Amazon Connect: What's New - March 2025
New features, powerful improvements – see what’s landed in Amazon Connect this March.
From first-party AI across every channel to more intuitive tools for supervisors and agents alike, Amazon Connect continues to evolve at pace. March 2025 brings a fresh set of features designed to simplify operations, unlock intelligence, and boost performance across your contact centre. Here’s a roundup of what’s new, what’s useful, and what to look out for next.
Hot off the press from our resident Contact Centre Consultant and AWS Solution Architect, Alex Baker. Let’s dive into what’s new this month:
The Next Generation of Amazon Connect
Announced at Enterprise Connect 2025, the latest version of Amazon Connect is being dubbed the "next generation" – and for good reason. It brings together AI-powered capabilities across all channels, combined with a simplified all-you-can-eat pricing model.
Key highlights:
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One pricing model for voice, chat, AI features (like Contact Lens), scheduling, and Amazon Q in Connect
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Communication costs (e.g. telephony) still charged separately
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Greater ease of adoption for AI tools across operations
New Analytics Features: Amazon Connect Analytics Data Lake
A major step forward for reporting and insights, the Amazon Connect Data Lake provides a unified source for contact records, agent metrics, Contact Lens data, and more. New table updates make it easier to deep-dive into performance across:
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Lex bots
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Outbound campaigns
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Evaluation forms
API updates also support idempotency for more reliable data integration.
Agent Shift Bidding and Exchange
Now in FCS, agents can initiate shift trades with each other—without needing to take time off.
Managers can choose which trades are auto-approved and which need manual sign-off, depending on customer segment or task criticality. A great step toward flexibility without losing control.
Dynamic Evaluation Forms
Say goodbye to form overload. Evaluation forms can now show or hide follow-up questions based on earlier responses. For example, if a customer made a purchase on a call, the form can automatically surface a question about sales disclosures.
👉 Read more in the Admin Guide
Proficiency-Based Routing – More Updates
Previously, routing criteria could be updated only three times while a contact waited in queue. That limit’s gone. You can now update routing criteria as many times as needed—although only the last three are stored for metrics reporting.
Configure Amazon Q in Connect from the Admin Console
Admins can now set up AI agents, custom prompts, and content guardrails directly within the Amazon Connect admin site. This means less time jumping between tools, and more time getting the AI experience right.
🔧 Try the updated Amazon Q workshop
Native Voicemail with IVR Recording
There’s now an AWS-provided GitHub solution for capturing voicemail in the IVR leg—something that previously required Kinesis Video Streams. It creates a task and routes it to an agent with the voicemail recording attached. Fewer moving parts = easier implementation.
🔗 Check out the GitHub project
Final Thoughts
From real-time AI agents to smarter analytics and pricing flexibility, the March 2025 updates mark a significant step in the evolution of Amazon Connect. These features bring new levels of intelligence, automation, and configurability to contact centres looking to transform customer experience.
Need help assessing what these changes mean for your environment?
👉 Book a 30-minute envisioning session with our Amazon Connect experts and let’s reimagine what’s possible.
Excited to learn more? Download our What’s New in Amazon Connect overview.
Stay tuned for more updates as we continue to innovate and support your customer experience journey with Amazon Connect!
