Modern Workspace Pro

Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if…

Amazon Connect provides managers with new criteria while setting up automated evaluations, making it easier to identify relevant contacts for evaluation, and providing additional insights to automatically populate evaluation forms. For example, managers can specify that inbound contacts with no…

AWS Marketplace introduces two new AI-powered capabilities, agent mode and enhanced search, to accelerate solution discovery across over 30,000 listings. These capabilities reflect the shift to solution-centric procurement in AWS Marketplace, helping you more quickly discover and evaluate solutions to…

Amazon Connect now supports message processing that intercepts and processes chat messages before they reach any participant. This new capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards while delivering personalized…

Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the…

Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect…