AWS Adds Email Routing and Coaching Automation to Amazon Connect -- AWSInsider New features aim to improve agent productivity and training within the cloud contact center platform.

Amazon Web Services (AWS) has added multi-address email selection and integrated coaching workflows to Amazon Connect to improve contact center communication and agent training.

See what is new in Amazon Connect: https://ow.ly/iBbA50YtoBk

#AWS #AmazonConnect #ContactCenter

AWS Adds AI-Powered Predictive Insights to Amazon Connect Platform -- AWSInsider New capability uses machine learning to help organizations anticipate customer needs and improve service outcomes.

Amazon Web Services (AWS) has added AI-powered predictive insights to Amazon Connect, using machine learning to analyze interaction data and operational metrics for more proactive customer engagement.

See how Amazon Connect is getting more proactive: https://ow.ly/Q43050YsBIr

#AWS #AmazonConnect

Amazon Connect now provides case data in analytics data lake Amazon Connect now provides case data in the analytics data lake, making it easier for you to generate reports and insights. With case data available alongside other Amazon Connect analytics, you can use Amazon Athena and Amazon QuickSight to build custom reports and analyze trends such as case volume by type, case handling across agent shifts, or contact sentiment across cases without building and maintaining complex data pipelines. Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.

🆕 Amazon Connect now integrates case data into analytics data lake for easier reporting with Athena and QuickSight. Available in multiple regions, it simplifies trend analysis without complex data pipelines. For details, visit the Amazon Connect Cases page.

#AWS #AmazonConnect

Amazon Connect now provides case data in analytics data lake

Amazon Connect now provides case data in the analytics data lake, making it easier for you to generate reports and insights. With case data available alongside other Amazon Connect analytics, you can use Amazon A...

#AWS #AmazonConnect

Amazon Connect now lets you select different From email addresses when sending emails Amazon Connect now enables you to choose the "From" email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or business identity is used for every customer interaction. Administrators can configure multiple sender addresses per queue, allowing agents to search and select the appropriate email address based on the queue they are working in. This capability is especially useful for contact centers that support multiple brands or lines of business from a single Amazon Connect instance. Amazon Connect email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.

🆕 Amazon Connect lets you pick different "From" email addresses for outbound messages, helping contact centers keep brand identity. Admins can set multiple senders per queue, ideal for multi-brand operations. Available in several regions; see help docs for details.

#AWS #AmazonConnect

Amazon Connect now lets you select different From email addresses when sending emails

Amazon Connect now enables you to choose the "From" email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or bus...

#AWS #AmazonConnect

Amazon Connect now provides integrated workflows for managers to coach agents Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify improvement opportunities through evaluation scorecards, they can immediately create coaching plans with specific customer interaction examples. For example, a manager can share interactions with an agent where they excelled at problem-solving but could show more customer empathy, with examples of empathetic language to use going forward. After coaching sessions, agents acknowledge feedback and add notes to confirm understanding of expectations and next steps. Both managers and agents access all coaching history on a single page, enabling systematic progress tracking and improved coaching effectiveness. This integrated approach eliminates coaching delays and creates accountability throughout the agent development process, accelerating performance improvement across contact center operations. This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.

🆕 Amazon Connect now offers integrated coaching workflows for managers to provide timely feedback and coaching plans directly within the Connect UI, enhancing agent development and performance improvement. Available in all regions. For details, visit documentation and webpage.

#AWS #AmazonConnect

Amazon Connect now provides integrated workflows for managers to coach agents

Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify imp...

#AWS #AmazonConnect

Amazon Connect enhances AI-powered predictive insights Today, Amazon Connect is announcing enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. Building on the five recommendation algorithms launched at re:Invent 2025, AI-powered predictive insights now support up to 40 million product catalog items (8X increase), are available in message templates for trigger-based campaigns, and deliver up to 14% improved model accuracy. These enhancements enable businesses to automatically engage customers with the right message at the right time, while reducing the time required to deploy AI-powered personalization. Businesses can now deliver trigger-based campaigns to initiate personalized outreach based on customer behavior and predictive signals – such as sending product recommendations when a customer abandons their cart or offering complementary services after a purchase. Businesses can now deliver targeted campaigns for specific customer cohorts based on predicted preferences and behaviors. Improved model accuracy and reduced training time mean businesses can deploy personalized experiences faster with greater confidence in the recommendations provided to customers. With Amazon Connect Customer Profiles, you only pay-as-you-go for utilized profiles. Public preview for AI-powered predictive insights enhancements is available in Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central). To learn more, visit our webpages for Customer Profiles and explore the AI-powered predictive insights documentation.

🆕 Amazon Connect boosts AI-powered predictive insights for proactive, personalized customer experiences at scale, supporting 40M items, trigger-based campaigns, and 14% improved accuracy. Pay-as-you-go profiles available; public preview in multiple regions.

#AWS #AmazonConnect

Amazon Connect enhances AI-powered predictive insights

Today, Amazon Connect is announcing enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. Building on the five recommendatio...

#AWS #AmazonConnect

Amazon Connect now supports conversational analytics for email Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive information, and reduce the time spent reviewing agent performance. For example, when customers email about account issues, Amazon Connect automatically categorizes the email, redacts sensitive information, and generates a summary for supervisor review. To enable this feature, add the Set recording, analytics and processing behavior block to your flows before an email contact is assigned to your agent or sent to your end customer. You can customize which PII types to redact, choose whether redacted content shows specific PII type indicators e.g., [SSN] or generic markings ([PII]), opt to store both original and redacted versions in separate storage, as well as enable contact summaries. Using these analytics, you can quickly create rules to automatically trigger actions such as assigning categories, creating tasks, or updating cases. Amazon Connect conversational analytics is available in the 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) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.

🆕 Amazon Connect now supports email analytics, categorizing, redacting PII, and summary generation for trends and compliance. Add analytics blocks to flows for automatic actions. Available in multiple regions. For details, visit Amazon Connect help or website.

#AWS #AmazonConnect

Amazon Connect introduces AI-powered manager assistance (Preview) Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Amazon Connect metrics, including agent scheduling, self-service experience, and performance evaluations, with historical data for all of these, and receive results in seconds—eliminating hours of manual data gathering. The assistant can also diagnose underlying issues, such as identifying which queues are at risk of missing service level targets and recommending specific recovery actions. This feature is available as a preview. To request access, contact your AWS account team or an AWS Representative. To learn more about Amazon Connect, the AWS cloud-based contact center, visit the Amazon Connect website.

🆕 Amazon Connect launches AI-powered manager assistance preview, offering instant answers to operational queries via natural language, diagnosing issues, and recommending actions, all without manual data gathering. Request access via AWS account team.

#AWS #AmazonConnect

Amazon Connect now supports conversational analytics for email

Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate conta...

#AWS #AmazonConnect

Amazon Connect introduces AI-powered manager assistance (Preview)

Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ A...

#AWS #AmazonConnect

🚀 Resumen Semanal AWS: Amazon Connect Health, Bedrock AgentCore Policy y más (9 Mar 2026)

aws.amazon.com/blogs/aws/aws-weekly-rou...

#AmazonConnect #Bedrock #GitOps #AWS #RoxsRoss

AWS Introduces Agentic AI Capabilities for Amazon Connect in Healthcare -- AWSInsider New features aim to automate patient interactions and administrative workflows using AI-driven agents.

Amazon Web Services (AWS) has introduced Amazon Connect Health, adding agentic AI for scheduling, verification, documentation, medical coding, and patient engagement in healthcare contact centers.

Learn more: https://ow.ly/wOVO50Yq0v8

#AWS #HealthcareAI #AmazonConnect

Introducing Amazon Connect Health, Agentic AI Built for Healthcare Amazon Connect Health is now generally available, bringing purpose-built agentic AI to healthcare organizations to streamline patient engagement and point-of-care workflows. Amazon Connect Health delivers five AI agents designed to reduce administrative burden across the care continuum — enabling patients faster access to care and freeing clinicians from paperwork and administrative burden to focus on what matters most: their patients. These agents are ready to deploy within existing patient, clinician, and healthcare workflows — such as patient access centers (i.e., contact centers), Electronic Health Records (EHR) applications, and telehealth solutions — in days, not months. All the features follow responsible AI best practices, implement safety guardrails, are HIPAA-eligible, and deliver the same security and reliability standards as any AWS service. Agents available at launch: Patient verification (GA) – Confirms patient identity in real time against EHR records with appointment lookup, reducing inbound call-handling time. Appointment management (Preview) – Books appointments via natural language voice interaction, 24/7, with real-time insurance eligibility checks, enabling after-hours scheduling, and relieving burden on human staff.  Patient insights (Preview) – Surfaces relevant patient history and clinical context before the visit, so clinicians walk in prepared. Reduces the time clinicians spend piecing together information before a patient’s visit. Ambient documentation (GA) – Captures patient-clinician conversations during the visit and generates clinical notes in real time. Medical coding (Preview) – Automatically generates ICD-10 and CPT codes from clinical notes post-visit, with full audit trails. Amazon Connect Health patient engagement capabilities are natively integrated with Amazon Connect, a complete AI-powered contact center solution delivering personalized customer experiences at scale. Clinical and administrative staff can configure and customize these AI capabilities in minutes using the Amazon Connect Health application, enabling rapid testing and seamless deployment into contact center workflows. The point-of-care capabilities — ambient listening, patient insight, and medical coding — are available via Amazon Connect Health unified SDK (SDK documentation), enabling developers to integrate the features directly into existing EHR and clinician-facing applications.    Amazon Connect Health is available in US East (N. Virginia) and US West (Oregon). To get started, visit the Amazon Connect Health product page. For technical details, see the Amazon Connect Health documentation

🆕 Amazon Connect Health deploys AI agents to streamline healthcare workflows, cutting admin tasks and boosting patient access. Key features: real-time verification, 24/7 booking, ambient docs, and coding. HIPAA-eligible, integrates with Amazon Connect, ready in days. Available…

#AWS #AmazonConnect

Introducing Amazon Connect Health, Agentic AI Built for Healthcare

Amazon Connect Health is now generally available, bringing purpose-built agentic AI to healthcare organizations to streamline patient engagement and point-of-care workflows. Amazon Connect Health delivers f...

#AWS #AmazonConnect

Amazon Connect now supports dynamic dialing mode switching for outbound campaigns Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and non-preview dialing modes during active campaign execution. Previously, campaigns were locked into their initial dialing mode once started, requiring administrators to stop and restart campaigns to adjust strategies. This launch solves the problem of inflexible dialing strategies that couldn't adapt to real-time business needs and agent availability changes. Dynamic dialing mode switching enables contact centers to optimize agent productivity and campaign efficiency in real-time without campaign interruptions. For example, you can automatically switch from progressive dialing to preview mode when handling high-priority contacts that require additional context, then revert back when traffic returns to normal patterns. This flexibility is particularly valuable for campaigns with varying contact priorities or fluctuating agent availability throughout the day. Dynamic dialing mode switching is available at no additional cost in all AWS Regions where Amazon Connect Outbound Campaigns is supported: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more, see the Amazon Connect Administrator Guide or visit the Amazon Connect website.

🆕 AWS now offers dynamic dialing mode switching for Amazon Connect Outbound Campaigns, allowing real-time mode changes during active campaigns, optimizing agent productivity and efficiency without interruptions. Available at no extra cost in all supported regions.

#AWS #AmazonConnect

Amazon Connect now supports dynamic dialing mode switching for outbound campaigns

Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and...

#AWS #AmazonConnect

AWS Weekly Roundup: Amazon EC2 G7e instances, Amazon Corretto updates, and more (January 26, 2026)

Hey! It’s my first post for 2026, and I’m writing to you while watching o...

#AWS #AmazonCloudwatch #AmazonConnect #AmazonCorretto #AmazonEc2 #AmazonElasticContainerRegistry #News #WeekInReview

Amazon Connect Cases now supports AWS Service Quotas Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention. Amazon Connect Cases is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more and get started, visit the Amazon Connect Cases webpage and documentation.

🆕 Amazon Connect Cases now supports AWS Service Quotas for centralized limit monitoring and automatic quota increase approvals, aiding efficient scaling and avoiding service constraints. Available in 10 regions. Learn more on the Amazon Connect Cases webpage.

#AWS #AmazonConnect

Amazon Connect Cases now supports AWS Service Quotas

Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can ...

#AWS #AmazonConnect

Amazon Connect now supports multi-line text fields on case templates Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically to accommodate multiple paragraphs, making it easier to document root cause analysis, transaction details, investigation findings, or customer-facing updates. Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.

🆕 Amazon Connect now supports multi-line text fields on case templates for detailed notes, expanding vertically for easy documentation. Available in multiple AWS regions. For details, visit Amazon Connect Cases webpage.

#AWS #AmazonConnect

Amazon Connect now supports multi-line text fields on case templates

Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically t...

#AWS #AmazonConnect

Amazon Connect now includes agent time-off requests in draft schedules Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when generating schedules for next month, you can see that an agent who typically works Monday to Friday wasn't scheduled for the first week because they're on leave without needing to check the published schedules or troubleshooting configuration as to why agent was not scheduled. This launch helps schedulers quickly identify coverage gaps and adjust schedules before publishing them to agents. This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about Amazon Connect agent scheduling, click here.

🆕 Amazon Connect now includes agent time-off requests in draft schedules, helping schedulers easily identify coverage gaps and adjust schedules before publishing, available in all regions with Amazon Connect agent scheduling.

#AWS #AmazonConnect #AwsGovcloudUs

Amazon Connect now includes agent time-off requests in draft schedules

Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example...

#AWS #AmazonConnect #AwsGovcloudUs

Amazon Connect launches granular access controls for analytics dashboards

Amazon Connect dashboards now provides granular access controls for analytics dashboards. This enables you to apply resource tags that control who is able to see metrics for specific ...

#AWS #AwsGovcloudUs #AmazonConnect

Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks

Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when a...

#AWS #AmazonConnect

Amazon Connect launches in-app notifications to surface critical operational alerts to business users

Amazon Connect now supports in-app notifications in the workspace header, visible from any page, so your team can stay informed without interrupting their w...

#AWS #AwsGovcloudUs #AmazonConnect