Amazon Connect Customer Newsletter – Issue 47 - 2026 June

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 47 - 2026 June This article
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Amazon Connect Family Newsletter – Issue 48 - 2026 July

Adams, George

Published Jul 7, 2026

Last modified Jul 7, 2026

Amazon Connect Newsletter – Issue 47 2026 June

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

We're excited to share the latest updates, innovations, and resources from the Amazon Connect community.

This month's featured content highlights major announcements from Customer Contact Week 2026 , where AWS unveiled two groundbreaking capabilities now available in preview: Agentic CX Designer , a visual tool that empowers business teams to build end-to-end conversational AI experiences without writing code, and Live Sync , a patented technology that synchronizes voice conversations with digital on-screen interfaces in real time. We also feature a thought-provoking piece from Pasquale DeMaio, VP and GM of Amazon Connect , challenging the industry's obsession with deflection metrics and making the case that resolution—not deflection—should be the north star for CX .

What's New highlights include:

Agentic CX Designer (NLX) launching in preview , bringing nearly a decade of enterprise-scale conversational AI into Amazon Connect
AI agent traces for self-service voice interactions , providing full visibility into how AI agents reason and respond
Real-time dashboard alerts from conversational analytics , enabling supervisors to intervene when critical keywords or sentiment patterns are detected
Expanded scheduling capabilities supporting up to 5,000 agents per schedule with optimized activity placement
Amazon SES inbox placement metrics and blocklist monitoring , helping customers maximize deliverability and engagement
AWS End User Messaging RCS for Business expanding to 20 additional countries
The launch of the Amazon Connect Customer Services Competency , recognizing partners with proven expertise in AI-powered customer experience transformation

Publications: This month features 12 insightful blog posts covering topics from AI-powered real estate assistants on WhatsApp using Strands Agents SDK, getting SMS short codes production-ready, Amazon Connect's agentic approach to customer experience, optimizing activity placement in scheduling, and customer-first callback architecture.

Video Content: Check out new videos on the Amazon Connect and Amazon Connect Enablement YouTube channels, including tutorials on setting outbound caller ID dynamically based on country, making outbound calls to specific countries, an introduction to Amazon Connect Talent, and Episode 20 of The Amazon Connect Podcast featuring Jim Kraeutler discussing NLX.

Thank you for being a valued member of the Amazon Connect community. Your continued engagement, feedback, and innovation help drive the future of customer experience. We're grateful to have you on this journey with us!