Modern Workspace Pro

Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities…

Amazon Connect now provides analytics and monitoring capabilities for AI agents across self-service and agent assistance experiences. With this launch, you can measure and continuously improve AI agent performance and customer outcomes through easy to customize dashboards that provide key…

Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant…

Amazon Connect is introducing agentic self-service capabilities that enable AI agents to understand, reason, and take action across voice and messaging channels to automate routine and complex customer service tasks. Connect enables you to blend deterministic and agentic experiences, allowing…

Amazon Connect now supports third-party speech providers for end-customer self-service, giving you greater flexibility in how you deliver voice experiences. You can integrate Deepgram for speech-to-text and ElevenLabs for text-to-speech directly within Amazon Connect, using them together with Amazon Connect's…

AWS Marketplace customers can now receive private offers for third-party products in minutes through express private offers. This capability enables customers to access personalized pricing and terms which previously required lengthy sales discussions, thereby accelerating software procurement and reducing customer…