With agentic CX designer, the business and CX teams who know your customers best design the whole experience on a no-code visual canvas. They choose which steps follow strict rules and which ones the AI handles. What used to take months now takes weeks. Live Sync runs on the same governed flow, so a customer can speak, see, and act at the same time across voice and screen. Live Sync is the only native enterprise customer experience technology that synchronizes voice with an on-screen interface in real time.

Why it matters to your business:

• Experiences ship in weeks, because business teams design them on a no code visual canvas instead of waiting on engineering.
• Governance is built in when the experience is designed, and every AI action can be reviewed.
• Teams test and simulate before going live, so they reach production with confidence.
• Once an experience is live, the system learns from every interaction.
• Available in 9 AWS Regions

Skill Builder Course & Badge:

Ready to build your first agentic experience? This course takes you from zero to production — learn how to blend deterministic flows with generative AI on the visual canvas, wire up APIs and knowledge bases, craft prompts that actually work, and ship confidently using built-in testing, analytics, and A/B testing. By the end, you'll have the skills to design, build, and optimize conversational AI experiences — and earn your badge.

• Skill Builder Course - Getting Started with Agentic CX Designer

Resources:

• What's New
• Blog - Blend Structured Business Logic with Agentic AI
• Blog - Be the 5%: What We Learned by Shipping AI at Scale
• Admin Guide - ACXD
• Admin Guide - Agentic CX flow block
• Admin Guide - Live Sync

Agentic CX designer, Platform SDK:

• Developer Guide
• GitHub - amazon-connect/agentic-cx-designer-sdk
• npm - amazon-connect-acxd-sdk

Touchpoint SDK

• Developer Guide
• GitHub - amazon-connect/touchpoint
• npm - @amazon-connect-touchpoint/web

Every unfilled role slows output and drains revenue while strong candidates move on. Amazon Connect Talent puts decades of Amazon hiring science to work. It interviews and assesses candidates at scale, around the clock, then gives recruiters a morning dashboard of scored candidates with full transcripts and clear reasoning.

Recruiters stop managing the workflow and start making faster, better-informed decisions. They keep final authority on every hire.

Why it matters to your business:

• Shorter time-to-hire: AI-led interviews run day and night, so applications never sit waiting
• Revenue protected: Seats fill before unfilled roles cost you output and customers
• Higher quality of hire: Evidence-based scoring surfaces strong candidates you would have missed
• More recruiter capacity: AI handles screening, so your people can focus on the decision

Skill Builder Course:

Amazon Connect Talent is an agentic AI-powered hiring solution that helps enterprises and mid-market organizations hire quality candidates at scale. The course introduces recruiters and candidates to the features and benefits of Amazon Connect Talent. In this course you will learn how AI agents conduct interviews, assess candidates, and accelerate hiring decisions while keeping recruiters in control.

• Skill Builder Course - Scaled Hiring With Amazon Connect Talent

Resources:

• What's New
• Blog - Reduce time-to-hire for quality candidates with AI-powered Amazon Connect Talent
• LinkedIn - Launch Video
• Website

Amazon Connect Customer AI agents can now work with each other, and with AI agents built outside Connect Customer, during a live interaction. They collaborate over the open Agent-to-Agent (A2A) protocol through text or bidirectional voice. For example, a bank's frontline AI agent handling a customer call can hand a fraud risk assessment to a specialist scoring AI agent. It then uses the result to approve the transaction on the spot and transfers a complex dispute to another AI agent, which resolves it directly with the customer.

AWS worked with the A2A Technical Steering Committee at the Linux Foundation to add voice streaming and session continuity across the whole interaction to the protocol. Connect Customer passes context between the AI agents, so the customer gets one consistent experience.

Why it matters to your business:

• Specialist AI agents join a live interaction, so more requests are resolved without transferring the customer.
• AI agents built outside Connect Customer can now serve your customers over an open protocol.
• Every AI agent in an interaction runs under the same observability, guardrails, and escalation controls.
• One contact record shows what each agent said, which tools it called, and how long each step took. That record feeds analytics and AI quality management.

Resources:

• What's New
• Admin Guide - A2A Collaboration
• Developer Guide

🚀 Launch Announcement: EUM SES : AWS End User Messaging and Amazon SES now offer AI agent skills for the AWS MCP Server

AWS End User Messaging and Amazon SES now publish AI agent skills for the AWS MCP Server, enabling developers to build and send messages by asking their AI coding agent in plain language. Previously, developers had to navigate multiple documentation pages and management console screens to complete messaging tasks. Now, each skill provides your agent with step-by-step, validated guidance for tasks like verifying sending identities, building branded Rich Communication Services (RCS) agents, and sending production emails.

These skills integrate with popular AI coding agents including Claude Code, Codex, Cursor, and Kiro. For example, you can ask Amazon SES to verify a sending identity and send your first production email. You can ask AWS End User Messaging to build a branded RCS agent and send yourself a rich message with cards and buttons. The skills eliminate the need to manually search documentation or switch between console screens, allowing you to complete messaging workflows directly through natural language commands.

To use these skills, first connect the AWS MCP Server to your agent. In Claude Code, Codex, and Cursor, the aws-core plugin bundles the server and a curated set of skills in one install. In Kiro and other agents, you add the server to your MCP configuration file. Then add the skill for the channel you want, and your agent is ready to guide you. For details on what each skill does and how to install it, see the AWS End User Messaging SMS and RCS agent setup guide , the AWS End User Messaging WhatsApp agent setup guide, and the Amazon SES agent setup guide .

🚀 Launch Announcement: EUM : AWS End User Messaging now supports voice calling on WhatsApp

AWS End User Messaging now lets businesses place and receive voice calls with their customers directly inside WhatsApp, using the same verified business identity they already use for messaging. With WhatsApp voice calling, a conversation can move seamlessly from a chat thread to a voice call without switching to a separate channel or application, so context is never lost and customers stay in the message thread where the conversation started.

Voice calling works in both directions. Customers can call a business from within a WhatsApp chat, and businesses can call customers who have granted permission to be contacted. You can enable and manage WhatsApp voice calling on a registered WhatsApp business phone number using either the AWS End User Messaging console or the API.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now provides routing step data in the analytics data lake

Amazon Connect Customer now provides routing step data in the analytics data lake, making it easier for customers to generate insights from routing decisions. Using the data lake, customers can leverage Amazon Athena and Amazon Quick to analyze trends, such as contacts queued and contacts joined at each routing step, without complex data pipelines. For example, an analyst can now report on how contacts progressed through each routing step, identify where agent matching criteria were relaxed, and measure the impact of routing step configurations on wait times and agent utilization.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer launches agent-to-agent collaboration

Amazon Connect Customer now supports agent-to-agent collaboration, giving customers the choice to bring in specialized AI agents during a live interaction to resolve a customer request. With this launch, Connect Customer AI agents can collaborate with each other, and with AI agents outside Connect Customer, over the open agent-to-agent (A2A) protocol through text or bidirectional voice. For example, a bank's frontline AI agent handling a customer call can delegate a fraud risk assessment to a specialist scoring AI agent, use the result to approve the transaction on the spot, and then transfer a complex dispute to another AI agent that resolves it directly with the customer.

Working with the A2A Technical Steering Committee at the Linux Foundation, AWS expanded the protocol to support voice streaming and interaction-level session continuity required for customer engagement. When using A2A, Connect Customer coordinates context passing between the AI agents so customers get a consistent experience, with unified observability, guardrails, and escalation controls across all the AI agents in an interaction. Administrators see one contact record showing what each agent said, which tools it called, and how long each step took, all captured as a single interaction for analytics, AI quality management, and to drive continual improvement.

🚀 Launch Announcement: SES : Amazon SES now supports tenant-level deliverability insights

Amazon Simple Email Service (SES) now supports tenant-level deliverability insights in Virtual Deliverability Manager (VDM). Tenant management allows email senders to isolate email sending across customers, business units, or applications. Previously, VDM provided deliverability metrics at the account, ISP, sending identity, and configuration set levels. Now, customers who use tenants and have enabled VDM can also monitor the deliverability of each tenant.

The VDM dashboard adds a Tenants view with per-tenant metrics (send volume, deliveries, bounces, complaints, opens, and clicks) and a detail page that breaks those metrics down by mailbox provider and by associated identities and configuration sets. Customers can also search and export a tenant's sent messages, or query tenant metrics programmatically using the BatchGetMetricData API operation's new TENANT_NAME dimension. This helps senders identify the tenant causing a deliverability issue and correct it without impact to their other tenants.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer custom metrics now supports tag-based access control

Amazon Connect Customer now supports tag-based access control for custom metrics, so you can govern which users and roles can view, create, or modify each custom metric.

As more teams across your organization adopt custom metrics, they end up editing the same shared library. Without controls, one person can change a metric that other teams count on. The usual fix is to give only a handful of people permissions to custom metrics, but that shuts out every other team that wants to start using them.  

Now you can tag each metric, then use those tags to set access: a team gets full control of their own metrics, view-only access to another team’s, and no visibility into the metrics you restrict. Search follows the same access rules, so people only see the metrics they’re allowed to view or manage.

🚀 Launch Announcement: Connect Talent : Amazon Connect Talent is now generally available

Amazon Connect Talent is now generally available, giving talent acquisition leaders an AI-powered hiring solution that accelerates candidate selection at scale. Informed by decades of Amazon's hiring science, Amazon Connect Talent uses AI agents to conduct structured voice interviews, administer evidence based assessments, and score candidates consistently, freeing recruiters to focus on strategic decisions. Candidates interview 24/7 from any device. Recruiters review scores, transcripts, and detailed candidate evaluations generated by their AI teammate, empowering them to make faster hiring decisions with consistent objectivity.

GA capabilities include competency based assessments, AI-led voice interviews with adaptive questioning, a brand-customizable mobile-first candidate portal, and system admin onboarding tools for easy deployment. Amazon Connect Talent scales to handle hiring surges, evaluating hundreds of candidates simultaneously. Amazon Connect Talent is now available in AWS US East (N. Virginia) and US West (Oregon) regions. To learn more, visit the Amazon Connect Talent page .

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now lets you create, manage, and search custom metrics through APIs

Amazon Connect Customer provides a library of standard metrics. Custom metrics let you go further; defining the measurements unique to your business. But managing them across various instances manually means definitions slowly drift until the numbers no longer align. A metric you can't trust is worse than no metric at all, because people still make decisions on it.

Now you define a metric once and manage it programmatically through seven new API operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, and UpdateMetricMetadata) so your definitions stay consistent as you scale across queues, teams, and environments. For example, a customer experience leader noticing a drop in self-service completion rates can define a custom metric that tracks the percentage of interactions where customers abandon and request a live agent within 90 seconds. Using the API, an AI-powered operations assistant can automatically create the metric and publish it to a monitoring dashboard — no manual console work, no definition drift across environments. Every change is tracked in AWS CloudTrail, giving you a complete audit trail.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer can now import evaluation form PDFs using AI

Amazon Connect Customer now lets managers import a PDF of an evaluation form from a third-party quality management application, and automatically recreates it in Connect using AI, making it easier to migrate an existing quality program into Connect. Instead of rebuilding an existing form question by question, you upload the PDF and choose the preferred scoring method, either percentage or points-based, and Connect Customer automatically extracts the sections, questions, answer options, and scoring into a draft evaluation form. You can also provide natural language instructions to import the form more accurately or to adjust it as it's created — for example, splitting a broad question into simpler ones — minimizing the manual edits needed before you activate the form.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now enables agents to bid on preferred shifts

Amazon Connect Customer now enables agents to bid on preferred shifts, giving them more control over their work schedules. Schedulers first establish agent ranking either by uploading a CSV file or generating a randomized ranking. Connect Customer then uses forecasted demand and shift profiles to generate available shifts and presents them to agents to rank. For example, in a Monday–Friday 6AM–10PM shift profile with 9-hour shifts, required shifts are 6AM–3PM (500 agents), 9AM–6PM (800 agents), and 1PM–10PM (600 agents). Once the bidding window closes, Connect Customer automatically assigns each agent to their highest-ranked available shift while using agent ranking as a tiebreaker. Shift bidding gives agents a structured way to influence their own schedules, while reducing the time schedulers spend on manual shift assignments, improving both agent satisfaction and scheduling efficiency.

🚀 Launch Announcement: EUM : AWS End User Messaging strengthens SMS deliverability with automatic failover

AWS End User Messaging is advancing its deliverability capabilities in phone pools. Now, customers sending through phone pools automatically benefit from automatic failover to the next best performing number in the pool when SMS delivery is impacted from downstream disruptions.

SMS deliverability can be affected by drops or delays when trying to reach the end recipient while it's being routed from AWS to messaging providers and eventually mobile carriers. These disruptions can hit the most important parts of your messaging program, including delivery notifications, one-time passcodes, reminders, and other time-sensitive messages. AWS End User Messaging watches for delivery delays, message failures, or drops in conversion and reroutes traffic to a more optimized delivery path.

🚀 Launch Announcement: EUM : AWS End User Messaging now supports Dynamic Flows in WhatsApp

AWS End User Messaging now supports dynamic WhatsApp flows so you can turn WhatsApp conversations into rich, interactive experiences that end-users complete directly in WhatsApp.

Instead of pushing end-users to a website or a separate form to complete an interactive experience, you can instead guide them through an appointment booking, lead generation, sign-up, survey or a transaction directly in the chat. Customers can start building a flow using one of Meta's stater templates with familiar building blocks like text inputs, date pickers, drop downs, and buttons, or customize the flow from scratch. With dynamic flows, each screen can call your own HTTPS endpoint in real time, so you can show live availability, and personalize each step in the flow for your end-users.

You build and manage flows entirely in AWS End User Messaging Social, through the console or APIs. Define a flow with a JSON schema, then deliver it with a message template to reach customers where they are.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now lets you set specific capacity limits for different types of Tasks and Emails

Amazon Connect Customer now gives contact center managers the ability to set specific capacity limits for different kinds of work. Previously, concurrency settings were applied at the channel level so all contacts within a channel were treated the same regardless of complexity or effort required. With this launch, managers can classify Task and Email contacts into workload types based on complexity, priority, or business function, each with its own concurrency and interruption rules. For example, a manager can configure agents to handle up to 3 simple, low-effort Tasks concurrently while limiting complex, high-attention Tasks to 1 at a time.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer Profiles now sends events when customers enter or exit segments

Amazon Connect Customer Profiles now sends segment membership events, providing the ability to receive real-time and scheduled notifications when customer profiles enter or exit a segment, such as high-value customers or low-satisfaction customers. Previously, detecting when customer profiles joined or left a segment required exporting entire segments at regular intervals and running custom scripts to identify differences. This manual process consumed resources, introduced errors, and created multi-hour delays between a customer qualifying for a segment and downstream systems acting on it.

With segment membership events, Customer Profiles automatically evaluates and streams membership changes directly to your Amazon Kinesis Data Stream. For segments built with standard conditions, changes are detected in near real-time as profile attributes update. For enhanced segments (using Spark SQL), periodic snapshots evaluate membership at configurable intervals and notify you of changes. Each event includes the profile ID, segment name, operation type (joined or left), and whether the change detected occurred in real-time or during a scheduled run, giving you everything needed to activate outbound campaigns, personalization workflows, or retention actions within seconds instead of hours.

🚀 Launch Announcement: AWS Entity Resolution : AWS Entity Resolution adds record-level confidence scores for ML matching

AWS Entity Resolution now provides record-level confidence scores for Machine Learning (ML) based matching workflows, giving you a per-record signal of how confident the model is in each individual identity match. Previously, all records within a match group carried the same group-level confidence score regardless of actual match quality — making it impossible to distinguish a near-certain match from a borderline one. This forced customers to apply a single confidence threshold across all records, limiting the number of resolved identities that could be activated downstream.

With record-level confidence scores, each resolved record now carries its own score reflecting actual match quality. This gives you the precision to qualify more records for activation by applying differentiated thresholds — using higher confidence for automated merges and lower thresholds to include additional records that still meet quality standards. The result is larger addressable audiences and improved lead conversions, while maintaining compliance-grade match transparency with audit-ready evidence for each resolved record. For incremental ML workflows, the existing RecordConfidenceLevel column now reflects the actual per-record score with no schema changes required.

🚀 Launch Announcement: SES : Amazon SES now supports S/MIME email signing

Amazon Simple Email Service (SES) now supports Secure/Multipurpose Internet Mail Extensions (S/MIME) signing, giving you a way to help recipients verify your emails are authentic. An S/MIME signature lets recipients confirm that a message was sent by the holder of the From address and that its content was not altered in transit.

Previously, senders who needed S/MIME had to sign each message themselves before submitting it to SES, adding complexity to their sending. With this feature, you store your signing certificate in AWS Certificate Manager and enable S/MIME signing for your sender identity. SES then signs your messages automatically as you send, so you don't have to sign messages yourself beforehand. Recipients whose email clients don't support S/MIME can still read the message normally. This gives security-conscious senders a simple way to add digital signatures to their email while continuing to use their existing SES setup.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer expands automated performance evaluations to Malay

Amazon Connect Customer now automates evaluations of human and AI agents in Malay using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in Malay. This enables multilingual contact centers to use a standardized evaluation framework across languages.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer announces general availability of agentic CX designer

Amazon Connect Customer announces the general availability of agentic CX designer, a no-code canvas for designing and deploying AI-powered self-service experiences. You can now build and launch voice and digital experiences that bring agentic and deterministic AI together to transform how you serve customers with the control and reliability enterprises demand. Your business teams users can go from designing conversations and integrating with the systems that run your business, to testing, to launching production-ready experiences in weeks, not months.

Agentic CX designer gives you the clarity of a flowchart with the power of a large language model. On a visual canvas you define the logic, guardrails, and integrations, and the model handles the natural conversation. For outcomes that have to be exact, such as eligibility, approvals, routing, or compliance, you define the workflow and the conversation follows it. You build, test, and deploy in the same place, so the team that designs an experience can validate it and put it into production without writing code or handing the work to engineering.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer dashboards now support compact mode

Amazon Connect Customer now offers compact mode on the analytics dashboards, increasing data density so supervisors can see more of their operational data without scrolling. Compact mode reduces widget size, font, and minimizes filters to maximize screen space. For example, a supervisor on a 13-inch laptop toggles compact mode, which reduces row height, enabling them to view all team agents on the widget without scrolling and spot non-adherent agents faster.

🚀 Launch Announcement: Connect Customer : Amazon Connect Global Resiliency now supports cross-region routing of contacts across two active AWS regions

Amazon Connect Global Resiliency now supports cross-region routing of contacts to agents across two linked AWS regions. For example, a contact arriving in US East (N. Virginia) is offered to the longest-available matching agent whether that agent is in US East (N. Virginia) or US West (Oregon), while managers view analytics and search contacts across both regions as a unified contact center.

Because both regions now carry live traffic at all times, neither sits idle as an untested standby. Your full configuration and any integrations are exercised continuously in both regions, providing confidence that either environment is ready to absorb the full workload whenever you need it. You retain full control over how traffic is distributed, and can shift new contacts and agents to a single region at any time.

Global routing is supported in all AWS regional pairings where Amazon Connect Global Resiliency is available : US East (N. Virginia) and US West (Oregon), EU (Frankfurt) and EU (London), Asia Pacific (Osaka) and Asia Pacific (Tokyo). To obtain access to this feature, contact your AWS account team or an AWS representative. To learn more, visit the Amazon Connect website or see Set up Amazon Connect Global Resiliency in the Amazon Connect Administrator Guide.

What's New with AWS

September 21, 2026
Connect Talent : AWS Weekly Roundup: AWS Builder Center mobile apps, Amazon Connect Talent GA, Amazon Corretto 27, and more (September 21, 2026)
Living in the Netherlands, I spend a fair amount of time on trains, and that is usually where I catch up on what the builder community is writing. Until now, that meant opening a laptop or squinting at a browser tab on my phone. This week I found myself scrolling through trending articles and checking […]

September 18, 2026
SES : Achieving CNIL/EU ePrivacy compliance for email tracking with Amazon SES
Multiple data protection authorities now require explicit opt-in consent before tracking email opens and clicks. Learn how to use Amazon SES configuration set overrides and separate configuration sets to honor per-recipient tracking consent for EU and UK privacy compliance.

September 17, 2026
Connect Customer : Free Sandbox Environments for Amazon Connect Customer on AWS Builder Center
Introduction Amazon Connect Customer workshops are now available with free sandbox environments on AWS Builder Center. This means you can get hands-on experience building agentic AI solution that helps enterprises deliver exceptional customer experiences at every touchpoint with no AWS account required, no credit card needed, and no surprise bills. Whether you’re a developer exploring […]

September 17, 2026
Connect Talent : Reduce time-to-hire for quality candidates with AI-powered Amazon Connect Talent
Amazon Connect Talent is an AI hiring solution built for talent acquisition leaders managing scaled hiring. It delivers AI-led interviews, data-driven assessments, and consistent evaluation, helping recruiters identify strong candidates more efficiently while providing applicants with a flexible interview experience. Informed by decades of Amazon's hiring science, Amazon Connect Talent provides transparency for every assessment, interview, and candidate score, enabling recruiters to stay in control of final hiring decisions.

September 15, 2026
Connect Customer : Ensure outbound and transfer call delivery by configuring caller ID in Amazon Connect
1. Introduction When an agent places a call is placed through a quick connect or the number pad using the contact control panel (CCP), the outbound caller ID depends on whether the agent is already on an active call. This blog explains how Amazon Connect Customer selects the caller ID in each scenario and how to […]

September 15, 2026
Connect Customer : Best practices for building a Customer Effort Score (CES) system with Amazon Connect Customer
Your Amazon Connect Customer contact center measures customer satisfaction (CSAT), but CSAT doesn’t predict whether customers will stay. Research suggests high-effort service interactions are the strongest driver of customer disloyalty. Customer Effort Score (CES) measures how easy it was to get an issue resolved — the strongest predictor of loyalty and churn. Most organizations lack […]

September 15, 2026
Connect Customer : Automate Agent Schedule Tracking with Amazon Connect Customer Campaigns
Introduction Proactive outbound campaigns can transform how Business Process Outsourcing (BPO) operations handle agent schedule tracking. Managing Contact Centre agent schedules across diverse locations, time zones, and contact center platforms is a persistent challenge. By some estimates, supervisors spend up to 20% of their time tracking schedules and sending shift reminders, while agents struggle with […]

September 15, 2026
Connect Customer Lex : How AWS Professional Services delivers enterprise contact center transformation at scale
Contact center modernization presents a dual challenge: organizations need both budget certainty for transformation initiatives and enterprise-scale management capabilities to operate successfully across multiple business units, regions, and lines of business. Three recent AWS Professional Services engagements demonstrate how combining fixed-price delivery models with proven accelerators delivers comprehensive transformation with clearly defined costs, measurable outcomes, […]

September 15, 2026
Connect Customer : Customize AI in Amazon Connect Customer: Agents, Prompts, and Guardrails
Introduction Artificial intelligence (AI) Agents, Prompts, and Guardrails give contact centers extensive control over how generative AI engages customers and supports human agents. Built into the next generation of Amazon Connect Customer, these three features let you select the right large language model (LLM) for each task and configure how it behaves within your contact […]

September 02, 2026
Connect Customer : Blend structured business logic with agentic AI to deliver delightful conversational experiences
The self-service experience your customers deserve — and how to build it  Mateo Jackson runs customer experience at AnyCompany Internet, and for two quarters his team has watched the same pattern. A customer explains the problem to a bot that cannot help, repeats it to a second one, then waits on hold for a person […]

September 02, 2026
Connect Customer Lex : How MTC’s 511 program uses Amazon Connect to serve 1.6 million callers
Whether it’s checking when the next bus, train, or ferry departs, finding out about a freeway closure, or getting a broken-down car towed off the Bay Bridge, the region’s 511 traveler information service is a critical public resource. Its phone service runs on Amazon Web Services (AWS) using services Amazon Connect Customer and Amazon Lex.

September 01, 2026
Wickr : AWS expands its Defending Digital Campaigns offering for the 2026 election cycle
This post describes the program for the 2026 cycle, the services it covers, and how eligible campaigns and committees can enroll. Since AWS first joined DDC in 2020 and expanded the offering in 2022 and again in 2024, eligible campaigns and committees of any size and on either side of the aisle have used these services to protect the data, identities, and applications they rely on through Election Day.

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.

Amazon Contact Center Blogs

Salesforce Contact Center with Amazon Connect - Generative AI Concepts, Features and Architecture (200 - Intermediate Level, 2 hours Duration)
This is part of Salesforce Contact Center with Amazon Connect (SCC-AC) workshop series, this module covers Generative AI concepts, features and high level architecture from Amazon Connect perspective.

Amazon Connect Workshops

September 23, 2026: Centrica boosts NPS 89% with Amazon Connect Customer | Amazon Web Services

Please visit @AmazonWebServices on YouTube

September 11, 2026: The Amazon Connect Podcast - Ep.23 - How do we use customer feedback w/ Abhishek Pandey

September 09, 2026: The Amazon Connect Podcast - Ep.21 - Where have we/I been?

Please visit @AmazonConnectEnablement on YouTube

September 21, 2026
Create and configure data tables
Expanded the data tables documentation, including data table expressions, default values, lock levels, CSV import and export, and record-based access control. For more information, see Create and configure data tables .

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.