March 2025

Amazon Connect Contact Lens has recently introduced an exciting feature: generative AI-powered contact categorization. This enhancement dramatically changes how businesses can handle customer interactions by automatically categorizing contacts based on predefined criteria. In this guide, we will explore the ins and outs of this innovative feature, making sure to cover its technical aspects, benefits, and …

AI-Powered Contact Categorization with Amazon Connect Read More »

On February 28, 2025, Amazon announced a significant enhancement to its Data Lifecycle Manager (DLM), now allowing users to leverage AWS PrivateLink to connect directly to the Amazon Data Lifecycle Manager APIs from within their Virtual Private Clouds (VPCs). This move marks a critical improvement in data security and communication efficiency for organizations handling sensitive …

Amazon Data Lifecycle Manager Now Supports AWS PrivateLink Read More »

In a significant update, Amazon Connect has launched the ability for agents to exchange shifts with each other, providing greater schedule flexibility without compromising service levels. This new feature is designed to streamline the scheduling process, giving contact center agents the flexibility to manage their work-life balance while ensuring that customer service remains seamless. In …

Amazon Connect Enables Agent Shift Exchanges Read More »