Amazon Connect customers can now deliver more natural, human-sounding agentic voice experiences with dramatically expanded capabilities:

• 50+ languages including Spanish, French, Italian, Japanese, Korean, Portuguese, and Thai
• 100+ new voice options for greater brand flexibility
• Seamless response pacing that fills natural pauses so interactions feel immediate rather than halting
• Improved turn-taking so agents and customers don't talk over each other
• Speech controls to adjust speed, volume, and emotion to match your brand's tone

Amazon Connect's agentic self-service capabilities enable AI agents to understand, reason, and take action across voice and digital channels — adapting responses to match customer tone and sentiment while maintaining natural conversational pace.

Siemens Global Business Services (GBS) provides shared services across more than 80 countries. By deploying Amazon Connect Customer AI Agents, Siemens replaced their legacy IVR entirely with a natural language interface — achieving 90% autonomous call handling , eliminating DTMF menu trees, reducing average wait times, and freeing human agents for complex interactions.

"With AI-driven call routing, we have simplified customer interactions, reduced handling times, and improved resolution rates through intelligent, automated support."

NatWest Group, one of the UK's largest banks, details how they built a fully active-active, multi-region customer experience platform using Amazon Connect Customer Global Resiliency. Handling over 3 million monthly voice calls for critical banking functions — including fraud reporting, card blocking, and emergency funds access — NatWest's architecture ensures uninterrupted service even during regional disruptions, meeting strict UK regulatory requirements for business continuity.

A new thought leadership post explores how Amazon Connect Customer and Salesforce, connected through the Model Context Protocol (MCP), represent the leading edge of agentic integration — where AI agents autonomously resolve complex, multi-system customer issues in real time.

The post introduces the multiplier effect : each additional system integrated doesn't merely add one more capability — it unlocks combinatorial possibilities that were architecturally impossible before. The progression from "advisor" to "autonomous agent" is a function of integration architecture.

Key concepts covered:

• Agentic reasoning loop — Understand, Reason, Act, Remember
• MCP as universal protocol — implement the connector once, any MCP-compatible agent can discover and invoke it
• Runtime discovery — when Salesforce adds new tools, the agent can use them without code changes
• Amazon Bedrock AgentCore Gateway — secure connectivity with OAuth 2.0 and policy enforcement

"Integration is no longer infrastructure. It is the force multiplier that determines whether an AI agent operates as an advisor or as an autonomous resolution engine."

Amazon Connect Customer now lets you protect sensitive information in agent screen recordings by defining rules to redact specific applications or URLs. Screen recording helps supervisors identify coaching opportunities by capturing agents' on-screen actions during voice calls, chats, and tasks.

With this feature, you can:

• Create rules from a flow block specifying which URLs or applications should be redacted
• Automatically redact matching content in post-contact screen recordings
• Protect PII and payment data without disabling screen recording entirely

This is critical for organizations in regulated industries — such as healthcare, financial services, and government — that need screen recording for quality assurance but must ensure sensitive data is never captured in recordings.

As part of the AWS Service Availability Updates announced in June, Amazon Chime SDK – Carrier Voice Focus has reached end of support and is no longer available as of June 30, 2026 .

If you are currently using Chime SDK Carrier Voice Focus in your Amazon Connect environment, please review the migration guidance and contact your AWS account team for transition support.

For the full list of services affected by availability changes — including services moving to maintenance (effective July 30, 2026) and services entering sunset — visit the AWS Product Lifecycle Page .

🚀 Launch Announcement: Wickr : AWS Wickr announces Data Retention Service feature

AWS Wickr now offers a managed Data Retention Service feature for Premium users, enabling organizations to retain conversations across their network for data archiving purposes. AWS Wickr is an enterprise-grade, secure collaboration product that provides end-to-end encrypted messaging, file management, screen sharing, and voice/video conferencing capabilities. The Data Retention Service feature provides a cloud-native alternative to traditional container-based data retention methods.

The Data Retention Service can retain conversations in your network, including direct messages and conversations in Groups or Rooms between internal members and external federated teams. The serverless architecture offers simplified deployment, managed infrastructure, automatic scaling, and comprehensive monitoring while maintaining Wickr's end-to-end encryption standards. This feature is particularly valuable for organizations that require comprehensive data archiving capabilities and maintaining audit trails.

AWS Wickr Premium customers can opt in to enable data retention for their networks. To learn more, visit the AWS Wickr documentation .

🚀 Launch Announcement: AWS Entity Resolution : AWS Entity Resolution now supports advanced real-time matching

AWS Entity Resolution now supports real-time matching with advanced matching workflows, enabling customers to match records in milliseconds using complex rulesets through the GenerateMatchId API. Previously, real-time matching was limited to simple rule-based workflows, while advanced rulesets—which support operators like Exact and ExactManyToMany combined with AND/OR logic—could only be used for batch processing that took minutes to hours. This created a critical gap for customers needing real-time entity resolution with sophisticated matching logic.

With this launch, customers performing fraud detection, real-time account lookup, or website personalization can define advanced matching rules and get results in real-time without maintaining separate matching infrastructure or re-architecting applications. To enable advanced real-time matching, customers set the enableRealTimeMatching parameter to true on their matching workflow, then call the existing GenerateMatchId API—no new endpoints or migration required.

🚀 Launch Announcement: SES : Amazon SES introduces pricing plans

Today, Amazon Simple Email Service (SES) introduced pricing plans, making it easy to purchase and access SES capabilities without evaluating them individually. Amazon SES pricing plans include three hierarchical options: Essentials, Pro, and Enterprise. Each plan builds on the one before it, offering progressively more capability at a discount compared to \xe0-la-carte pricing.

Businesses depend on email reaching the inbox and getting read, but the capabilities needed to ensure this have traditionally been sold as individual add-ons that must be evaluated and purchased independently. With pricing plans, customers pick a plan and have access to the right capabilities at no additional cost. Essentials provides deliverability insights, Pro adds managed dedicated IPs, email validation, and global inbox placement visibility to proactively prevent problems, and Enterprise adds multi-region resilience, workload-level reputation isolation, and an annual deliverability assessment.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer launches metrics for agent queues on analytics dashboards

Amazon Connect Customer dashboards now display real-time and historical metrics for agent queues. Agent queues are used to directly route contacts to a specific agent. Now, supervisors can track how these agents perform in their own queues. For example, a supervisor notices a spike in contacts queued to a specific agent queue following a series of scheduled callbacks, and reassigns them to avoid long wait times.

🚀 Launch Announcement: Connect Customer : Amazon Connect delivers more natural agentic voice experiences with expanded language support and speech controls

Amazon Connect customers can now deliver more natural, human-sounding agentic voice experiences with expanded support across 50+ languages including Spanish, French, Italian, Japanese, Korean, Portuguese, and Thai, over 100 new voice options, and conversational improvements that make AI interactions sound more fluid and responsive.

Amazon Connect's agentic self-service capabilities enable AI agents to understand, reason, and take action across voice and digital channels, adapting responses to match customer tone and sentiment while maintaining natural conversational pace. With this launch, you can deliver smoother conversations with seamless response pacing that fills natural pauses so interactions feel immediate rather than halting, more accurate turn-taking so agents and customers don't talk over each other, and speech controls that let you adjust speed, volume, and emotion to match your brand's tone.

🚀 Launch Announcement: Connect Customer : Connect Customer Outbound Campaigns now in Cape Town Africa

Connect Customer Outbound Campaigns digital channels (SMS, WhatsApp, and email) are now available in the Africa (Cape Town) Region. Businesses in the Region can now use Connect Customer's proactive outreach capabilities to create targeted, personalized engagement campaigns for service updates, promotional offers, appointment reminders, and product usage tips. Organizations configure and manage these campaigns through the Connect Customer admin website and Outbound Campaigns APIs.

A retail business in the Region can segment customers by purchase behavior, then run a coordinated campaign that sends promotional offers over SMS, appointment reminders over WhatsApp, and product usage tips over email, with each message personalized to the recipient. Built-in analytics show which messages drove engagement, and event-based triggers start campaigns automatically from customer actions such as a completed purchase or a missed appointment.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now supports forecasting, planning, and scheduling for Tasks and Emails

Amazon Connect Customer now supports forecasting, capacity planning, and scheduling for Tasks and Emails, enabling you to plan and optimize your workforce across all workloads (Voice, Chat, Tasks, Emails). Connect Customer accounts for the unique characteristics of each channel, including concurrent work handling, duration of work from minutes to months, and distinct service level requirements, so your forecasts and schedules reflect how your operation actually runs. For example, if your agents handle email inquiries or tasks such as case processing alongside voice calls, you can now generate a unified forecast that accounts for all of these workloads and create schedules that efficiently allocate agents across channels. Thus enabling end-to-end workforce optimization within a single solution and ensuring consistent service levels across all customer interaction channels.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now supports rule based redaction for agent screen recording

Amazon Connect Customer now lets you protect sensitive information in agent screen recordings by defining rules to redact specific applications or URLs. Agent screen recording helps supervisors identify coaching opportunities, such as non-compliance with business processes by allowing them to record agents' on-screen actions during voice calls, chats, and tasks.

With this feature, you can create rules specifying which URLs or applications should be redacted from recorded content. When any rule condition is met, the system automatically redacts the matching content in the post-contact screen recording.

🚀 Launch Announcement: EUM : AWS End User Messaging RCS now supports rich media and interactive messaging

AWS End User Messaging now supports rich media and interactive messaging for RCS across all 22 supported countries. With the new SendRcsMessage API, you can send rich cards, carousels, images, videos, and interactive suggestion buttons that let recipients take action directly inside their messaging app.

RCS message recipients can tap to confirm an appointment, browse a product catalog, complete a payment in a webview, share their location, or interact with an AI agent, all without leaving their phone's messaging app. Behind each of these interactions is the same AWS infrastructure you already use to build applications. RCS becomes the interface layer that connects your backend services, your data, and your AI directly to your end users through your conversation with them.

With this release AWS now supports four RCS message types (text, files, rich cards, and carousels). These message types can be used with any combination of six actions (replies, URLs, webviews, phone calls, maps, and calendar events) to bring web and mobile app experiences directly into conversations.. Each message supports configurable SMS or MMS fallback for recipients without RCS.

AWS End User Messaging also introduces RCS Conversation pricing for 21 countries consisting of one flat rate for unlimited messages within a 24-hour session, so you can build back-and-forth workflows without per-message cost pressure.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now supports assigning up to 7 security profiles with granular access controls per user

Amazon Connect Customer now supports assigning up to 7 security profiles with granular access controls per user, increased from the previous limit of 2. This means an agent who serves multiple lines of business can now have a distinct, scoped permission set for each one, enforced through tag-based or heirarchy-based access controls. The increased limit gives you greater flexibility to match your security model directly to your organizational structure. For example, a financial services company with separate lines for credit cards, mortgages, auto loans, personal banking, investments, insurance, and fraud can now assign an agent seven security profiles, one per line of business, each granting access only to the resources tagged for that specific division. This ensures least privilege access without requiring a single overly broad profile.

What's New with AWS

July 21, 2026
SES : Introducing Amazon Simple Email Service (SES) pricing plans
Most email providers offer capabilities to help improve deliverability, including dedicated sending infrastructure, reputation monitoring, address validation, and inbox placement testing. But these capabilities are typically sold as individual add-ons, each priced separately. Reaching the inbox consistently shouldn't require evaluating dozens of options independently. That changes today with Amazon SES pricing plans. Pick a plan, and the right capabilities are already included at up to 22% less than purchasing them individually.

July 20, 2026
Connect Customer : Breaking Language Barriers: Real-Time Multilingual Support with Amazon Connect Chat Message Processing
Introduction The Multilingual Support Challenge In today’s global marketplace, contact centers face a critical challenge: providing exceptional customer service across multiple languages and dialects. Traditional approaches require hiring multilingual agents or creating language-specific queues, leading to: High Operational Costs: Recruiting and training multilingual agents is expensive and time-consuming Limited Scalability: Difficult to support new languages […]

July 19, 2026
Connect Customer : How South Carolina’s Talking Book Services uses Amazon Connect to bring readers closer to the stories they love
Learn how South Carolina State Library's Talking Book Services has been putting books into the hands—and ears—of people with print disabilities since 1931. Now, with the help of Amazon Connect, the small team of reader advisors serving 4,200 patrons across the state is making those deeply personal connections easier than ever.

July 17, 2026
Connect Customer : Build an Amazon Connect Customer Data Lake with a Reusable CDK Construct
Introduction The\u202fAmazon Connect Customer data lake gives contact centers a central, zero-extract, transform, and load (zero-ETL) location to query contact records, agent performance, conversational analytics, and other data types. However, enabling access requires navigating multiple AWS consoles to associate datasets, accept AWS Resource Access Manager resource shares, configure Lake Formation permissions, and create resource link tables using AWS […]

July 13, 2026
Connect Customer : Integration as Intelligence: Amazon Connect Customer Integrates with Salesforce via MCP
Why the breadth of your integration architecture determines the capability of your AI agent. Introduction Autonomous resolution through agentic integration is redefining how contact centers operate. Advances in AI reasoning, open integration standards, and composable service design have converged to make something previously impossible now practical: AI agents that autonomously resolve complex, multi-system customer issues […]

July 13, 2026
EUM : Build an autonomous ecommerce assistant with AWS End User Messaging, Amazon Bedrock AgentCore, and OpenClaw
In this post, we walk through Claw Boutique, an open-source reference architecture that connects a web storefront, WhatsApp, email, and Telegram into a single OpenClaw-driven ecommerce experience on AWS. Buyers interact through WhatsApp and a web store. The shop owner manages everything from Telegram, where an artificial intelligence (AI) agent processes restock, refund, and order commands.

July 13, 2026
EUM : Build an AI campaign orchestrator with Amazon Bedrock and AWS End User Messaging
This post shows how to build a campaign orchestrator on AWS End User Messaging and Amazon Bedrock. The orchestrator predicts the best channel for each customer, adapts content per channel, and holds back messages to fatigued or unhappy customers.

July 09, 2026
Connect Customer : How NatWest built multi-region resilience with Amazon Connect Customer
Introduction For NatWest Group, one of the UK’s largest banks, delivering consistent customer experience consistently is both a business priority and a regulatory requirement. Maintaining uninterrupted service across customer experience operations is fundamental to the bank’s ability to meet its business continuity and disaster recovery obligations. NatWest originally deployed its customer experience platform on Amazon […]

July 07, 2026
Connect Customer : How Siemens handles 90% of calls autonomously with Amazon Connect Customer AI Agents
Introduction Siemens Global Business Services (GBS) provides shared services and business process support across more than 80 countries, handling finance, procurement, HR, sales operations, and digital services for all Siemens business units. Their inbound contact operations manage a wide range of topics — from order and delivery management to employee lifecycle queries and technical support […]

July 07, 2026
SES : Isolate email suppression per tenant with Amazon SES
In this post, you learn about the business problem this feature solves, how the new suppression precedence works, and how to implement tenant-level suppression for your multi-tenant email platform.

June 29, 2026
Connect Customer : Using Amazon Connect Customer Views to provide one-click customer voice messages when outbound calling
If you are running outbound campaigns or making manual outbound calls, agent time can be occupied leaving standard or customised messages on calls answered by voicemail systems. This presents two challenges that impact contact center operations: Loss in Agent Productivity – when agents must wait for voicemail systems to complete their greetings and manually leave […]

June 29, 2026
Connect Customer : Implementing Responsible AI in Contact Centers with Connect AI Agents Guardrails
The integration of artificial intelligence in contact centers has revolutionized customer service, enabling faster response times, more consistent support, and enhanced agent productivity. However, with this transformation comes a critical responsibility: ensuring AI systems operate safely, ethically, and in compliance with regulatory requirements. Connect AI Agents Guardrails represents a significant advancement in responsible AI deployment […]

June 29, 2026
Connect Customer : AWS Weekly Roundup: Agentic CX designer for Amazon Connect Customer, EC2 AMI Watermarks, Open Governance for MySQL, and more (June 29, 2026)
It has been a busy stretch on the AWS Summit circuit. At the New York City Summit, I delivered a workshop called Building AI architectures with AWS Serverless, and it was a lot of fun watching builders wire up agents and serverless services to solve real problems in a single afternoon. This week I am […]

Amazon Contact Center Blogs

July 09, 2026: DialogWorld Migrates Seamlessly to Amazon Connect Customer | Amazon Web Services

Please visit @AmazonWebServices on YouTube

July 09, 2026: The Amazon Connect Podcast - Ep.21 - What have you just missed?

Please visit @AmazonConnectEnablement on YouTube

July 08, 2026
Use the DeleteContactData API to delete PII from a contact
You can delete personally identifiable information (PII) — including customer endpoints, additional email recipients, and the email subject — from a terminated contact and its contact record using the DeleteContactData API reference . The DeleteContactData API sets redacted fields to null and updates the connect:RedactedFields segment attribute with the categories of PII that you redacted. For more information, see Data model for Connect Customer contact records and Segment attributes .

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.