Welcome
Amazon Connect Service
Note
Amazon Connect now refers to a portfolio of agentic solutions for business functions. The legacy product is now called Amazon Connect Customer, or simply Customer. The legacy name is used interchangeably in this documentation.
Connect Customer Customer engages customers at every touchpoint and creates deeper relationships with AI powered capabilities.
Build and manage customer communication experiences. Connect customers to agents, enable intelligent routing, and track performance in real-time.
There are limits to the number of Connect Customer resources that you can create. There are also limits to the number of requests that you can make per second. For more information, see Connect Customer Service Quotas in the Connect Customer Administrator Guide.
You can use an endpoint to connect programmatically to an AWS service. For a list of Connect Customer endpoints, see Connect Customer Endpoints.
Amazon AppIntegrations Service
The Amazon AppIntegrations service enables you to configure and reuse connections to external applications.
For information about how you can use external applications with Connect Customer, see the following topics in the Connect Customer Administrator Guide:
Amazon Connect Contact Lens
Amazon Connect Contact Lens enables you to analyze conversations between customer and agents, by using speech transcription, natural language processing, and intelligent search capabilities. It performs sentiment analysis, detects issues, and enables you to automatically categorize contacts.
Amazon Connect Contact Lens provides both real-time and post-call analytics of customer-agent conversations. For more information, see Analyze conversations using speech analytics in the Amazon Connect Administrator Guide.
Amazon Connect Outbound Campaigns
With the outbound campaigns feature of Connect Customer, you can create high-volume outbound campaigns. For example, you can use this feature for appointment reminders, telemarketing, subscription renewals, or debt collection. For more information, see Set up outbound communications in the Connect Customer Administrator Guide.
Note
Outbound campaigns version 1 APIs are not supported in the af-south-1 Africa (Cape Town) region. You can use the Outbound campaigns version 2 API actions and data types in this region.
Amazon Connect Outbound Campaigns V2
With the outbound campaignsV2 feature of Connect Customer, you can create high-volume outbound campaigns. For example, you can use this feature for appointment reminders, telemarketing, subscription renewals, or debt collection. For more information, see Set up outbound communications in the Connect Customer Administrator Guide.
Amazon Connect Cases
With Connect Customer Cases, your agents can track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. A case represents a customer issue. It records the issue, the steps and interactions taken to resolve the issue, and the outcome. For more information, see Connect Customer Cases in the Connect Customer Administrator Guide.
Amazon Connect Participant Service
Use the Connect Customer Participant Service to manage participants (for example, agents, customers, and managers listening in), and to send messages and events within a chat contact. The APIs in the service enable the following: sending chat messages, attachment sharing, managing a participant's connection state and message events, and retrieving chat transcripts.
Amazon Connect Customer Profiles
Connect Customer Customer Profiles is a unified customer profile for your contact center that has pre-built connectors powered by AppFlow that make it easy to combine customer information from third party applications, such as Salesforce (CRM), ServiceNow (ITSM), and your enterprise resource planning (ERP), with contact history from your Connect Customer contact center.
For more information about the Connect Customer Customer Profiles feature, see Use Customer Profiles in the Connect Customer Administrator's Guide.
Amazon Q Connect
Note
Powered by Amazon Bedrock: AWS implements automated abuse detection. Because Amazon Q in Connect is built on Amazon Bedrock, users can take full advantage of the controls implemented in Amazon Bedrock to enforce safety, security, and the responsible use of artificial intelligence (AI).
Amazon Q in Connect is a generative AI customer service assistant. It is an LLM-enhanced evolution of Connect Customer Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately.
Amazon Q in Connect automatically detects customer intent during calls and chats using conversational analytics and natural language understanding (NLU). It then provides agents with immediate, real-time generative responses and suggested actions, and links to relevant documents and articles. Agents can also query Amazon Q in Connect directly using natural language or keywords to answer customer requests.
Use the Amazon Q in Connect APIs to create an assistant and a knowledge base, for example, or manage content by uploading custom files.
For more information, see Use Amazon Q in Connect for generative AI powered agent assistance in real-time in the Connect Customer Administrator Guide.
Amazon Voice ID
Important
End of support notice: On May 20, 2026, AWS will end support for Connect Customer Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Connect Customer console, access Voice ID features on the Connect Customer admin website or Contact Control Panel, or access Voice ID resources. For more information, visit Connect Customer Voice ID end of support.
Connect Customer Voice ID provides real-time caller authentication and fraud risk detection, which make voice interactions in contact centers more secure and efficient.
For more information about the Voice ID feature, see Use real-time caller authentication with Voice ID in the Connect Customer Administrator Guide.
