Amazon Connect Family Newsletter – Issue 49 - 2026 August

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 Family Newsletter – Issue 49 - 2026 August This article
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Amazon Connect Family Newsletter – Issue 50 - 2026 Sept

Adams, George

Published Sep 8, 2026

Last modified Sep 8, 2026

Amazon Connect Family Newsletter – Issue 49 August 2026

Welcome to the August 2026 edition of the Amazon Connect Family Monthly Newsletter!

We're thrilled to bring you another month of innovation, insights, and community highlights from across the Amazon Connect ecosystem. Whether you're building next-generation customer experiences, exploring agentic AI, or optimizing your contact center operations, this newsletter has something for everyone.

This month's featured content includes:

AWS Spotlight Day: Amazon Connect (September 9, 2026) — Join us for an exclusive virtual half-day event featuring parallel Business and Technical tracks across two time zones. You'll hear from VP leadership, explore the full Amazon Connect story from contact center to agentic AI solutions, participate in hands-on workshops, and discover newly launched Amazon Connect Customer badges and AWS trainings on Skill Builder.
Failure Didn't Lose Your Customers, Mediocrity Did — Pasquale DeMaio, VP of Amazon Connect, delivers a powerful message about why resolved issues aren't enough and why mediocrity has become your biggest competitive threat. This thought leadership post challenges the conventional definition of "resolved" and explores what it truly means to earn customer loyalty.
New Knowledge Badge: Forecasting, Capacity Planning, and Scheduling — Validate your expertise in Amazon Connect Customer's ML-powered workforce management capabilities with this comprehensive 8-course learning plan now available on AWS Skill Builder.

What's New this month: We've had an incredible wave of launches including automatic scheduling metrics refresh, conversational analytics expansion to Cape Town, unplanned shrinkage support, points-based scoring for evaluations, information extraction for voice and chat, AI-powered data analytics with natural language queries, routing steps and agent proficiencies reporting, manual assignment of agent callbacks, a new Cases performance dashboard, automated open/click event identification in Amazon SES, schedule adherence metrics, one-click drill-down on dashboards, interval-level capacity planning, case export to CSV, and so much more!

Featured Publications: Don't miss our latest blog posts covering serverless mass email solutions with Amazon SES, creating RCS agents with AWS CLI and AI coding assistants, building restaurant telephony AI hosts with Amazon Connect, agentic AI in low-connectivity environments, celebrating 15 years of AWS GovCloud, authentication during chat, nested modules and cross-flow compatibility, crystal-clear audio in remote environments, measuring agent connection time in outbound campaigns, AI email pipelines with Amazon Bedrock, evaluating AI agents with DeepEval for MRM, Amazon Connect service quota monitoring, signal-activated agent patterns for proactive government AI, and dynamic dialing modes.

Amazon Connect on YouTube: Catch up on our latest customer success stories and technical sessions featuring TUI, U.S. Bank, Singapore's CPFB, UC San Diego Health, Kereis, So Energy, Jupiter Medical Center, American Airlines, Amadeus, and Dominion Energy — all showcasing how they're transforming customer experience with Amazon Connect Customer.

Thank you for being a vital part of the Amazon Connect community. Your dedication to delivering exceptional customer experiences drives everything we do. We're excited to continue this journey with you as we push the boundaries of what's possible in customer engagement, agentic AI, and cloud contact center innovation.