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…