AWS Spotlight Day: Amazon Connect is an exclusive virtual half-day event designed to help you future-proof your Amazon Connect Customer practice. Explore the expanded set of agentic AI solutions in one power-packed day.

Amazon Connect has expanded from a single product into a set of four agentic AI solutions — Amazon Connect Customer , Amazon Connect Decisions , Amazon Connect Talent , and Amazon Connect Health — designed to work within your existing workflows. This event will focus on enabling you to accelerate your Amazon Connect Customer practice on AWS.

What to expect:

• Leadership remarks from Ruba Borno , VP Global Specialists & Partners, and Pasquale DeMaio , VP Amazon Connect, on the Amazon Connect vision
• The full Amazon Connect story — from contact center to a set of agentic AI solutions
• Architecture deep dives on agentic CX, AI agents, and MCP integration
• A hands-on workshop where you'll build your first agentic flow on Amazon Connect Customer
• Go-to-market strategy, AWS Partner success stories, and funding programs
• Newly launched Amazon Connect Customer badges and AWS trainings on Skill Builder

Who should attend:

• Business Track: Executives, Alliance Leaders, Practice Leaders, Sales & Marketing
• Technical Track: Solution Architects, Developers, and Engineers

Why attend?

• See the full solution — Explore how Amazon Connect expanded into four agentic AI solutions and discover net-new revenue opportunities for AWS Partners
• Get hands-on technical training — Architecture deep dives plus a hands-on workshop
• Grow your practice — AWS Partner Programs and real-world success stories to help you market, sell, win, and scale Amazon Connect Customer business
• Keep learning after the event — Walk away with a clear path to Amazon Connect Customer badges and training courses on Skill Builder

Global Start Times:

• Americas & EMEA: 9:00–14:00 ET | 15:00–20:00 CEST
• EMEA & India: 9:00–14:00 CEST | 12:30–17:30 IST

After registering, personalize your agenda by adding sessions to your schedule. Please use your business email to register.

In the latest thought leadership post from Pasquale DeMaio, VP of Amazon Connect, the conversation moves beyond "Deflection is Dead" to an even more uncomfortable truth: resolving a customer's issue doesn't mean you've earned their loyalty.

"Your biggest threat is not failure. It is the issue you could have prevented, the friction you could have removed, the moment you could have made personal — all sitting unused in your data while your customer quietly moves on."

The post contrasts two versions of "resolved" — one that checks a box and one that makes the customer feel known — and argues that the gap between them isn't technology, it's design. The person who understands the customer must be the one who shapes the experience.

Key insights:

• A 5% increase in retention can increase profits by 25–95% (Bain & Company)
• Most companies have no metric for the customer who was adequately served and still left
• Resolution is table stakes — the ceiling is the issue that never happened
• Service stops being a cost line when it becomes the source of stories customers tell on your behalf

"Every interaction is a brand moment. Your customers are already telling the story. What are you giving them to tell?"

The Forecasting, Capacity Planning, and Scheduling (FCS) Knowledge Badge is now live on AWS Skill Builder! This 8-course learning plan (~6 hours) covers the full workforce management lifecycle — from demand forecasting through schedule execution to continuous improvement.

What you'll learn:

• Forecasting contact volume and handle time using ML-powered models
• Capacity planning and staffing projections across scenarios
• Agent scheduling and schedule optimization
• Real-time schedule adherence monitoring
• Agent self-service and workforce flexibility
• Intraday operations and continuous improvement

Why it matters: Amazon Connect Customer's built-in FCS capabilities eliminate reliance on third-party workforce management tools, reducing licensing costs and vendor complexity while providing ML-powered forecasting and scheduling that improves automatically as your data grows.

How to earn it: Complete the 8 courses at your own pace, pass the final assessment (80% minimum), and claim your Credly digital badge.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now automatically refreshes scheduling metrics

Amazon Connect Customer now automatically refreshes schedule metrics on the scheduling page, giving managers immediate visibility into the impact of schedule updates. For example, when a new team meeting is added for 10 agents from 10 AM – 11 AM, metrics such as net available headcount and projected service level are automatically updated. This gives workforce managers up-to-date visibility into how schedule changes affect staffing coverage, so they can make faster, more informed decisions throughout the day.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer expands conversational analytics capabilities in the Africa (Cape Town) Region

Amazon Connect Customer now supports generative AI-powered summaries, real-time call analytics, and real-time rules in the Africa (Cape Town) Region. These capabilities extend the post-contact conversational analytics already available in the Region, giving companies access to AI-powered insights that help them improve customer experience, agent performance, and operational efficiency.

With generative AI-powered summaries, supervisors and human-agents receive concise, AI-generated summaries of customer interactions immediately after a contact ends, eliminating the need for manual note-taking and reducing after-contact work. Real-time call analytics provide live transcription enabling supervisors to monitor interactions as they happen and intervene when needed to improve outcomes. Real-time rules automatically categorize contacts and alert supervisors based on keywords, sentiment, and other criteria detected during a live interaction, enabling immediate action such as sending notifications or generating tasks.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now supports unplanned shrinkage in agent schedules

Amazon Connect Customer now enables managers to input unplanned shrinkage in agent schedules, providing a more accurate picture of staffing due to unscheduled agent absences such as late logins or unplanned sick leave. Managers can upload unplanned shrinkage assumptions directly into agent schedules and immediately see updated scheduling metrics such as scheduled headcount, net staffing, and projected service level — each adjusted for unplanned shrinkage. For example, if 10% of the agents scheduled to work at 8 AM next Monday are expected to be unavailable due to late logins, then projected service level falls from 90% to 85% with unplanned shrinkage. This enables workforce managers to proactively address gaps in staffing that may arise due to unplanned agent unavailability, thus improving scheduling accuracy and their ability to maintain target service levels.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now supports points-based scoring in performance evaluations

Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned. In contrast, with the existing percentage-based scoring, each question is assigned weights that need to add up to 100%. For example, a points-based evaluation might award 40 points for resolving the customer's problem, 20 for meeting compliance requirements, and 10 for a proper greeting – without the need for scores to add up to 100. Managers control how points are awarded: combining several compliance criteria into one multiple-choice question to shorten the form, excluding the call reason from scoring, or awarding bonus points for strong customer rapport. Managers decide what counts, how much it counts, and what earns extra credit, so the score reflects what the business values most.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now lets you update the customer profile on a case or add a profile after a case is opened

Amazon Connect Customer now lets agents change the profile on a case or choose a profile after the case is opened. If a case is linked to the wrong customer, agents can update the profile to keep case histories accurate. Agents can also add a profile later when the customer is not identified at case creation, such as for calls from a shared phone number or issues that require identity verification.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now supports information extraction for agent voice and chat conversations

Amazon Connect Customer now supports information extraction, which automatically captures key data from voice and chat interactions, reducing manual data capture and improving agent and supervisor productivity. Information extraction captures verbatim values like account numbers, reservation IDs, and product names, as well as derived insights inferred from the conversation such as reason for contact, resolution provided, and next steps promised.

You define conversational analytics rules for what to extract and when. Extraction operates on raw contact content before redaction, so you can capture specific data points while still redacting sensitive values from recordings and transcripts. Agents see extracted values during After Contact Work, supervisors use them to search and review contacts, and developers access them programmatically through APIs, Kinesis Data Streams, and S3 output files. You can also feed extracted values directly into rule actions like email notifications, task creation, and case creation, turning unstructured conversations into automated experiences. For example, a travel company can automatically extract "Hotel Name," "Reservation ID," and "Reason for call" from interactions, then populate outbound emails and create follow-up tasks, eliminating manual data entry and reducing handle time.

🚀 Launch Announcement: SES : Amazon SES now supports open and click tracking override parameters

Amazon Simple Email Service (SES) now supports open and click tracking override parameters in the SendEmail and SendBulkEmail APIs. Senders can enable or disable open tracking and click tracking on an individual API call, rather than managing tracking preferences through separate configuration sets.

Previously, controlling tracking behavior required maintaining a distinct configuration set for each combination of open- and click-tracking settings. With this new capability, you specify the tracking preference directly in the send request, reducing configuration overhead and simplifying how you honor recipient-level tracking consent. This is useful for senders that must respect per-recipient consent choices to meet data protection requirements such as GDPR and CNIL guidance.

The tracking overrides apply per request and take precedence over the tracking behavior defined in the associated configuration set, giving you fine-grained control without changing your existing configuration set structure. There is no additional cost to use this feature.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now lets managers chat with their data

Amazon Connect Customer now lets managers chat with their data in plain language and get back the answer, the evidence behind it, and the fix, in seconds. Managers have always had the data. What they haven’t had is the time to dig through dashboards, find what’s driving performance, and decide what to do next. Now Amazon Connect Customer does that work for them. It searches across more than 150 metrics spanning self-service, agent performance, and queue performance to find what matters, explain why, and recommend the best next step.

Managers can start broad and go deep in the same conversation. For example, a manager can ask which queues are the best candidates for automation, and Amazon Connect Customer reviews where handle time and after-contact work run highest, then returns a prioritized list with confidence scores and projected impact. What once required analysts, dashboards, and weeks of investigation now becomes a prioritized action plan in seconds.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies

Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies enabling supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies. Managers can filter agents by their assigned proficiencies, group metrics by routing steps, and track new metrics including number of contacts queued in a routing step. For example, a supervisor notices a spike in queued contacts at a routing step requiring highly skilled agents, then relaxes the routing criteria to expand the agent pool and reduce wait times.

🚀 Launch Announcement: SES : Amazon SES click tracking now supports custom URL paths for mobile app deep linking

Amazon Simple Email Service (SES) now makes it easier to support mobile deep linking with the new ses:custom-path HTML attribute. When you add this attribute to an <a> tag, SES carries your path segment through to the tracking URL, so mobile operating systems can match it to your app's Universal Links (iOS) or App Links (Android) configuration. This enables you to use mobile deep linking without disabling engagement tracking.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer supports manual assignment of queued agent-first callbacks

Amazon Connect Customer now lets agents view and self-assign queued agent-first callbacks alongside emails, tasks, and chats. This gives agents the option to prioritize work that needs immediate follow-up or for which they already have relevant context. For example, an agent familiar with a customer’s issue can assign the callback to themselves, avoiding another handoff and helping resolve the issue faster.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer launches performance dashboard for Cases

Amazon Connect Customer now provides a performance dashboard for cases that helps managers monitor case volume, resolution trends, and performance against service level agreement (SLA) targets. Managers can compare current and prior-period performance across metrics such as cases created, average resolution time, first-contact resolution percentage, and SLA achievement rate. They can also analyze trends across dimensions such as case template, assigned user, or assigned queue. For example, a manager can identify that the billing team missed more SLA targets for refund cases than in the prior period, investigate the causes, and prioritize process improvements.

🚀 Launch Announcement: SES : Amazon SES now helps identify automated open and click events in event notifications

Amazon Simple Email Service (SES) now helps you identify automated email interactions. Open and Click event notifications now include an isBotEvent field that indicates whether the event was likely triggered by an automated system or a human recipient.

Customers who publish Open or Click events through a configuration set event destination will now see an isBotEvent field with a value of Likely or Unlikely in event notifications. You can use this field as a signal to help you better understand how much of your engagement is driven by human recipients versus automated systems.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now provides schedule adherence metrics on dashboards

Amazon Connect Customer now gives supervisors visibility into how well agents followed their schedules with historical agent adherence metrics on dashboards. The new metrics include scheduled time, adherent time, non-adherent time, and adherence percentage. You can group these metrics by shift activity to understand adherence patterns across different parts of an agent's day, such as work, break, or training. For example, a supervisor reviewing weekly performance identifies that an agent consistently returns late from lunch, enabling a targeted coaching conversation.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer adds one-click drill-down on real-time metrics dashboards

Amazon Connect Customer dashboards now support drilling down into real-time queue and routing profile performance. With a single click, supervisors can drill from a summary view into pre-filtered routing profile, queue, agent, or routing step widgets. For example, a supervisor who sees a spike in queue wait times can immediately drill down to agent activity for a specific queue and reassign agents to reduce the backlog.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now lets you export cases to CSV from the agent workspace

Amazon Connect Customer now supports exporting cases to a CSV file directly from the agent workspace, making it easier to share case data with internal teams and external stakeholders such as vendors, legal teams, or business partners. Agents can filter and select cases and choose which case fields to include in the export. Admins can control access using a security profile permission.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now supports capacity planning in 15 or 30 minute intervals

Amazon Connect Customer now lets you generate capacity plans at the interval level (15-minute or 30-minute intervals), giving workforce planners visibility into more granular staffing requirements across Voice, Chat, Task, and Email channels. Interval-level plans capture how demand shifts throughout the day — such as a lunchtime surge in chat contacts or an end-of-day change in call volume — so you can align agent capacity with demand as it changes and staff precisely for each part of the day. You can also provide shrinkage assumptions and available headcount at the interval level for more accurate plans. Together, these capabilities improve planning accuracy and help you reduce over- and under-staffing, improving service levels and operational efficiency.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now automatically finds example agent evaluations for tailored coaching

Amazon Connect Customer now automatically surfaces relevant examples of an agent's evaluations when managers are preparing coaching feedback, so they can deliver actionable, evidence-backed coaching to agents. When a manager prepares agent coaching feedback in Amazon Connect Customer, they automatically receive examples of recent evaluations where the agent scored high or low on the chosen coaching topic, along with human or AI evaluator notes explaining the agent behaviors that drove the result. For example, while preparing feedback for an agent on "de-escalation," a manager receives example calls where the agent successfully calmed a frustrated customer, alongside calls that were escalated, with insights into the agent behaviors that led to each outcome. This enables managers to deliver tailored coaching that accelerates agent performance improvement, while saving the time spent manually searching for examples.

🚀 Launch Announcement: Connect Customer : Amazon Connect now supports audio optimization for Azure Virtual Desktop and Windows 365 Cloud PC

Agents using Microsoft Azure Virtual Desktop (AVD) or Windows 365 Cloud PC can now take calls directly from their virtual desktop session with audio optimization enabled. To get started, IT administrators need to complete a one-time setup for their virtual desktop environment. Once configured, media is redirected from the virtual desktop to the agent's local device, improving audio quality.

Agents simply log into their Azure Virtual Desktop or Windows 365 Cloud PC session and start accepting calls using the Amazon Connect Customer agent workspace or a custom agent interface built with the Amazon Connect Customer open-source JavaScript libraries. This support is in addition to existing audio optimization for Amazon WorkSpaces, Citrix cloud desktops, and Omnissa cloud desktops.

🚀 Launch Announcement: SES : Amazon SES simplifies sending emails over SMTP using Mail Manager

Amazon Simple Email Service (SES) now offers a simplified console experience for sending emails over SMTP using Mail Manager. Mail Manager is a capability within SES for managing email flow, but configuring its resources individually to set up SMTP sending requires multiple steps. The new guided setup creates and configures these resources automatically, so developers can get started in just a few clicks.

The guided setup gives developers a working SMTP endpoint and downloadable credentials they can plug into any application or framework that supports SMTP. This is ideal for teams building applications that send email notifications, password resets, or transactional messages and need a fast path to a production-ready SMTP configuration.

What's New with AWS

August 28, 2026
SES : How to build a serverless mass email solution with Amazon SES
Enterprises spend millions on inflexible, proprietary email systems. Learn how to build a cloud-native, serverless mass email solution on AWS using Amazon SES, AWS Step Functions, Amazon API Gateway, and Amazon DynamoDB to send campaigns at scale for a fraction of the cost.

August 27, 2026
EUM : Creating and testing an End User Messaging RCS agent with AWS CLI
Rich Communication Services (RCS) brings branding, rich media, and verified sender identity to your customers' native messaging app. This walkthrough shows how to create, register, and test an RCS agent on AWS End User Messaging entirely from the AWS CLI, from brand assets to verified inbound messaging with an automatic keyword response.

August 25, 2026
EUM : Setting up an RCS agent with an AI coding assistant and AWS End User Messaging
Creating an RCS agent on AWS End User Messaging normally means juggling 23 registration fields, three CLI parameter types, brand assets, and a multi-step approval. An AI coding assistant handles all of it: clone the sample repo, open it in your assistant, type "go," and walk away with a working RCS agent.

August 24, 2026
Connect Customer : Building a restaurant telephony AI host with Amazon Connect
Learn how to build a voice ordering system for restaurants that answers a phone call and takes an order end to end, with no app, no website, and no sign-in. It uses Amazon Connect for telephony, Amazon Connect Agentic Voice for real-time speech, an Amazon Connect AI agent for reasoning, and Amazon Bedrock AgentCore Gateway to reach backend tools through MCP.

August 23, 2026
Polly : Agentic AI Where Connectivity Is Scarce: MedZen Health in Cameroon
Learn how MedZen Health supports SMS, Unstructured Supplementary Service Data (USSD), and call center access, helping patients connect with healthcare services regardless of their phone type or internet access.

August 19, 2026
Connect Customer : Failure Didn’t Lose Your Customers, Mediocrity Did
The quiet exit The issue is resolved, but the customer won’t remember your company until the next time you give them a reason to leave. And when a competitor offers them a better deal next quarter, the customer will take it without hesitation. Because nothing in their interaction with your brand was so exceptional that […]

August 18, 2026
EUM : Send rich RCS messages with AWS End User Messaging RCS
Learn how to send every RCS content type (text, files, rich cards, carousels, and suggestions) with the SendRcsMessage API in AWS End User Messaging RCS, using Python. Each example includes a validated payload plus delivery controls such as message expiration and per-message SMS fallback.

August 16, 2026
Connect Customer GovCloud : Celebrating 15 Years of AWS GovCloud (US): Built for the Nation’s Most Critical Missions
Today, AWS GovCloud (US) is the operational backbone of some of the nation's most critical applications spanning security and defense, energy, public health and financial services. Fifteen years in, and that mission focus still defines everything AWS GovCloud (US) delivers.

August 14, 2026
Connect Customer : How to authenticate customers during chat with Amazon Connect Customer
Authentication during chat is a balancing act: require it too early and you lose customers who need quick answers; skip it entirely and you face compliance challenges when conversations shift to account-specific topics. When customers start a chat in Amazon Connect Customer, they might begin with a simple question but then need account-specific assistance that […]

August 13, 2026
Connect Customer : Connect Flows Now Support Nested Modules and Cross-Flow Compatibility
What you will learn: How Amazon Connect’s enhanced module nesting (up to five levels deep) and universal cross-flow compatibility enable you to build maintainable, reusable contact center workflows, illustrated through a real-world travel booking reservation use case. Introduction In November 2025, we announced three powerful new capabilities for Amazon Connect flow modules: custom blocks with […]

August 12, 2026
Connect Customer : Crystal Clear in Chaos: Your Contact Center Didn’t Lose Its Walls. It Lost Its Acoustics.
In a modern contact center, a customer is three sentences into explaining why her shipment never showed up. The agent, twelve hundred miles away in a spare bedroom that doubles as a home office, catches maybe half of it. Not because she’s a bad listener. Because the neighbor’s dog has strong opinions about the mail […]

August 12, 2026
Connect Customer : Best practices for measuring agent connection time in Amazon Connect Outbound Campaigns
When using Amazon Connect Outbound Campaigns with answering machine detection (AMD), contact center managers often perceive long silence periods before customers connect to agents. This perception frequently stems from measuring agent connection time incorrectly starting the timer from when the call enters the system rather than from when the customer finishes speaking. By anchoring your […]

August 12, 2026
SES : Build an AI email pipeline with Amazon Bedrock and SES Mail Manager
In this post, you learn how to build an attachment processing pipeline that automatically extracts email attachments and classifies them with Amazon Bedrock.

August 10, 2026
Connect Customer Lex : Evaluating Amazon Connect Customer AI Agents with DeepEval for MRM
Learn how to build an automated evaluation pipeline for Amazon Connect AI Agents using DeepEval and Amazon Bedrock to meet Model Risk Management requirements. When you deploy an Amazon Connect Customer AI Agent that manages account operations and routes service requests, it becomes a model subject to formal governance. Before deploying any model that influences […]

August 06, 2026
Connect Customer : Amazon Connect Service Quota Monitor
Your Amazon Connect contact center is running at 92% of its concurrent call capacity, and no service quota monitor is watching. The dashboard shows green. Agents are handling calls. Then one more call comes in, and the next 50 callers receive no response. Amazon Connect enforces quotas on more than 300 resource types and API […]

August 03, 2026
Connect Customer Polly : The Signal-Activated Agent Pattern: A reference architecture for proactive government AI
In Part 2 of our two-part series, we discuss the architecture of the Signal-Activated Agent Pattern and its application for proactive government AI. For Part 1, see Signal-activated generative AI: How agencies can reach more people and react faster.

July 29, 2026
Connect Customer : Be the 5%: What we learned by shipping AI at scale
Only about 5% of AI initiatives successfully ship to production at scale. At Amazon, we’ve learned firsthand what separates that 5% from the rest. In this post, we share a tactical playbook for moving your AI pilot into production while keeping your customer and agent experience completely intact. Many organizations excel at launching initial artificial […]

July 28, 2026
EUM : Getting started with AWS End User Messaging Notify
Learn how to use AWS End User Messaging Notify to send one-time password (OTP) verification codes across 200+ countries in minutes, without provisioning phone numbers, managing carrier registrations, or navigating country-specific compliance requirements.

July 28, 2026
Polly : Empowering underserved youth with AI career support: KLCI’s journey on AWS
to meet this demand. The Kayode Alabi Leadership and Career Initiative (KLCI Africa), a nonprofit social enterprise headquartered in Lagos, Nigeria, set out to solve this problem using generative AI and Amazon Web Services (AWS). In this post, we describe how KLCI Africa built Rafiki AI, a WhatsApp-based generative AI career advisor that delivers personalized career guidance to underserved and displaced youth in under 2 minutes.

July 28, 2026
SES : How Fanatics Commerce built a scalable email platform on Amazon SES
Learn how Fanatics Commerce built a scalable transactional email platform on Amazon SES, handling 48x volume growth across peak seasons while maintaining high deliverability through managed dedicated IPs, multi-tenant isolation, and real-time observability.

July 27, 2026
Connect Customer : AWS Weekly Roundup: Local Zone in Athens, Claude Opus 5 on AWS, Lambda durable execution for .NET, and more (July 27, 2026)
Last week I had the privilege of spending three days in S\xe3o Paulo with technical builders from across Latin America, brought together for a regional tech event full of deep-dive sessions, hands-on workshops, and conversations with customers and partners. What struck me most wasn’t any single session, it was the energy of a technical community […]

Amazon Contact Center Blogs

August 25, 2026: TUI Cuts Customer Experience Fragmentation with Amazon Connect Customer | Amazon Web Services

August 25, 2026: U.S. Bank streamlines customer experience using Amazon Connect Customer | Amazon Web Services

August 25, 2026: Singapore’s CPFB: Modernizing Customer Service with Amazon Connect Customer| Amazon Web Services

August 25, 2026: AWS re:Invent 2025 - UC San Diego Health modernizes patient engagement with Amazon Connect Customer

August 25, 2026: Kereis Modernizes Insurance CX with Amazon Connect Customer | Amazon Web Services

August 25, 2026: So Energy Builds an AI-First CX with Amazon Connect Customer | Amazon Web Services

August 25, 2026: Jupiter Medical Center improves access to care with Amazon Connect Customer | Amazon Web Services

August 25, 2026: American Airline's CX Transformation with Amazon Connect Customer | Amazon Web Services

August 03, 2026: Amadeus Transforms Travel CX with Amazon Connect Customer | Amazon Web Services

July 28, 2026: CCW 2026: Dominion Energy’s AI-Powered Transformation with Amazon Connect Customer

Please visit @AmazonWebServices on YouTube

August 12, 2026
Manager assistant is available in preview
Manager assistant provides conversational access to your contact center performance data. You can ask operational questions in plain language, request investigations of metric changes, and generate charts and summaries. For more information, see Manager assistant .

August 11, 2026
Handling email loops
Added guidance on preventing automated email loops caused by bounce notifications (Non-Delivery Reports) and out-of-office replies. For more information, see Handling email loops .

August 04, 2026
Feature name changes for Amazon Connect Customer
Updated feature names throughout the admin guide to align with the July 2026 naming guidance. The following feature names changed:

July 30, 2026
Updated porting requirements for Thailand
Porting local telephone numbers in Thailand now requires a completed form with contact name, contact phone number, and contact email address. For more information, see Thailand in the Region requirements for ordering and porting phone numbers topic.

July 30, 2026
Connect Customer now supports Vietnamese phone numbers
Customers may now use Vietnamese phone numbers with Connect Customer through our telephony partner. For more information, see Vietnam phone number requirements .

July 30, 2026
Updated porting hours for New Zealand
The window for porting New Zealand phone numbers is now 8 AM to 3 PM NZT. For more information, see New Zealand portability .

July 27, 2026
Postal code time zone requirements
Clarified that when you configure a Journey or campaign to detect a recipient's local time zone using postal code, you must populate your customer profile's Address.Country together with Address.PostalCode . This is the only time zone detection method that requires Country . For more information, see Time zone and Time zone .

July 24, 2026
Optimize Connect Customer audio for Azure Virtual Desktop and Windows 365
You can deliver high-quality voice experiences in Azure Virtual Desktop (AVD) and Windows 365 Virtual Desktop Infrastructure (VDI) environments. Using Microsoft Multimedia Redirection (MMR), Connect Customer redirects audio from the session host to the agent's local device, improving audio quality by reducing network hops. For more information, see Optimize Connect Customer audio for Azure Virtual Desktop and Windows 365 .

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.