Amazon Connect Customer Newsletter – Issue 46 - 2026 May

The latest issue of the Amazon Connect Newsletter is here! Stay current on Amazon Connect! Don't miss out on these key insights!

Series: Amazon Connect Customer Newsletter (12 articles)

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Amazon Connect Customer Newsletter – Issue 39 - 2025 October
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Amazon Connect Customer Newsletter – Issue 46 - 2026 May This article
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Amazon Connect Customer Newsletter – Issue 47 - 2026 June

Adams, George

Published Jun 2, 2026

Last modified Jul 7, 2026

Welcome to the May 2026 edition of the Amazon Connect Monthly Newsletter!

We're excited to bring you the latest updates, innovations, and insights from the Amazon Connect ecosystem.

This month's featured highlight showcases the major expansion of Amazon Connect into a comprehensive family of four agentic AI solutions : Amazon Connect Customer (formerly Amazon Connect), Amazon Connect Decisions for supply chain operations, Amazon Connect Health for healthcare workflows, and Amazon Connect Talent for AI-powered hiring. These solutions represent a fundamental shift in how organizations can deploy AI teammates across every business function to drive better outcomes.
In our What's New section , we're thrilled to share numerous product enhancements including Cases improvements with related item editing and customer profile identity resolution , new permissions for agents to view their own performance evaluations, expanded SDK support for embedding Cases and Customer Profiles in custom applications,default Step-by-Step Guides for After Contact Work , multi-contact time zone detection for Outbound Campaigns,SES Mail Manager availability in AWS GovCloud regions , and eight new metrics to measure AI agent performance. Additionally, AWS Entity Resolution now supports incremental Machine Learning workflows, dramatically reducing processing time by up to 95%.
Our Publications section features insightful blogs covering China calling compliance best practices, improving bot accuracy with Amazon Lex Assisted NLU, configuring scheduling notification rules, and customer success stories from Capita and ETERNO demonstrating real-world AI implementations. We also cover the top announcements from the "What's Next with AWS" 2026 event.
Don't miss our YouTube highlights featuring videos on AI-powered hiring with Amazon Connect Talent, embedding agentic AI at the point of care with Amazon Connect Health, customer success stories from Jupiter Medical Center and PGA TOUR, and technical how-to guides. The Amazon Connect Enablement channel also features excellent content including personalized AI teammates for agents and proactive multimodal AI demos.

Thank you for being an integral part of the Amazon Connect community. Your continued engagement and feedback help us deliver the innovations and insights that matter most to you. We look forward to supporting your success throughout 2026!