Amazon Connect

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.

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.

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.

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.

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.

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.

Amazon Connect Talent is now generally available

, giving talent acquisition leaders an AI-powered hiring solution that accelerates candidate selection at scale.

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.

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.

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.

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.

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.

Amazon Connect Customer announces Live Sync and Touchpoint

Amazon Connect Customer announces the general availability of Live Sync and Touchpoint. Live Sync drives a customer's web or mobile experience in real time during a voice or chat conversation, turning a spoken exchange into a guided, hands-on task.

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.

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.

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.

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.

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.

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.

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.