-powered automation (BIZ211)
• Transforming contact centers in financial services with Amazon Connect (BIZ220)
• Global tourism brand transforms customer service with Amazon Connect (BIZ217)
• Enhance Contact Center AI With Salesforce and AWS (DAT207)
• Anthology boosts contact center efficiency with AI (BIZ212)
• Redefining service excellence: Canada Life’s AI-powered contact center (BIZ216)
• UC San Diego Health modernizes patient engagement with Amazon Connect (BIZ218)

ReInvent Amazon Connect Launches by Theme

Theme: Action with AI

• Amazon Connect agentic voice
• Speech-to-text (STT) and text-to-speech (TTS) model selection support
• Model Context Protocol (MCP) support
• Bring Your Own Bedrock Knowledge Base with Multiple Knowledge Base Support
• Appointment management AI agent for health systems
• Message streaming
• Amazon Nova 2 Sonic for real-time conversational AI
• Automated email responses using conditional keywords and phrases
• In-flight data redaction and message processing

Theme: Elevate your workforce

• Business UIs - customizable persona-based workspaces, Connect Guides powering workspace, and dynamic flow attributes
• Custom visual themes
• Amazon Connect agentic assistance
• AI-powered case summaries
• Easier case association using flows
• Agent-initiated workflows
• Real-time AI agent assistance and contact summarization capabilities for Salesforce Contact Center with Amazon Connect
• Multi-skill scheduling
• Multiple choice and date questions in evaluation forms

Theme: Transform data to relationships

• AI-powered predictive insights (preview)
• Journeys
• Outbound campaigns WhatsApp
• Customer Profiles segmentation capabilities (Beta)

Theme: Accelerate outcomes

• Performance evaluations of self-service interactions
• AI agent metrics
• Native testing and simulation capabilities
• New criteria to automatically select relevant contacts for performance evaluation
• Granular access controls for performance evaluations
• Custom metrics
• AI agent analytics and monitoring capabilities
• Additional details within real-time metric alerts

We are excited to announce that we've just launched the Amazon Connect re:Invent 2025 Features Course covering many of the features announced at re:Invent 2025! Spread the word! This is a fantastic opportunity for partners, customers, and your teams to accelerate their Amazon Connect journey.

What you will learn:

• Multi-skill forecasting and scheduling for specialized agent skills
• Workspace configuration and customization for different business units
• Data tables setup and management for operational configurations
• Business user interface creation and deployment
• Latest agent workspace features and capabilities

🚀 Launch Announcement: Connect : Amazon Connect launches additional details within real-time metric alerts

Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge.

🚀 Launch Announcement: AWS Entity Resolution : AWS Clean Rooms publishes events for member invitations and table readiness to EventBridge

AWS Clean Rooms now publishes events to Amazon EventBridge for new member invitations and table readiness, delivering real-time insights and increasing transparency to collaboration members. Invited members to a collaboration now receive an EventBridge notification when invited to a Clean Rooms collaboration, making it easier for members to review new invitations and join collaborations. Collaboration members are also notified when AWS Entity Resolution resources are associated to a collaboration, such as ID mapping tables and ID namespaces, enabling you to automatically start analysis that uses related records across collaborators’ datasets. For example, when a publisher invites an advertiser to a collaboration, the publisher can automatically run their media planning analyses as soon as the advertiser has created their ID mapping table in the collaboration, reducing time-to-action from hours to minutes and increasing transparency between collaboration members.

🚀 Launch Announcement: Connect : Amazon Connect now supports multiple choice and date questions in evaluation forms

Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved.

🚀 Launch Announcement: SES GovCloud : Amazon SES adds VPC support for API endpoints

Today, Amazon Simple Email Service (SES) added support for accessing SES API endpoints through Virtual Private Cloud (VPC) endpoints. Customers use VPC endpoints to enable access to SES APIs for sending emails and managing their SES resource configuration. This release helps customers increase security in their VPCs.

Previously, customers who ran their workloads in a VPC could access SES APIs by configuring an internet gateway resource in their VPC. This enabled traffic from the VPC to flow into the internet, and reach SES public API endpoints. Now, customers can use the VPC endpoints to access SES APIs without the need for an internet gateway, reducing the chances for activity in the VPC to be exposed to the internet..

🚀 Launch Announcement: SES : Amazon Q now can analyze SES email sending

Today, Amazon Q (Q) added support for analyzing email sending in Amazon Simple Email Service (SES). Now customers can ask Q questions about their SES resource setup and usage patterns, and Q will help them optimize their configuration and troubleshoot deliverability problems. This makes it easier to manage SES operational activities with less technical knowledge.

Previously, customers could use SES features such as Virtual Deliverability Manager to manage and explore their SES resource configuration and usage. SES provided convenient dashboard views and query tools to help customers find information, however customers needed deep understanding of email sending concepts to interact with the service. Now, customers can ask Q for help in optimizing resource configuration and troubleshooting deliverability challenges. Q will evaluate customer’s usage patterns and SES resource configuration, find the answers customers need, and help them understand the context without requiring pre-knowledge or manual exploration.

🚀 Launch Announcement: SES : SES Mail Manager is now available in 10 additional AWS Regions, 27 total

🚀 Launch Announcement: Connect : Amazon Connect Customer Profiles launches new segmentation capabilities (Beta)

Amazon Connect Customer Profiles now offers new segmentation capabilities powered by Spark SQL (Beta), enabling you to build sophisticated customer segments using your complete Customer Profiles data with AI assistance.

You can:

• Access complete profile data : Use both custom objects and standard objects for segmentation
• Leverage SQL capabilities : Join objects, filter with statistical functions like percentiles, and standardize date fields for complex analysis
• Build segments with AI assistance : Use natural language prompts with the Segment AI assistant to automatically generate segment definitions in Spark SQL, or write SQL directly
• Validate before deployment : Review AI-generated SQL, view natural language explanations, and get automatic segment estimates

🚀 Launch Announcement: Connect : Amazon Connect launches WhatsApp channel for Outbound Campaigns

Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns.

Previously, Outbound Campaigns supported SMS, email, and voice channels, while WhatsApp was available only for customers to initiate conversations with your agents. With WhatsApp support in Outbound Campaigns, you can now proactively reach customers through an additional messaging platform while maintaining a unified campaign management experience. You can personalize WhatsApp messages using real-time customer data, track delivery and engagement metrics, and manage communication frequency and timing to ensure compliance. This expansion provides greater flexibility to connect with customers on their preferred platforms while streamlining your omnichannel outreach strategy.

🚀 Launch Announcement: Connect : Announcing Amazon Nova 2 Sonic for real-time conversational AI

Today, Amazon announces the availability of Amazon Nova 2 Sonic, our speech-to-speech model for natural, real-time conversational AI that delivers industry leading quality and price for voice-based conversational AI. It offers best-in-class streaming speech understanding with robustness to background noise and users’ speaking styles, efficient dialog handling, and speech generation with expressive voices that can speak natively in multiple languages (Polyglot voices). It has superior reasoning, instruction following, and tool invocation accuracy over the previous model.

Nova 2 Sonic builds on the capabilities introduced in the original Nova Sonic model with new features including expanded language support (Portuguese and Hindi), polyglot voices that enable the model to speak different languages with native expressivity using the same voice, and turn-taking controllability to allow developers to set low, medium, or high pause sensitivity. The model also adds cross-modal interaction, allowing users to seamlessly switch between voice and text in the same session, asynchronous tool calling to support multi-step tasks without interrupting conversation flow, and a one-million token context window for sustained interactions.

Developers can integrate Nova Sonic 2 directly into real-time voice systems using Amazon Bedrock’s bidirectional streaming API. Nova Sonic 2 now also seamlessly integrates with Amazon Connect and other leading telephony providers, including Vonage, Twilio, and AudioCodes, as well as open source frameworks such as LiveKit and Pipecat.

🚀 Launch Announcement: Connect : Amazon Connect now provides native testing and simulation capabilities

Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issues

With this launch, you can run multiple tests simultaneously to validate scenarios and workflows at scale, reducing testing time. Companies can view test results and identify common failure patterns across all their tests in Connect's analytics dashboards. These capabilities enable you to rapidly validate changes to your workflows and confidently deploy new experiences to adapt to your ever-changing business needs.

🚀 Launch Announcement: Connect : Amazon Connect introduces new criteria to automatically select relevant contacts for performance evaluation

Amazon Connect provides managers with new criteria while setting up automated evaluations, making it easier to identify relevant contacts for evaluation, and providing additional insights to automatically populate evaluation forms. For example, managers can specify that inbound contacts with no connectivity issues, handled by agents in a specific department, should be automatically evaluated using a particular evaluation form. Additionally, managers can use new metrics criteria on agent call avoidance, contact handling efficiency, and audibility, to automatically fill the selected form.

🚀 Launch Announcement: Connect : Amazon Connect adds support for third-party speech-to-text and text-to-speech AI models for end-customer self-service

Amazon Connect now supports third-party speech providers for end-customer self-service, giving you greater flexibility in how you deliver voice experiences. You can integrate Deepgram for speech-to-text and ElevenLabs for text-to-speech directly within Amazon Connect, using them together with Amazon Connect's native speech capabilities, built-in orchestration, analytics, and compliance controls.

🚀 Launch Announcement: Connect : Amazon Connect enhances its agent assistance capabilities

Amazon Connect now provides customer service representatives with new AI agents that guide them through customer interactions by recommending actions, retrieving information, and executing tasks on their behalf. For example, an AI agent can guide a representative through processing a product return by automatically pulling order history, calculating refund amounts, and initiating the return process. These AI agents analyze conversation context and customer sentiment in real-time, actively completing tasks such as preparing documentation and handling routine processes. This enables representatives to focus on building customer relationships and handling complex situations while AI manages the background work, enhancing productivity and ensuring consistent outcomes. You can get started with out-of-the-box agents provided by Amazon Connect or easily customize AI agent behavior and actions to align with your business needs.

🚀 Launch Announcement: Connect : Amazon Connect now provides granular access controls for performance evaluations

Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant to their business line or function, improving security and making it easier for managers to select the right form while completing evaluations. Additionally, both managers and agents can be restricted from viewing certain completed evaluations. For example, you can restrict agents from viewing test evaluations filled with a form template that is yet to be finalized.

🚀 Launch Announcement: Connect : Amazon Connect now simplifies linking related contacts to cases using flows

Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to link a follow-up contact to an existing case, eliminating the need for custom logic or manual linking.

🚀 Launch Announcement: Connect : Amazon Connect Chat now supports agent-initiated workflows

Amazon Connect now supports agent-initiated workflows, enabling agents to send interactive forms to collect sensitive data or share general policies and disclosures within customer chat conversations, increasing efficiency and improving customer experience. For example, when a customer needs to update their address, agents can now send a form that customers complete without leaving the chat interface.

Agents can trigger these workflows at any point during a chat conversation, making interactions more dynamic and responsive to customer needs. By handling everything within the ongoing chat conversation, businesses can maintain security and compliance standards while helping customers get faster solutions.

🚀 Launch Announcement: Connect : Amazon Connect now supports creation of custom metrics for use in dashboards and APIs

Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs.

🚀 Launch Announcement: Connect : Amazon Connect introduces agentic self-service with more natural, expressive, and adaptive voice interactions

Amazon Connect is introducing agentic self-service capabilities that enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect enables you to blend deterministic and agentic experiences, allowing you to deploy these AI agents at scale, reliably and safely. With integration with advanced speech models from Amazon Nova Sonic, voice self-service experiences now deliver more natural and adaptive interactions. Connect's self-service voice AI agents understand not only what customers say but how they say it, adapting voice responses to match customer tone and sentiment while maintaining natural conversational pace across multiple languages and accents. For example, when a customer calls about an order issue, your AI agent can greet them by name, ask clarifying questions, look up their order status, and process a refund, with voice interactions that adapt to the customer's tone and respond expressively throughout the conversation. This enables your contact center to automate complex troubleshooting, account management, and consultative interactions while maintaining the ability to escalate to a live representative at any point.

🚀 Launch Announcement: Connect : Amazon Connect Chat now supports in-flight data redaction and message processing

Amazon Connect now supports message processing that intercepts and processes chat messages before they reach any participant. This new capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards while delivering personalized customer experiences.

The built-in sensitive data redaction can automatically detect and remove sensitive information like credit card numbers and social security numbers across multiple languages, including English, French, Portuguese, German, Italian, and Spanish variants. You can choose to redact selected or all sensitive data entities, with options to replace them with generic or entity-specific placeholders (e.g., [PII] or [NAME]). Businesses can also integrate custom processors for use cases such as language translation or profanity filtering, ensuring compliant and effective communications for their specific business needs.

🚀 Launch Announcement: Connect : Amazon Connect launches automated email responses using conditional keywords and phrases

Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent.

To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing.

🚀 Launch Announcement: Connect : Amazon Connect now supports AI agent assistance and summarization for Agentforce Service

Amazon Connect launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC) . It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions.

When human intervention is required, the seamless integration within SCC-AC connects customers to agents who have a unified view of customer data, issue context, and interaction history within Agentforce Service and Agentforce Sales. Agents receive real-time voice transcripts and contextual recommendations, while supervisors gain enhanced call monitoring capabilities directly in Salesforce. Upon resolution, automated post-contact summarization enables agents to easily update Salesforce cases, streamlining administrative tasks. Administrators can deploy and configure this integrated contact center solution in minutes, leveraging Amazon Connect's voice, digital channels, and intelligent routing capabilities.

🚀 Launch Announcement: Connect : Amazon Connect now supports multiple knowledge bases and integrates with your Amazon Bedrock Knowledge Bases

Amazon Connect now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a few clicks, with no additional setup or data duplication required. This allows you to leverage your current data sources and the Amazon Bedrock Knowledge Base connectors, including Adobe Experience Manager, Confluence, SharePoint, and OneDrive, giving you flexibility to use existing content repositories.

With support for multiple knowledge bases per AI agent, you can configure AI agents to query multiple sources in parallel for more comprehensive responses. For example, a financial services company can easily connect separate knowledge bases for compliance documentation, product information, and internal policies, enabling AI agents to provide complete guidance across all relevant content during customer interactions.

🚀 Launch Announcement: Connect : Amazon Connect now streams messages for AI-powered interactions

Amazon Connect now supports message streaming for AI-powered chat interactions. This new capability shows Connect AI agent responses as they're being generated, which reduces perceived wait times and improves the customer experience.

When using Amazon Connect AI agents, customers see status updates like "One moment while I review your account" during processing, and watch responses appear progressively. This experience gives customers confidence their request is actively being worked on while AI agents reason, invoke tools, and craft comprehensive solutions.

🚀 Launch Announcement: Connect : Amazon Connect launches Model Context Protocol (MCP) support

Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities that improve issue resolution. For example, an AI agent can automatically look up order status, process refunds, and update customer records during a self-service interaction without requiring human intervention.

With this launch, Amazon Connect provides out-of-the-box MCP tools for common tasks such as updating contact attributes and retrieving case information. You can also use flow modules as MCP tools to reuse the same business logic across both deterministic and generative AI workflows. Additionally, you can integrate custom tools or third-party services through flow modules or the Amazon Bedrock AgentCore Gateway.

🚀 Launch Announcement: Connect : Amazon Connect agent workspace now supports custom visual themes

Amazon Connect now allows you to customize the visual appearance of the agent workspace. You can apply a custom theme, including a logo, font, and color palette for light and dark modes, so the agent workspace aligns with the brand identity of your company or business unit.

Contact center agents spend hours each day in the Amazon Connect agent workspace, which provides them with all of the customer information, applications, and step-by-step guidance they need to deliver superior customer experiences. With today’s launch, organizations can change the default Amazon Connect theme to their own branded experience, creating a more familiar and intuitive experience for agents who use the agent workspace and other company applications. The agent workspace also has a new header bar where agents can easily access their settings, including their preference of light and dark mode, contributing to greater agent satisfaction and efficiency.

🚀 Launch Announcement: Connect : Amazon Connect now provides AI-powered case summaries

Amazon Connect now provides AI-powered case summaries that give agents complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single click, agents can generate a concise case summary even when the case spans multiple interactions, follow-up tasks, and teams, capturing key details such as issue background, actions taken, and next steps. Administrators can configure custom prompts and guardrails to ensure that summaries align with organizational style and preferences.

🚀 Launch Announcement: Connect : Amazon Connect Outbound Campaigns now supports multi-step, multi-channel customer engagement journey builder

Amazon Connect Outbound Campaigns now supports visual journey builder, a new feature that lets you create multi-step, multi-channel customer engagements directly in the Amazon Connect console. You can design end-to-end engagement experiences that combine voice, SMS, email, and WhatsApp interactions to reach customers proactively and reduce inbound contact volume.

Outbound Campaigns help you automate personalized communication flows based on customer behavior or time-based triggers. For example, you can send an appointment reminder by SMS, follow up with a voice call if the customer does not respond, and send a confirmation email once the appointment is booked. You can also configure steps in the journey builder that offer customers the option to connect with a live agent through Amazon Connect when additional support is needed. You can use existing Amazon Connect Flow integrations, AI capabilities, and customer data from Amazon Connect Customer Profiles to tailor each interaction. This helps contact centers improve engagement rates, reduce manual effort, and deliver more consistent customer experiences.

🚀 Launch Announcement: Connect : Amazon Connect now provides automated performance evaluations for self-service interactions

Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled manually or automatically using insights from conversational analytics, and other Connect data. For example, you can automatically assess if the AI agent repeatedly fails to understand the customer, resulting in poor customer sentiment and transfer to a human agent. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.

🚀 Launch Announcement: Connect : Amazon Connect launches AI-powered predictive insights (Preview)

Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect's existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and interaction history. These AI-powered insights are available for both self-service and agent interactions, enabling businesses to transform all customer touchpoints – from suggesting complementary products during service calls to providing smart product discovery through intelligent chat experiences by leveraging their existing customer data within Connect Customer Profiles. Businesses can also leverage these AI-powered insights to build their Connect AI agent for specialized for sales.

The five recommendation algorithms are as follows: "Recommended for You" provides tailored suggestions based on individual user interactions patterns with any catalog; "Similar Items" uses generative AI to suggest alternative products or services; "Frequently Paired Items" powers cross-selling by identifying complementary product or service combinations, "Popular Items" surfaces top-performing product recommendations, and "Trending Now" captures real-time customer interest for timely engagement.

🚀 Launch Announcement: Connect : Amazon Connect now provides improved analytics and monitoring for AI agents

Amazon Connect now provides analytics and monitoring capabilities for AI agents across self-service and agent assistance experiences. With this launch, you can measure and continuously improve AI agent performance and customer outcomes through easy to customize dashboards that provide key metrics like number of AI agent led interactions, hand-off rates, conversation turns, and average handle time. You can also compare AI agent performance across versions to identify optimal configurations and review insights to understand where AI agents are performing well and where improvements are needed. Additionally, with this launch, you can configure rules to trigger automated actions, such as sending alerts when self-service contacts are transferred to human agents with low sentiment scores. Amazon Connect also provides AI agent traces via APIs with detailed information such as request and response payloads and tool invocations, enabling you to easily understand AI agent actions and decision-making for faster troubleshooting.

🚀 Launch Announcement: Connect : Amazon Connect now enables business users to create custom UIs to adjust contact center configurations in real time

Amazon Connect now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to create customer UIs that adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. For example, during a weather disruption, an airline contact center operations manager can shift agents to rebooking queues, update after-hours routing, and activate a pre-approved protocol that refreshes IVR prompts and triggers customer notifications, all in minutes and without technical team intervention. This reduces wait times, increases agent productivity, and improves the customer experience at moments of peak demand.

Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT.

🚀 Launch Announcement: Connect : Amazon Connect now enables agents to send follow-up replies to email contacts

Amazon Connect now allows agents to send follow-up replies to email contacts, making it easier to share additional information or continue assisting customers without starting a new thread. This capability preserves the full conversation history, helping agents maintain context and deliver consistent, seamless support.

🚀 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.

Customer Engagement What's New

December 15, 2025
Connect : Create smarter contact center experiences with the Amazon Connect assistant
Introduction  Contact center leaders face an increasingly complex challenge: customers expect instant, personalized service across every channel, while human agents juggle multiple systems, knowledge bases, and workflows to resolve issues. Traditional approaches – building custom integrations for each system, training agents on dozens of applications, and manually updating customer records – are time-consuming, expensive, and […]

December 12, 2025
Connect : Amazon Connect at re:Invent 2025: Creating the future of customer experience with AI
The future of customer experience isn’t about choosing between AI efficiency and human connection—it’s about combining both to create something extraordinary. At re:Invent 2025, Amazon Connect unveiled a comprehensive vision for how businesses can transform customer interactions through intelligent AI agents that work with human teammates. Agentic systems promise to autonomously understand, reason, and act […]

December 11, 2025
Connect : Simplify contact center operations with Amazon Connect Data Tables
Introduction Contact center operations teams often face delays when making routine changes, as traditional approaches require developer assistance and code modifications. Amazon Connect data tables addresses this challenge by enabling administrators to manage operational data through a no-code interface, improving agility and reducing time-to-implementation for common tasks. In this blog post, readers will learn how […]

December 10, 2025
Connect : How Toyota Insurance cut customer service costs by 98.5% and achieved 60% self-service with Amazon Connect
Toyota Insurance Management Solutions (Toyota Insurance) is a technology-driven insurance agency serving predominantly Toyota vehicle owners across North America. As a forward-thinking organization, Toyota Insurance continuously seeks innovative ways to enhance customer experience while maintaining operational efficiency. Back in February 2025, Toyota Insurance faced a critical decision: their SaaS-based web chat solution for Toyota Auto […]

December 09, 2025
Connect : Reduce testing time by up to 90%: Introducing native testing and simulation for Amazon Connect
Introduction Contact center administrators face a persistent challenge: efficiently testing and validating contact flows without disrupting live operations. Traditional approaches—manually calling systems, building custom validation tools, or investing in third-party solutions—are time-consuming and expensive. Large enterprises often allocate significant annual budgets to automated testing tools alone, while manual validation can require days or weeks of […]

December 08, 2025
SES : How Contra Costa County District Attorney’s Office modernized subpoena processing with AWS and CC Tech Digital
The Contra Costa County District Attorney’s Office partnered with AWS and CC Tech Digital, an AWS Advanced Tier Partner, to modernize its subpoena handling process using a cloud-native, serverless solution on AWS. Read this post to learn more.

Amazon Contact Center Blogs

Amazon Connect - Building Intelligent Customer Service with Agentic AI on Amazon Connect (300 Level, 2 Hour Duration)
Welcome to an immersive workshop where you'll transform customer service through the power of agentic AI. You'll step into the shoes of a hotel chain's IT team, tasked with revolutionizing their reservation system to provide seamless, intelligent self-service experiences. The AnyCompany Hotels chain is facing a challenge many businesses know all too well: customers calling at all hours with simple requests that tie up human agents, while complex issues get delayed. Your job is to build an AI-powered assistant that can handle routine tasks autonomously while knowing exactly when to escalate to human experts. By the end of this workshop, you'll have created: An intelligent AI agent that can check availability, make reservations, and modify bookings... A secure, scalable backend using Model Context Protocol (MCP) servers... A complete Amazon Connect flow that seamlessly blends AI automation with human expertise... and Real-world experience with agentic AI patterns that you can apply to any industry.

Amazon Connect Workshops

December 10, 2025: How do I set up a custom caller ID in Amazon Connect?

December 01, 2025: Transform Your Customer Experience with Amazon Connect | Amazon Web Services

Please visit @AmazonWebServices on YouTube

December 12, 2025: Build Intelligent AI Agents for Amazon Connect with Orchestration AI and AgentCore Gateway

December 03, 2025: The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!!

Please visit @AmazonConnectEnablement on YouTube

November 30, 2025
Performance evaluations of self-service interactions
You can now automatically evaluate the quality of self-service interactions using custom criteria, conversational analytics insights, and contact metrics. For more information, see Performance evaluations of self-service interactions .

November 30, 2025
WhatsApp channel for outbound campaigns
Amazon Connect now supports WhatsApp as a channel for outbound campaigns, enabling businesses to reach customers through WhatsApp messaging with template-based communications. For more information, see Create outbound campaigns .

November 30, 2025
Added support for testing and simulation
Amazon Connect supports testing and simulation call simulation capabilities to let customers to simulate their contact center experiences. For more information, see Amazon Connect call simulation .

November 30, 2025
Use Amazon Connect agentic assistance
Amazon Connect provides AI agents that help customer service representatives solve live interactions with end customers. For more information, see Use Amazon Connect agentic assistance .

November 30, 2025
Agent-initiated flows
Agents can now initiate flows during active chat sessions to collect data, process payments, update profiles, and initiate automated processes while maintaining direct customer interaction. For more information, see Enable agent-initiated flows during active chat sessions .

November 30, 2025
Connect Model Context Protocol support
Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for both end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. For more information, see Connect Model Context Protocol support .

November 30, 2025
Enable in-flight sensitive data redaction and message processing
Amazon Connect supports message processing that intercepts and modifies chat messages before they reach any participant. For more information, see Enable in-flight sensitive data redaction and message processing .

November 30, 2025
Custom metrics
Added three new tables documenting metric level filters, grouping keys, and top-level filters used in Amazon Connect contact center analytics, including detailed schemas for Contact and Agent metric categories. For more information, see Metric primitives definitions for Amazon Connect .

November 30, 2025
Using Views to create persona-based Workspace pages
Amazon Connect Views and Guides UI changes to improve the View resource and power persona-based Workspaces. For more information, see Using Views to create persona-based Workspace pages

November 30, 2025
Predictive Insights (Preview)
Added comprehensive documentation for the new Predictive Insights (Preview) feature, including detailed information about AI-powered recommendation capabilities, implementation steps, and integration with Connect flows and AI agents. Updated the object type mapping section with new schemas for Web Analytics, Item, and Device standard objects to support the Predictive Insights functionality. For more information, see Predictive Insights (Preview) .

November 30, 2025
Create a multi-step and multi-channel journey
Amazon Connect supports creating a multi-step and multi-channel journey. For more information, see https://docs.aws.amazon.com/connect/latest/adminguide/create-a-multi-step-and-multi-channel-journey.html Create a multi-step and multi-channel journey

November 30, 2025
Tag based access control for Amazon Connect performance evaluations
Amazon Connect now supports tag based access control for Amazon Connect performance evaluations. For more information, see Set up tag-based-access controls on performance evaluations

November 30, 2025
Added AI agent performance metrics
Added the AI Agent performance dashboard for viewing AI Agent performance, and get insights across AI Agents and over time. For more information, see AI Agent performance dashboard .

November 30, 2025
Enable message streaming for AI-powered chat
Amazon Connect supports message streaming for AI-powered chat interactions. For more information, see Enable message streaming for AI-powered chat .

November 30, 2025
Get stored content flow block
Introduces a new flow block called Get stored content. For more information, see Flow block in Amazon Connect: Get stored content

November 30, 2025
Added support for third-party speech providers
Amazon Connect now supports third-party speech-to-text (STT) and text-to-speech (TTS) providers like Deepgram and ElevenLabs. This allows contact centers to use external speech services directly within Amazon Connect through a simple console configuration—no coding required. For more information, see Configure third-party speech providers .

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.