Agents can now manually prioritize the next important task, email, or chat in a queue. For example, when a customer calls in to enquire about their previously submitted refund request, an agent can search for any pending tickets related to…

Amazon MSK Connect is now available in the Asia Pacific (Malaysia) Region. MSK Connect enables you to run fully managed Kafka Connect clusters with Amazon Managed Streaming for Apache Kafka (Amazon MSK). With a few clicks, MSK Connect allows you…

Amazon Q in Connect, a generative AI-powered assistant for customer service, now enables contact center administrators to select different Large Language Models (LLMs) directly through the Amazon Connect web UI, providing a seamless AI Agent configuration experience. This no-code approach…

Amazon ElastiCache now supports Graviton3-based M7g and R7g node families in the following AWS Regions: Canada (Calgary), Middle East & Africa (Bahrain, Cape Town, Dubai, Tel Aviv), Europe (Milan, Paris (introducing R7g), and Zurich), Asia Pacific (Hong Kong, Jakarta, Kuala…

AWS Directory Service for Microsoft Active Directory (AWS Managed Microsoft AD) now offers certificate auto-enrollment for LDAPS and Smart Card and certificate based authentication with AWS Private Certificate Authority (AWS Private CA) through AWS Private CA Connector for AD. This…

Starting today, Amazon Elastic Compute Cloud (Amazon EC2) R8g instances are available in AWS Asia Pacific (Osaka) and AWS Canada (Central) regions. These instances are powered by AWS Graviton4 processors and deliver up to 30% better performance compared to AWS…