Introducing the next generation of Amazon Connect: AI-powered interactions that strengthen customer relationships and improve business outcomes

In boardrooms across industries, executives are facing a critical question: “How are you using AI to accelerate the business while reducing costs?” For customer experience leaders, AI offers a transformative opportunity to convert every customer touchpoint into a catalyst for growth. AI enhances customer journeys by first enabling effective self-service, then supporting agents with personalized responses and action recommendations when human intervention is needed. By continuously analyzing interactions, AI identifies patterns in both common issues and successful resolutions, automatically improving automated systems and agent guidance. This connected intelligence extends to operational planning, optimizing staffing and training to create a unified learning system that gets smarter with every interaction across all channels. Crucially, AI maintains context across multiple interactions, transforming disconnected contacts into continuous conversations that build deeper customer relationships—helping to boost sales and delight customers through a continuously improving experience.

However, realizing AI’s full potential across the complete customer experience presents significant integration challenges. Many organizations have adopted a piecemeal approach, implementing AI solutions case-by-case within their contact centers. While this method delivers targeted improvements, it creates a disconnected patchwork of tools that don’t effectively communicate with each other and increases costs for integration, maintenance, and management. Alternatively, some companies restrict AI implementation to a single area like agent assistance, missing opportunities to enhance the broader customer experience. These fragmented strategies often lead to hesitation or limited adoption, with organizations reluctant to fully commit to AI due to concerns about unpredictable costs, implementation complexity, and uncertain return on investment. This caution prevents organizations from building truly intelligent, responsive systems that learn continuously from interactions—ultimately prevented by integration complexities, data silos, and unpredictable costs.

That’s why, today, we are announcing the next generation of Amazon Connect that directly addresses these challenges.

Announcing the next generation of Amazon Connect

Today, we are announcing that Amazon Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with all-you-can-eat AI pricing that remains tied only to your underlying channel usage rather than AI consumption. This next generation of Amazon Connect makes it simple for organizations of any size to leverage AI across all touchpoints, enabling them to better focus on making customer experience improvements without cost-driven compromises. By choosing Amazon Connect, your AI journey begins in earnest—you automatically benefit from continuous improvements in AI models, training methodologies, and new agentic capabilities without additional decision-making, implementation work, or costs. This approach eliminates financial barriers to AI adoption while ensuring your customer experience remains cutting-edge as technology evolves.

Amazon Connect is built on AWS and puts AI services to work natively within your environment without requiring multiple third-party solutions. Leveraging state-of-the-art models from Amazon Bedrock, it seamlessly integrates across your entire contact center experience. Contact center leaders can easily enable, optimize, and manage these native AI capabilities throughout the customer journey—from initial self-service interactions to agent support and conversation analytics that reveal customer sentiment and trends. This unified product eliminates the common problem of disconnected systems for different functions such as self-service, agent assistance, or analytics—turning every customer touchpoint into an opportunity to boost sales and delight customers through continuous learning.

Comprehensive AI capabilities across the entire customer experience with channel-based pricing

This next generation of Amazon Connect is leveling the playing field by making AI-native capabilities accessible to organizations of all sizes through simplified, predictable pricing. Organizations no longer need to make difficult decisions about which interactions deserve AI enhancements, weighing cost and complexity against potential benefits. The new bundled pricing is tied directly to your underlying channel usage (like voice minutes or chat sessions) rather than AI consumption, and includes the following capabilities for unlimited use, so organizations can confidently deliver AI-enhanced customer experiences across every touchpoint without cost-driven tradeoffs:

• Customer self-service. Deliver AI-powered self-service experiences across voice and digital channels at scale in 25+ languages that adapt to customers’ needs and reduce wait times.
• Agent assistance. Amazon Q in Connect detects customer issues to provide personalized responses and recommended actions based on customer information, knowledge repositories, and your web content.
• Conversational analytics. Search call and chat transcripts, analyze sentiment, identify issues, and monitor agent performance with conversational analytics and quality management capabilities powered by machine learning. Coming soon for SMS and email.
• Screen recording. Paired with conversational analytics and performance evaluation, supervisors can monitor, evaluate, and improve contact quality and agent performance.
• Post-contact summaries. Reduce agent after-call work time with AI-powered summarizations of customer interactions. These summaries preserve context when calls are transferred and provide immediate background when customers call back, eliminating repetitive questioning.
• Performance evaluations. Review and learn from 100% of customer interactions to identify coaching opportunities, discover best practices, reduce compliance risk, and complete evaluations more efficiently.
• Forecasting, capacity planning, and scheduling. Eliminate spreadsheets and guesswork with AI-powered workforce management that adjusts to changing patterns in real-time, while automatically handling agent requests without supervisor intervention.

What Amazon Connect customers are saying

The response to the next generation of Amazon Connect has been overwhelmingly positive from organizations across industries.

“Amazon Connect has transformed VMO2’s contact centres across six geographies, supporting 10,000+ agents. Using Amazon Connect capabilities has helped us identify customer interaction patterns, improving first-contact resolution and increasing digital adoption for customers who prefer self-service. We are further implementing generative AI-powered post-contact summaries to reduce manual work while strengthening compliance and quality management through consistent, automated processes. We have achieved results including faster complaint resolution, higher NPS scores, and reduced handle times, while boosting agent effectiveness. Our agents also feel more empowered and more effective. We’re eager to embrace even more AI-powered possibilities with Amazon Connect to achieve further excellence in customer service, delivering industry-leading customer experience.”

– Alan Stott, Director Customer Contact at Virgin Media O2

“Genpact applauds today’s launch of Amazon Connect and its ability to revolutionize customer experience at scale. As an AWS Premier tier partner, our strategic collaboration continues to deepen, and we are excited to leverage Amazon Connect to accelerate our clients toward an agentic AI future. Genpact’s solutions built on Amazon Connect have proven to reduce average handle time by up to 35% while boosting customer satisfaction scores and first-call resolution for over 150 companies with 10,000+ customer service agents. By combining Amazon Connect with Genpact’s deep industry expertise, together we can deliver even greater value to companies, improving customer experience and mitigating risk.”

– Sameer Dewan, Global Business Leader for Financial Services at Genpact

“As a global digital transformation company, Fujitsu offers a comprehensive range of technology products, solutions, and services. At Fujitsu Costa Rica, one of Fujitsu’s eight global delivery centers, our contact center has been powered entirely by Amazon Connect for five years, managing over 5,000 agents serving the customers of more than 450+ companies. We utilize Amazon Connect’s omnichannel communications for live agent-assisted customer interactions and self-service capabilities, and have significantly improved operations with Connect’s conversational analytics, automated evaluations, and capacity planning and agent scheduling. For example, we observe >96% accuracy in our intraday forecasts and improved compliance with country-specific labor laws in our pilot. We also see 15% efficiency gains in quality assurance driven by automated performance evaluations, and 10% improvement in customer satisfaction by empowering agents to take action based on real-time customer sentiment during interactions. We are excited that this next generation of Amazon Connect will help us standardize and continuously optimize AI-powered customer experiences globally, providing the type of powerful capabilities across all communications channels, on every interaction, that only Connect can offer.”

– Alex Sanchez, Head of Global Offering Technology and GDC Networks at Fujitsu

“At DXC, we make technology work seamlessly, enabling organizations to achieve their greatest potential. Our DXC Customer Experience, powered by Amazon Connect, revolutionizes the contact center space by creating efficiencies, optimizing operations, and enhancing customer experience. This transformation frees up time for our clients to focus on what they do best, leading to significant savings and high team satisfaction. We’re excited to expand our AI-enhanced agent capabilities with the next generation of Amazon Connect, further empowering our clients to excel.”

– Chris Drumgoole, President, Global Infrastructure Services at DXC Technology.

Realizing the vision of an AI-powered customer experience

This next generation of Amazon Connect directly addresses the integration challenges and piecemeal approach that have hindered organizations from realizing AI’s full potential. By delivering comprehensive AI capabilities in a unified product with unlimited use and pricing tied solely to your underlying channel usage rather than AI consumption, Amazon Connect eliminates the disconnected patchwork of tools, unpredictable costs, and implementation complexities that have limited AI adoption. Organizations of all sizes can now confidently grow their business while reducing costs—putting AI to work across their entire customer experience without the financial barriers and technical limitations that previously stood in the way.

With automatic updates and new capabilities delivered directly within Amazon Connect, your contact center will stay at the cutting edge of customer service technology without requiring additional implementation work. Organizations can implement sophisticated AI capabilities with no coding required, empowering them to make strategic improvements without technical barriers. This keeps your customer experience continuously improving and your operations future-proofed as customer expectations and AI technologies evolve, allowing you to focus on business outcomes rather than technology integration.

Visit the console and get started in just one click. Organizations that want to continue to use Amazon Connect core capabilities can continue to do so.