All news with #amazon connect tag

Amazon Connect: Expanded Disconnect Reasons for Outbound

📞 Amazon Connect now provides expanded disconnect reasons that map outbound call failures to standard telecom error codes. These enhanced reasons appear in Contact Trace Records and reporting, giving contact center teams real-time visibility into granular disconnection data to speed troubleshooting and reduce support tickets. The feature is available in all AWS regions where Amazon Connect is offered; refer to the public documentation and best practice guide for implementation details.

Amazon Connect: Manual Assignment for Tasks, Email, Chat

📥 Agents can now manually prioritize and assign the next important task, email, or chat in their queue within Amazon Connect, enabling frontline staff to claim related customer work discovered during calls and resolve issues immediately. Supervisors and managers enable manual assignment by updating agent configuration in routing and security profiles. Agents then use the new worklist application in their agent workspace to claim items. This capability is available in all commercial regions.

Amazon Connect Adds Generative Text-to-Speech Voices

🔊 Amazon Connect now provides generative text-to-speech voices—20 generative-enhanced voices across English, French, Spanish, German, and Italian. Use them for welcome messages, policy announcements, or dynamic conversational AI, configurable in the drag-and-drop flow designer via the “Set Voice” block or through public APIs. Available in US East (N. Virginia), Europe (Frankfurt), and US West (Oregon). Pricing options include unlimited AI or individual per-use pricing.

Amazon Connect Contact Lens: External Voice in Five Regions

📣 Amazon Connect Contact Lens now supports external voice in five additional AWS Regions — Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). The service integrates with other voice systems for real-time and post-call analytics, offering call recordings, contact transcripts, generative AI post-contact summaries, sensitive data redaction, contact categorization, theme detection, sentiment analysis, and real-time alerts. Customers can extend Contact Lens analytics across existing voice platforms, access interaction data streams and a data lake, or start with Contact Lens to evaluate performance before migrating agents.

Amazon Connect Adds Multi-User Web, In-App and Video Calling

📞 Amazon Connect now supports multi-user web, in-app, and video calling, allowing multiple participants to join the same session with an agent via browser or mobile app. Agents can dynamically add participants during live calls or host scheduled multi-party sessions, and attendees can use audio, video, and screen sharing. This feature enables richer, more inclusive interactions for scenarios such as joint financial planning, family medical consultations, and meetings with legal representatives or translators.

Amazon Connect embeds Tasks and Emails into websites

📨 Amazon Connect now supports embedding Tasks and Emails directly into websites and applications via a new contact form option in the communication widget. Supervisors and managers can use a drag-and-drop editor to design customer-facing forms and generate code snippets for seamless site integration. These interactions continue to be managed through existing Amazon Connect workflows, enabling flexible callback requests and web-based email submissions.

Amazon Connect Adds Recurring Activities to Schedules

🔁 Amazon Connect now supports recurring activities in agent schedules, enabling managers to create repeating events such as daily stand-ups or weekly team meetings with a few clicks. You can configure recurring series for individual agents or share a single recurring series across multiple agents, removing the need to create each occurrence manually. This capability is available in all AWS Regions where Amazon Connect agent scheduling is offered and is designed to improve manager productivity and keep agent calendars up to date.