Episode 45: Amazon Connect News Roundup

Join us as we catch-up on Amazon Connect, highlighting major announcements from August–October including:

- the agentic CX designer now generally available,

- Contact Lens information extraction for voice and chat (including how it can help alongside redaction),

- and new agent-to-agent collaboration using the open A2A protocol with voice support and detailed traceability. 

We also discuss the newly GA AI Assistant for querying contact center metrics in plain language, improved dashboard reporting for routing steps and agent proficiencies, and multiple Workforce Management/FCS enhancements such as shift bidding, unplanned shrinkage, refreshed scheduling metrics, 15/30-minute capacity planning, added adherence metrics, and more granular task/email concurrency and interruption limits. 

Additional updates include bulk user management improvements, QA evaluation scoring by points plus AI-assisted PDF QA-form import, Cases/Profiles dashboard metrics and CSV import, cross-region active-active global resiliency, and importing external recordings for Contact Lens analytics.

We also highlight the free Amazon Connect sandbox environments via AWS Builder Center. link: Free Sandbox Environments for Amazon Connect Customer on AWS Builder Center | AWS Contact Center

There's so much that's been happening in Amazon Connect over just the past few months, so this episode is your chance to catch up!

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