All news with #amazon connect tag

Amazon Connect Agent Workspace Adds Custom Visual Themes

🎨 Amazon Connect now enables administrators to apply custom visual themes to the agent workspace, including logos, fonts, and color palettes tailored for both light and dark modes. Organizations can replace the default interface with a branded experience that aligns the workspace with other company applications, making it more familiar and intuitive for agents. A new header bar gives agents quick access to settings and their light/dark preference, which can help improve satisfaction and efficiency during long shifts.

Amazon Connect adds message streaming for AI chats

💬 Amazon Connect now streams AI chat messages as they're generated, presenting progressive responses and status prompts such as 'One moment while I review your account.' This reduces perceived wait times and reassures customers that an AI agent is actively reasoning, invoking tools, and composing answers. The feature is available in ten AWS regions and can be integrated into existing contact flows and front-end components to improve conversational transparency and responsiveness.

Amazon Connect Automated Evaluations for Self-Service

🔍 Amazon Connect now lets businesses automatically evaluate the quality of self-service interactions and surface aggregated insights to improve customer experience. Managers can define custom criteria and populate evaluations manually or automatically using conversational analytics and other Connect data to detect issues like repeated failures to understand customers, negative sentiment, or transfers to human agents. Insights are available in aggregate and at the individual contact level alongside recordings and transcripts to help identify opportunities to improve AI agent performance.

Amazon Connect Chat Adds Agent-Initiated Workflows

🔔 Amazon Connect Chat now supports agent-initiated workflows, allowing agents to send interactive forms and present policies or disclosures directly within an active chat so customers can provide sensitive or general information without leaving the conversation. Agents can trigger workflows at any point, making interactions more dynamic and reducing resolution time. By keeping data collection inside the chat, businesses can better preserve security and compliance controls while improving customer experience. The capability is available now in multiple AWS regions.

Amazon Connect Adds MCP Support for AI Agents and Tools

🤖 Amazon Connect now supports the Model Context Protocol (MCP), enabling AI-driven customer self-service and employee assistance agents to invoke standardized tools to fetch information and perform actions during interactions. Amazon Connect offers out-of-the-box MCP tools for tasks like updating contact attributes and retrieving case information, and allows flow modules to be exposed as MCP tools so business logic is reusable across deterministic and generative workflows. Organizations can also integrate custom or third-party tools via flow modules or the Amazon Bedrock AgentCore Gateway to automate actions such as order lookups, refunds, and customer-record updates without human intervention.

Amazon Lex Enables LLMs as Primary NLU Across Connect

🤖 Amazon Lex now lets developers use Large Language Models (LLMs) as the primary natural language understanding option for voice and chat bots. Using LLMs improves handling of complex or misspelled utterances, extracts key details from verbose inputs, and enables intelligent follow‑up questions when customer intent is unclear. This capability is available in all AWS commercial regions where Amazon Connect and Amazon Lex operate, helping teams build more accurate, conversational self‑service experiences.

Amazon Connect flow modules: custom IO and versioning

🧩 Amazon Connect flow modules now support custom inputs, outputs and branching logic, plus advanced versioning and alias management. You can define flexible parameters for reusable modules—for example, an authentication module that accepts a phone number and PIN and returns customer name and authentication status with branches like authenticated or not authenticated. Immutable version snapshots and alias mapping let teams update module implementations while flows referencing an alias automatically use the new version, simplifying maintenance and reuse.

Amazon Connect adds follow-up email replies for agents

📧 Amazon Connect Email now lets agents send follow-up replies to existing email contacts, enabling them to add information or continue assistance without opening a new thread. The feature preserves full conversation history so agents retain context and deliver consistent support. It is available in multiple AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt, London), Canada (Central), several Asia Pacific locations, and Africa (Cape Town). Refer to documentation and pricing to get started.

Amazon Connect adds monitoring for queued callbacks

🔔 Amazon Connect now enables monitoring of contacts queued for callback, allowing supervisors and integrations to search queued callbacks and view details such as customer phone numbers and queued duration in the Connect UI and via APIs. Teams can proactively route contacts nearing promised callback windows to available agents and clear customers who have already been served to avoid duplicative work. This capability is available in all regions where Amazon Connect is offered.

Amazon Connect Adds Multi-Skill Agent Scheduling Support

📞 Amazon Connect now supports multi-skill agent scheduling to optimize workforce allocation across departments, languages, and customer tiers. Using forecast-driven, skill-based matching, administrators can schedule agents who hold multiple specialties and reserve multi-skilled staff for high-value interactions when demand peaks. This capability is available in all AWS Regions where agent scheduling is offered and aims to raise utilization while reducing staffing gaps.

Amazon Lex adds Wait & Continue in 10 new languages

🗣️ Amazon Lex now supports Wait & Continue in ten additional languages — Chinese, Japanese, Korean, Cantonese, Spanish, French, Italian, Portuguese, Catalan, and German. The feature enables deterministic voice and chat bots to pause while customers gather information and then resume the interaction seamlessly. It enhances natural, multilingual self-service experiences and is available in all AWS Regions where Amazon Lex operates.

Amazon Connect Adds Persistent Agent Connection Feature

📞 Amazon Connect now supports a persistent agent connection that keeps an open channel between agents and the service after a call ends. Administrators can enable the feature per agent profile to reduce customer connect time and help meet telemarketing compliance such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns. The capability is available in all Amazon Connect regions and carries no additional charge beyond standard Amazon Connect usage and telephony fees.

Amazon Connect: Conversational Analytics for Self-Service

🔍 Amazon Connect now provides conversational analytics for end-customer self-service across voice and digital channels, including PSTN/telephony, in-app and web calling, chat, SMS, WhatsApp Business, and Apple Messages for Business. The capability analyzes sentiment, redacts sensitive data, surfaces top contact drivers and themes, flags compliance risks, and supports semantic matching rules to categorize interactions. Administrators can use easy-to-customize dashboards to proactively identify areas for improvement and align automated flows with customer needs.

Amazon Connect: Configure Ring Time for Outbound Campaigns

📞 Amazon Connect outbound campaigns now let campaign managers set ring duration from 15 to 60 seconds before a call is marked no answer and the dialer moves on. Each contact logs ring start and end timestamps for detailed, per-call reporting and traceability. The change enables tuning dialing behavior to audience patterns to improve contact rates and agent productivity. The feature is available in multiple AWS regions and follows the platform’s pay-as-you-go billing model.

Amazon Connect: Instance-to-Instance Calls via AWS Backbone

📞 Amazon Connect now routes calls between instances in the same AWS account over the AWS global backbone, avoiding the Public Switched Telephony Network when both numbers are provisioned or ported into Amazon Connect. Calls between instances, whether within a region or across regions, gain improved audio quality, simplified billing, and preserved call context for transfers. This capability is available in all commercial regions where Amazon Connect is offered except Africa (Cape Town).

Amazon Connect adds completion metrics for agent evaluations

📊 Amazon Connect now provides metrics that track completion of agent performance evaluations, helping managers verify that required reviews (for example, five per agent per month) are finished. The capability displays real-time analytics in the Connect UI and exposes the same signals via APIs for integration with reporting workflows. Teams can also compare scoring patterns across managers to identify evaluation consistency and accuracy improvements.

Amazon Connect Cases Adds Conditional Field Visibility

🔧 Amazon Connect Cases now supports conditional field visibility and dependent field options to streamline case layouts and reduce data-entry errors. Administrators can show fields only when relevant (for example, display a Return Reason field for return cases) and restrict choice lists based on other selections (e.g., limit Issue Type to hardware options when Issue Category is Hardware). The feature is available in multiple AWS regions.

Amazon Connect adds scheduling for individual agents

📅 Amazon Connect now supports scheduling of individual agents, allowing managers to create and publish schedules for specific employees and automatically merge them with existing business unit schedules. For example, when onboarding 100 new agents into a unit with published schedules for the next two months, you can schedule only the new hires and merge without regenerating or copying entire schedules. This eliminates manual workarounds, improves manager productivity, and increases operational efficiency. The capability is available in all AWS Regions where Amazon Connect agent scheduling is supported.

Amazon Connect Adds Preview Dialing to Outbound Campaigns

📞 Amazon Connect outbound campaigns introduces a preview dialing mode that gives agents customer context—name, balance, and prior interactions—before placing calls. Campaign managers can set review time limits, optionally remove contacts, and use new dashboards to monitor agent behavior, discard rates, and engagement trends. By reserving an agent prior to dialing, teams gain operational control and help support TCPA and OFCOM compliance.

Amazon Connect Introduces Granular Recording Permissions

🔒 Amazon Connect now offers granular UI permissions for conversation recordings and transcripts, enabling administrators to control access to playback, copying and downloads separately. Administrators can allow users to listen to calls while preventing transcript copying, and set download rules that permit redacted recordings but block unredacted downloads. The capability supports complex scenarios where sensitive conversations remain redacted while other interactions remain fully available.