Customer experience is becoming the competitive moat. The companies investing in AI-powered CX right now aren't just improving service metrics. They're making it structurally harder for competitors to win their customers back. The window to act is narrowing.

The problem? Most teams know this intuitively but can't translate it into a business case that gets funded. They lead with cost savings when they should be leading with business impact: revenue growth, customer retention, competitive positioning.

Join us for a free virtual event that will help you rethink how you approach customer experience in the agentic AI era. Through a mix of sessions with AWS leaders and partners, you'll walk away with:

• A clear framework for getting AI out of pilot and into production - learned from what actually works at scale
• A practical look at what it takes to go from idea to live agentic experience in weeks, not months
• Numbers and a narrative your leadership can leverage - starting with business impact, not just cost savings

A million calls a month. Nearly one third of them never reaching the right place. For One NZ, that was the distance between a customer calling in and actually being heard, and a system that could only improve twice a year couldn't close it.

This is the story of how One NZ rebuilt their customer experience on Amazon Connect and turned two chances a year to get it right into 518. In New Zealand, business runs on trust: being heard, belonging, never being left waiting. See how One NZ built a system that lives up to it.

When someone calls 211 in a crisis, seconds matter. See how United Way cut wait times from 11 minutes to under 2 with Amazon Connect.

United Way is an essential part of the care coordination ecosystem, the virtual front door for people in crisis. But the system they inherited in 2023 was fragmented. The average wait time was 11 minutes, with one in five callers giving up before reaching anyone.

After moving to Amazon Connect, United Way cut that wait time to under two minutes and now sees full completion of the calls they receive. For the people on the other end of the line, like a single mother calling for emergency shelter, it means reaching real help when it matters most, and knowing they're not alone.

This is a Moments That Matter story about what changes when the technology behind a crisis line finally matches what's at stake.

After careful consideration, we have made the decision to put the Amazon Chime SDK PSTN Audio service into Maintenance Mode, effective September 29, 2026. As of this date, there is no new feature or capability development for the service, and as of October 29, 2026, the service is no longer open to new customers.

During Maintenance Mode, the service remains fully supported and AWS will continue to provide bug fixes and security updates for existing customers, however new feature requests will no longer be considered.

We recommend that customers migrate their PSTN Audio applications and implement any new telephony workloads on Amazon Connect Customer for similar capabilities to PSTN Audio and more advanced features for IVR design, managed compliance, and agentic AI customer engagement. Amazon Connect Customer is a purpose-built agentic AI solution that delivers personalized customer experiences at enterprise scale. It offers visual no-code flow design, built-in carrier-grade telephony, real-time analytics, and AI capabilities including agentic voice and agent assist, all with pay-per-use pricing and no minimum commitments.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now lets you view metrics by customer lifetime value and repeat-caller status

Now you can view your metrics across customer segments: customer lifetime value (LTV) and repeat callers. See how any metric differs for repeat callers versus the rest of your contacts, or how results hold up among your highest-LTV customers; so you can spot the groups trending the wrong way before it shows up in the aggregate. Where a segment is underperforming, you can act. Route high-LTV customers to your most effective people, adjust the knowledge bases and self-service flows that repeat callers are falling back from, or refine agent guidance for segments where satisfaction is slipping. The segment tells you where to look; the metrics tell you what to fix.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now measures the outcomes that drive retention and revenue

Amazon Connect Customer now scores the outcome of your customer interactions. It shows whether the customer left satisfied, is at risk of churning, made a purchase, or resolved their need in self-service. You can now see whether an interaction worked, not just how efficiently it ran. Each metric comes with a default definition you can adjust to match how your business defines success and are available both through the analytics dashboards and APIs.
 

🚀 Launch Announcement: Connect Customer Lex : Amazon Connect Customer expands testing and simulation to validate flow action outcomes

Amazon Connect Customer now enables you to validate the outcomes of your customer experience flow actions during testing and simulation. In addition to confirming that an action started, you can now verify the data it returns when it completes, such as a Lambda function response, an Amazon Lex resolved intent, or the variables set by an Agentic CX block. When a test fails, you can pinpoint the exact action that returned an unexpected result instead of tracing it back from a downstream step, so you can resolve issues faster and launch flow changes with greater confidence.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer Global Resiliency now supports persistent chat across linked AWS Regions

Amazon Connect Customer Global Resiliency now provides customers a mechanism to deliver long, persistent chat experiences across linked AWS Regions. With this capability, end users can resume previous conversations with full context, metadata, and transcripts carried over across Regions, eliminating the need for end users to repeat information and allowing agents to provide personalized service with access to the entire conversation history across AWS Regions.

For example, an end user can start a chat in US-East (N. Virginia) and later come back to it in the linked US-West (Oregon) Region, continuing the same conversation with an agent with full conversation history and chat attachment. To adopt this capability, onboard to Global routing .

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now supports customizing the Customer Profiles app on the agent workspace

Amazon Connect Customer Profiles now allows administrators to customize which customer data that agents see in the agent workspace, and how it is displayed, using layouts they build in Profile Explorer. Customer Profiles provides agents with a real-time, unified view of each customer during interactions, combining contact history with customer data from multiple sources. Agents who handle different kinds of requests need different customer data in front of them.

Within Profile Explorer, administrators can create and save each layout of Customer Profiles widgets, such as contact history, contact information, and lifetime value calculated attributes, and assign it to agents in place of the legacy Customer Profiles view. For example, an airline baggage claims agent sees contact history, active flights, and baggage ticket information, while a loyalty agent sees loyalty status, preferences, and upcoming flights. Layouts can also include an AI Profile Summary that focuses the agent's attention on key customer insights by summarizing the customer profile.

You can use Profile Explorer in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer launches two new layouts for agent workspace

Amazon Connect Customer now offers two different layouts that optimize screen space on the agent workspace. Contact center agents spend hours each day in the agent workspace, which includes all of the contact controls and applications they need to resolve customer issues. Agents who handle different channels and workflows want the workspace arranged differently, so that they can quickly read, respond, and access their tools. Now, administrators can choose the best layout for each team, maximizing agent efficiency and satisfaction.

On the Modern layout, contact controls are at the top of the workspace, maximizing screen space for the applications beneath during voice calls. When agents handle chat, email, and task contacts on the Modern layout, they now have a taller, wider area to read and respond. The Classic layout offers a familiar experience for agents already using the agent workspace, now with contact controls that expand and contract by channel and a resizable agent assist application. Administrators can assign the Modern layout to a team migrating from another agent desktop with controls at the top, while teams already familiar with the agent workspace can use the Classic layout.

You can use the new layouts for the Amazon Connect Customer agent workspace in the following AWS regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more and get started, see the agent workspace in the Amazon Connect Customer administrator guide.

🚀 Launch Announcement: Polly GovCloud : Polly Generative engine upgraded with more natural speech, 14 new voices, and 2 new languages

Today, we are introducing a new model behind the Amazon Polly Generative engine that delivers more natural-sounding, accurate speech output with low latency. With this upgrade, you get access to an enhanced voice portfolio with higher overall quality, 14 new voices across nine locales, and two new languages—Hindi and Finnish—now generally available on the Generative engine for the first time. New voices include Kenneth and Nate (US English), Russell and Curtis (Australian English), Kiara and Arjun (Hindi and Indian English), Tina (German), Carlos (US Spanish), Leo and Carolina (Brazilian Portuguese), Hyunduk (Korean), and Suvi (Finnish).

Amazon Polly is a fully managed service that turns text into natural-sounding speech. This drop-in model upgrade makes Generative voices more natural and accurate. Complex content such as numbers, email addresses, and street addresses is designed to sound more reliable, reducing the need to fine-tune speech output. You can continue to use Speech Synthesis Markup Language (SSML) tags to control speech output on the Generative engine, just as before. The low-latency streaming API makes it easy to build contact center experiences, chatbots, and large language model (LLM) based agentic voice applications for real-time conversations. The richness and variety of voice options are also well suited for news, media, entertainment, e-learning, and accessibility use cases. This launch also expands the Amazon Polly Generative offering to AWS GovCloud, providing more options for public sector and regulated industries.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer Global Resiliency now provides business users visibility into resiliency readiness across linked Regions

Amazon Connect Customer Global Resiliency now provides a Global Resiliency page in the admin website, giving administrators a single place to review their Region switch readiness. The page shows an overall readiness status and lists the resources that Global Resiliency natively replicates, including which resource types are in sync, which are still pending synchronization, and which need action. For example, if a phone number or user is not associated with a traffic distribution group, the page flags it and lets the administrator associate the affected resources directly from the page. With this readiness overview, administrators can review their resiliency posture at any time and verify that their instance is ready for a Region switch.

🚀 Launch Announcement: EUM : AWS End User Messaging adds registration improvements for faster, higher-quality submissions

AWS End User Messaging now makes it easier to complete messaging registrations correctly the first time, with clearer guidance, explicit field requirements, and help avoiding the most common rejection reasons. Registrations ask for compliance evidence such as opt-in proof and sample messages, and submissions are often delayed or denied when that evidence is incomplete or a required field is missed. These improvements give you worked examples, surface exactly which fields you must provide, and walk you through the content that most often causes denials.

First, example mock-ups of a compliant opt-in and sample messages are now included for US 10DLC, US short code, US toll-free and RCS registrations, so you can see what a compliant submission looks like before you build your own. Second, the registration API response now surfaces conditional logic, so you and your AI agents no longer have to guess which fields are required based on other field values. The response tells you which fields are required for your specific registration. Third, RCS registration now includes a walkthrough for recording the compliant video that agent registrations require.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now enables you to use flow modules in agentic CX designer

Amazon Connect Customer now enables you to use flow modules as data requests in agentic CX designer, so you can build and apply reusable logic across your customer experience flows. You can run a flow module at a fixed step in a conversation with a Data request node, or give it to a Generative journey as a tool to call when the conversation needs it.

With this launch, you can use flow modules to update customer profiles and cases, create tasks, look up data tables, send an SMS confirmation, or check hours of operation and staffing before escalating to a human agent. You can also retrieve data that sits inside a private network, such as core banking, policy, or claims systems. For example, a flow module can invoke an AWS Lambda function in your VPC to return an account balance or claim status in the middle of an interaction.

🚀 Launch Announcement: EUM : AWS End User Messaging now offers managed OTP verification end-to-end

Today, AWS End User Messaging announces end-to-end managed one-time passcode (OTP) verification in Notify. You get a working OTP solution in under five minutes, including AWS phone numbers and code verification, without setting up a phone number, registering with carriers, or managing how messages are delivered. Before, you generated the passcode yourself and passed it to Notify to send, and you built and maintained the logic to create, store, and expire codes. Now Notify generates the code, delivers it, and verifies the code the recipient enters, so you ship a complete verification flow and skip that work entirely. You can deliver codes over text, voice, and now WhatsApp.

You set the rules once in a notify code configuration: the code type, length, how long it stays valid, and how many attempts a recipient gets, along with your templates for each channel. From then on, one call sends a code to a recipient on the channel you choose, and another checks the code they enter.

🚀 Launch Announcement: EUM : AWS End User Messaging now supports Brand Profiles

Today, AWS End User Messaging announces Brand Profiles, which let you store your brand and company information once and reuse it across your messaging registrations. To send messages on SMS, RCS, and WhatsApp, you register your brand with carriers and messaging providers, and today you fill in the same company details, address, contact information, and use case by hand on every form, for each channel and country. That repeated entry slows every new registration, and a typo or other error can get one rejected and delay when you can start sending. With Brand Profiles, you enter this information once and apply it to each new registration, so you register faster and keep your details consistent across channels and countries. You can use Brand Profiles whether you send for your own brand or manage several brands in a single AWS account.

When you start a registration with a Brand Profile, the service fills in the matching fields from the information you saved and gives you a draft to review before you submit. By default, it matches standard fields such as company name, tax ID, address, and contact details. You can also turn on smart match, which uses AI to fill in fields even when their names differ. You can build a Brand Profile from scratch or start from your existing registrations.

🚀 Launch Announcement: EUM : AWS End User Messaging adds a guided wizard for RCS registration videos

Today, AWS End User Messaging adds a wizard that orchestrates the entire video capture for your RCS agent registration. RCS registrations in multiple countries, including the United States, require a screen recording that demonstrates your messaging experience. To record it, you have to send a specific sequence of messages to a test device, and until now you scripted those messages yourself, which easily introduced errors and made a mismatched or incomplete video one of the hardest parts of registering for RCS.

The wizard now drives each step of the capture for you, sending the right messages in the right order, so you record a compliant video the first time and get your agent approved sooner. The wizard is on all RCS registration forms that require a video submission.

To learn more and get started, see the AWS End User Messaging User Guide.

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now prefills step-by-step guides for after contact work

Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries. Managers can set which information populates each form field. Agents can review and submit rather than manually typing in each field, saving time and improving data accuracy during after contact work.

Contact center agents spend time after each contact entering frequently used information into a step-by-step guide. For example, an insurance agent who finishes a claims call might record the customer’s policy number, a summary of the call, and a disposition code. Now, managers can define rules for which information to extract from the conversation and which fields to automatically fill in the guide. The agent can then check the information, make any necessary corrections, and submit the guide, shortening after contact work and reducing data entry errors.

You can use step-by-step guides with information extraction in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). Contact summaries are also available in Africa (Cape Town).

To learn more and get started, see step-by-step guides in the Amazon Connect Customer administrator guide.  

🚀 Launch Announcement: Connect Customer : Amazon Connect Customer now provides automated checks to improve performance evaluation forms

Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI. While setting up an evaluation form, managers can run an automated check that compares the form against best practices with a single click. Managers then receive a list of evaluation questions that are missing context for AI to score reliably, along with suggestions to make them more specific. For example, the check might flag "Did the agent provide a sales disclosure?" and prompt the manager to define exactly what the agent must disclose before a sale. This helps managers automatically score human and AI agents fairly and accurately, while spending less time refining their evaluation forms.

🚀 Launch Announcement: Connect Customer GovCloud : Amazon Connect Customer now lets business users manage more reference data to adjust contact center configurations in real time

Amazon Connect Customer now lets administrators store more of the reference data that drives their contact center configurations. Administrators can now use data tables to hold up to 20,000 values per table for defining configurations such as operating hours, escalation rules, AI agent prompts or queue assignments that drive contact flows. Administrators can now also export tables, edit hundreds of records, move tables between Connect Customer instances, or load reference data from external systems using tools and sources such as Excel and DynamoDB. Business teams can keep this data current themselves, adjusting their contact center configurations as conditions change without depending on technical resources.

🚀 Launch Announcement: Chime : AWS Service Availability Updates

We're announcing availability changes to the following AWS services and features.

Services moving to Maintenance

Services moving to maintenance will no longer be accessible to new customers starting October 29, 2026. Customers already using these services and features can continue to do so. AWS will continue to operate and support these services and features. We recommend that customers learn about the changes in the product pages and documentation.

·       Amazon Chime SDK SIP Media Application

·       Amazon WorkSpaces Secure Browser

Services entering Sunset

The following services are entering sunset, and we are announcing the date upon which we will end operations and support of the service. Customers using these services should click on the links below to understand the sunset timeline and begin planning migration to alternatives as recommended in the updated service web pages and documentation.

·       Amazon Managed Blockchain (end of support September 29, 2027)

·       Amazon DevOps Guru (end of support September 30, 2027)

·       AWS Backint Agent for SAP ASE (end of support September 29, 2027)

·       AWS Infrastructure Composer (standalone console end of support December 7, 2026)

Services reaching End of Support

The following services have reached end of support and are no longer available as of September 29, 2026.

·       Amazon Mechanical Turk

For customers affected by these changes, we've prepared comprehensive migration guides, and our support teams are ready to assist with your transition. Visit the AWS Product Lifecycle Page to learn more, and subscribe to the RSS feed for future updates.

What's New with AWS

October 27, 2026
Connect Customer : AWS named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service
AWS has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for AWS Connect Customer. This recognition marks an important milestone for our team, and it reflects years of work pushing on what's possible in customer experience. 

October 26, 2026
EUM : Migrate production SMS traffic to a short code with AWS End User Messaging
Migrating production SMS traffic to a short code means carrying opt-out records, keyword configurations, and two-way messaging across originator types that carriers treat as independent senders. This post covers opt-out list migration, keyword handoff, carrier behavior, and a phased cutover with AWS End User Messaging SMS.

October 26, 2026
Polly : AWS Weekly Roundup: Amazon Polly Generative engine, TorchNeuron for Trainium, and more (October 26, 2026)
A few weeks ago I presented to a small group of commercial and technology leaders from Brazilian agribusiness at the AWS office in São Paulo. My talk ran through where generative AI fits across the different stages of an agribusiness operation, and the point I kept returning to is that the markets we call traditional […]

October 23, 2026
Connect Customer : How Booking.com manages Amazon Connect Customer flows as code at scale
Introduction Booking.com is one of the world’s largest online travel platforms. Its customer service organization runs on Amazon Connect Customer, and a voice engineering team supports the contact experience across several lines of business and locales. Booking.com manages Amazon Connect Customer flows as code at scale, and its flow designers still work in the Amazon […]

October 23, 2026
Connect Decisions : The Self-Improving Supply Chain: What We’re Learning From Amazon Connect Decisions and AI Agents in Production
Today, supply chain teams are challenged by how long it takes to resolve urgent issues, and disruptions are estimated to cost the industry billions in losses each year. The problem isn’t a lack of trying. Teams are buried in coordination rather than focused on decisions. Legacy tools and processes can’t keep pace with a network […]

October 22, 2026
Polly : Amazon Polly delivers a major upgrade to its Generative engine
The Amazon Polly Generative engine gets a major upgrade: more expressive, more accurate speech with low latency, plus 14 new voices across 9 locales and general availability of Hindi and Finnish. This drop-in upgrade requires no code changes and is now generally available in production.

October 21, 2026
: Routing Screen Real Estate: Your Agent Workspace Is the Next Routing Decision
You Route Contacts with Precision. Why Not Screen Space? Before an agent ever sees their workspace, your routing engine evaluates multiple attributes to select an agent: skills, proficiency, queue priority, availability, routing profile, contact attributes, and business rules. It makes a calculated decision about who handles each interaction. The workspace itself? Typically, one size fits […]

October 21, 2026
SES : Centralized dashboard for monitoring SES identities
Organizations running Amazon SES across many AWS accounts struggle to see which identities exist and whether they are verified. This post presents two solutions that collect SES identity data across every account in your AWS Organization and surface it through Amazon Athena and Amazon Quick Sight for centralized visibility.

October 21, 2026
Connect Customer EUM : How to build international two-way SMS with Amazon Connect Customer, Part 1
Introduction International two-way SMS with Amazon Connect Customer requires navigating country-specific telecom regulations, origination identity types, and registration processes. Contact centers serving global customers need to reach them via SMS in their local country, but each country has different origination identity types, registration requirements, and two-way messaging capabilities. Amazon Connect Customer natively supports two-way SMS […]

October 21, 2026
Connect Customer : Mastering automated agent performance evaluations in Amazon Connect Customer
TEKsystems Global Services (TGS) helped a large media and entertainment enterprise transform their Amazon Connect Customer automated evaluation system from 66.67 percent accuracy to 100 percent. They developed a strategic classification framework that matches each evaluation question to the optimal automation method, either generative AI, conversational analytics categories, or contact metrics. This layered approach eliminated AI hallucinations, enabled full interaction coverage, and turned quality assurance from an unreliable manual process into a trusted, production-ready system that delivers actionable coaching insights at scale. As generative AI adoption accelerates, the gap between deploying automation and making it trustworthy is becoming the critical differentiator. The next frontier of multi-modal insights and real-time coaching starts with the right foundation.

October 17, 2026
Connect Health : The rise of conversational AI in healthcare
This post examines what's working in production with a focus on Europe, the Middle East, and Africa (EMEA), the safety challenges the industry must confront, and how Amazon Connect Health by Amazon Web Services (AWS) brings purpose-built agentic AI to healthcare.

October 16, 2026
Connect Customer : Multi-KB Retrieval with Amazon Connect Customer AI Agents for Global Contact Centers
How AcmePets unified disparate knowledge sources to deliver accurate, region-specific pet information to contact center agents worldwide Introduction AcmePets is a worldwide pet information service with global contact centers that helps callers from around the world access accurate information about pet care. A significant portion of their inquiry volume centers on vaccination requirements for cats […]

October 13, 2026
Connect Customer : Why Amazon Connect Customer Migrations Stall And How to Fix Them
Amazon Connect Customer migrations stall because of common avoidable pitfalls that push timelines, inflate budgets, and erode stakeholder confidence. Based on our experience supporting dozens of enterprise contact center migrations, we’ve identified the most common reasons migrations stall and what organizations can do differently. This post is for migration program managers, IT leaders, and business […]

October 08, 2026
Connect Customer : Zero-touch onboarding for Amazon Connect Customer with Identity Center
Onboarding agents into Amazon Connect Customer becomes a manual task when organizations standardize on AWS IAM Identity Center as the federation hub for their AWS environment, synchronizing their corporate identity provider (IdP) into a central Identity Store and using it for single sign-on across AWS applications. If you run Amazon Connect Customer this way, and […]

October 06, 2026
Connect Health : Agentic AI on Connect Health: An end-to-end telehealth visit
Healthcare organizations are being asked to widen access, protect increasingly thin margins, and keep clinicians from burning out. Telehealth is one of the most effective levers on all three, and it’s no longer a pandemic stopgap: 71.4 percent of physicians now use it weekly, nearly triple the pre-pandemic rate, and 72 percent of hospitals offer at least one telemedicine service (AMA, 2024). Adoption varies widely by specialty, from 68 percent of psychiatrists conducting more than a fifth of visits virtually to under 5 percent for surgical specialties, and behavioral health accounts for roughly two-thirds of telehealth claims nationally (FAIR Health, 2024), with primary care and chronic disease management as the next growth frontier. But telehealth’s promise is undercut by a growing burden: documentation is now the leading driver of clinician burnout, and that’s where agentic AI demonstrates its value.

October 06, 2026
SES : All the numbers: Amazon Prime Day 2026 powered by AWS
Amazon Prime Day 2026 was exclusively for Prime members and ran June 23–26, 2026 with millions of deals across more than 35 categories. As part of our annual tradition of sharing how AWS powered Prime Day (2016, 2017, 2019, 2020, 2021, 2022, 2023, 2024, and 2025), I want to share the services and chart-topping metrics […]

October 01, 2026
Connect Customer : Build an Agentic AI IVR That Shapes Itself Per Client using Amazon Connect Customer
Introduction Financial services institutions (FSIs) operate contact centers that serve diverse lines of business, including retail banking, credit cards, wealth management, insurance claims, and more. Each line of business has its own workflows, compliance requirements, terminology, and escalation paths. Today, most organizations address this complexity by building separate IVR flows for each client or business […]

September 30, 2026
Connect Customer : Voice to Insight: Low-Latency Transcript Pipelines from Amazon Connect Customer to Amazon Redshift (Part 2)
Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

September 30, 2026
Connect Customer : Voice-Activated AI Agent with Amazon Connect Customer and Amazon Bedrock
A voice-activated AI agent can make contact center management significantly faster when the AI agents handling your calls need urgent changes. Supervisors running these AI agents on Amazon Connect Customer face a persistent operational challenge. When critical systems go down or AI agent behavior needs immediate adjustment, the path from decision to action involves multiple […]

September 30, 2026
Connect Customer : Automate email support with Amazon Connect Customer email AI agents
Email is one of the highest-volume support channels in most contact centers, and one of the most manual. Agents read long threads, search internal knowledge, and draft replies from scratch, which makes for slow first responses and inconsistent messaging. Amazon Connect Customer now provides native AI capabilities for the email channel. With email AI agents, […]

September 30, 2026
Connect Customer : Voice to Insight: Low-Latency Transcript Pipelines from Amazon Connect Customer to Amazon Redshift (Part 1)
Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

September 28, 2026
SES : Isolate email reputation in Amazon SES Mail Manager with tenant management
A misconfigured sender can spike bounces that damage the sending reputation of your entire Amazon SES account. With Amazon SES tenant management and Mail Manager, you can isolate reputation per tenant. Compare five architectural patterns for applying the X-SES-TENANT header, from static endpoints to AWS Lambda-driven runtime resolution.

September 28, 2026
SES : AWS Weekly Roundup: GPT-6 Sol and Luna, Claude Opus 5.5 on Amazon Bedrock, Strands harness, and more (September 28, 2026)
If there’s one theme that defined last week, it’s choice. The frontier models keep arriving, and the interesting question is no longer just “how smart is it?” but “which model fits this step, at this cost, at this latency?” That’s exactly what landed on Amazon Bedrock over the past few days: GPT-6 Sol and GPT-6 […]

Amazon Contact Center Blogs

November 10, 2026 | 10:00AM – 12:30PM PT | 1:00PM – 3:30PM ET | Virtual
AWS Customer Experience Day
A free virtual half-day on what's working in customer experience right now, and what isn't: getting AI past the pilot stage and into production, building modern CX without coding every piece of it, and making the business case your leadership will back. There's also a session on where AWS Partners fit in, and an opening from Pasquale DeMaio, VP of Amazon Connect Customer.

November 30 – December 4, 2026 | All week | In Person @ Las Vegas, NV
Amazon Connect Customer at AWS re:Invent 2026
See what rethinking customer experience looks like. Catch the featured session with the VP of Amazon Connect Customer, BIZ103 "Taking Every Interaction from Mundane to Magic: Agentic CX with Connect Customer." Bring your adoption questions to the Agentic CX Peer Meetups, small-group sessions where you can network with peers solving the same problems. Get hands-on in builders' sessions, and hear from customers putting agentic CX to work today in breakout sessions.

Here's a list of all Upcoming Amazon Connect Events

Build, Test, Optimize: Hands-On with Amazon Connect Customer agentic CX designer (ACXD) (200 - Intermediate Level, 4 hours Duration)
Stop watching demos. Start building! In this hands-on workshop, you'll build, test, and optimize agentic customer experiences yourself - and see how fast you can go from idea to live deployment. No code. No complexity. Just the power of AI-native tooling in your hands. This is an experience-first workshop where users can step into a prebuilt Amazon Connect environment and easily create a agentic experience using the agentic CX designer (ACXD).

Amazon Connect Workshops

October 15, 2026: How do I troubleshoot CCP user interface errors in Amazon Connect?

October 06, 2026: Amazon Connect Customer - Omnichannel Customer Experience | Amazon Web Services

Please visit @AmazonWebServices on YouTube

October 22, 2026: Supervisor Barge-In via Dashboards and Reports

October 14, 2026: The Amazon Connect Podcast - Ep.26 - Connect's Got Talent with Ayesha, Vikram and Logan

October 08, 2026: The Amazon Connect Podcast - Ep.25 - Be the 5%! w/Hannah Bloking and Brian Dawson

October 01, 2026: The Amazon Connect Podcast - Ep.24 - The Latest with Elias Sayigh

Please visit @AmazonConnectEnablement on YouTube

October 26, 2026
Email draft auto-save in the agent workspace
Connect Customer now automatically saves an agent's in-progress email as they compose a reply or an outbound email, so agents don't lose their work and can return to the draft later. For more information, see Email draft auto-save in the agent workspace .

October 22, 2026
Release notes updates
Added release notes for recent Connect Customer features, including segment membership events in Customer Profiles, shift bidding, importing evaluation form PDFs with AI, custom metrics APIs, agent-to-agent collaboration, and Live Sync and Touchpoint. For more information, see Release notes for Connect Customer .

October 22, 2026
Show Profile Explorer in the agent workspace
Administrators can now show a Profile Explorer layout in the Customer Profiles app in the agent workspace, instead of the default fixed layout. For more information about showing Profile Explorer in the agent workspace, see Show Profile Explorer in the agent workspace .

October 21, 2026
New layouts for agent workspace
Amazon Connect Customer now offers two layouts for the agent workspace: Modern, which optimizes screen space for different channels, and Classic, which matches the original layout of the agent workspace. For more information about choosing a layout for the agent workspace, see Choose a layout for the agent workspace .

October 20, 2026
Global Resiliency for chat
Added a Global Resiliency for chat topic that groups the chat channel experience for Connect Customer Global Resiliency (ACGR). With ACGR and global routing, you can let users resume chat conversations across your linked Regions, carrying context, metadata, and transcripts forward through chat rehydration. For more information, see Global Resiliency for chat and Enable users to resume chat conversations across active Regions .

October 12, 2026
Reorganized step-by-step guides and added prefill for after contact work
Reorganized the section for step-by-step guides for clarity and readability. Also added a page on prefilling guides for after contact work with the contact summary and extracted information from conversational analytics. For more information, see Prefill guides for after contact work using conversational analytics .

October 06, 2026
Updated agent-to-agent collaboration documentation
Reorganized the agent-to-agent collaboration pages, with separate setup pages for Connect Customer AI agents and external AI agents and clearer guidance on collaboration modes, audio streaming, and tracing. Also added a page on how to build an external AI agent server. For more information, see Build an external AI agent server .

September 30, 2026
Preview attachments in the agent workspace
Agents can preview attachments on an email contact, a chat contact, or a case in the agent workspace, without downloading them to their device. For more information, see Preview attachments in the agent workspace .

September 29, 2026
Add contact attributes and reference the contact ID in outbound campaign voice dials
In an outbound campaign flow, you can now attach customer-defined contact attributes to a voice dial from the Send communication block, and reference the created contact's ID with $.OutboundCommunication.Telephony.ContactId . For more information, see Add contact attributes to voice dials and Reference the dialed contact ID in the campaign flow .

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.