Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled…

AWS announces preview of AWS Interconnect - multicloud, providing simple, resilient, high-speed private connections to other cloud service providers (CSPs), starting in preview with Google Cloud as the first launch partner and then with Microsoft Azure later in 2026. Customers…

Amazon Connect now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now…

Today, Amazon Connect is launching AI-powered predictive insights that transform how businesses understand and serve their customers. This new feature set builds upon Connect's existing customer profiles, introducing five recommendation algorithms that leverage AI to analyze customer behavior patterns and…

Amazon Connect now allows you to customize the visual appearance of the agent workspace. You can apply a custom theme, including a logo, font, and color palette for light and dark modes, so the agent workspace aligns with the brand…

Amazon Connect now provides AI-powered case summaries for complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single click, agents can generate a concise case summary even when the case spans multiple interactions,…