Amazon Connect: What's New - May 2025
Smarter scheduling, real-time insights, and expanded capabilities to supercharge your contact centre operations.
From enhanced dashboards to updated API functions and powerful scheduling tools, May’s Amazon Connect updates are all about giving admins, developers, and CX leaders more control, visibility, and flexibility. Whether you're managing a complex outbound campaign or streamlining agent workflows, these new features are designed to help you work smarter and scale faster.
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:
This month’s Amazon Connect updates include a mix of quality-of-life improvements and new capabilities that help contact centre teams better manage operations, reporting, and integrations.
Key highlights:
🔹 Bulk Agent Schedule Removal
You can now remove schedules for up to 400 agents in one go or up to 30 days for an individual agent — ideal for public holidays or offboarding scenarios.
🔹 Real-Time Adherence & Dashboards
Live agent adherence views are now available directly in the performance dashboard, with filters, conditional formatting, and sorting options to keep operations on track.
🔹 Outbound Campaign Insights
Campaign reporting just got smarter — five new metrics and dashboard drill-downs now offer visibility into engagement, execution, and delivery issues.
🔹 DescribeContact API Enhancements
Developers can now access disconnect reasons, recording statuses, ACW time, and custom attributes in a single API call, helping automate re-queuing and more.
🔹 Email Quotas Updates
Expanded limits on email domains (up to 100 per instance) and clarification on attachment and expiry settings help clarify configuration for high-volume environments.
🔹 Agent Hold Tracking
A new contact record field enables tracking of agent-initiated holds during multiparty calls — delivering insights into who’s keeping callers waiting.
🔹 Voice Transfer & Region Expansions
External voice transfer is now available in five additional regions, including London — great news for customers moving off legacy systems.
🔹 Voice Cherry Picking Prototype
Built by AWS SA Ryan Headland, this GitHub project showcases how agents can see and select live calls from their queue via a third-party app within Connect.
🔹 End of Voice ID Support
Heads-up: Amazon Connect Voice ID will no longer be supported after May 20, 2026.
🔹 Plus: Enhancements for GovCloud dashboards, WhatsApp support in more regions, agent schedule access controls, and improved analytics via the agent hierarchy group table.
Looking Ahead
These updates represent Amazon Connect’s continued commitment to intelligent, agile, and user-driven contact centre innovation. If you're exploring how to bring these capabilities into your operation or want to learn how Apollo — our data and AI accelerator for Amazon Connect — can help, we’d be happy to show you more.
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!
