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Amazon Connect launches improved wait time estimates

Amazon Connect now delivers improved estimated wait time metrics for queues and enqueued contacts, empowering organizations. This allows contact centers to set accurate customer expectations, provide convenient options such as callbacks when hold times are extended, and balance workloads effectively across multiple queues. By leveraging the improved estimated wait time metrics, contact centers can make more strategic routing choices across queues while gaining enhanced visibility for better resource planning. For example, a customer calling about billing during peak hours with a 15-minute wait is seamlessly transferred to a cross-trained team with 2-minute availability, getting help faster without repeating their issue. The metric works seamlessly with routing criteria and agent proficiency configurations. 
Quelle: aws.amazon.com

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AWS HealthImaging adds JPEG XL support

AWS HealthImaging now supports storing and retrieving lossy compressed medical images in the JPEG XL transfer syntax (1.2.840.10008.1.2.4.112). It is now simpler than ever to integrate HealthImaging with applications that require JPEG XL encoded DICOM data, such as digital pathology whole slide imaging systems.
With this launch, HealthImaging stores your JPEG XL Lossy image data without transcoding, which maintains the fidelity of your data and reduces your storage costs. Further, you can retrieve stored image frames in the JPEG XL format without the latency of transcoding at retrieval time.
Quelle: aws.amazon.com

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Amazon Connect now provides APIs to test and simulate voice interactions

Amazon Connect now offers APIs to configure and run tests that simulate contact center experiences, making it easy to validate workflows, self-service voice interactions, and their outcomes. With these APIs, you can programmatically configure test parameters, including the caller’s phone number or customer profile, the reason for the call (such as “I need to check my order status”), the expected responses (such as “Your request has been processed”), and business conditions like after-hours scenarios or full call queues. With this launch, you can also integrate testing directly into CI/CD pipelines, run multiple tests simultaneously to validate workflows at scale, and enable automated regression testing as part of your deployment cycles. These capabilities allow you to rapidly validate changes to your workflows and confidently deploy new customer experiences to production.
To learn more about these features, see the Amazon Connect API Reference and Amazon Connect Administrator Guide. These features are available in Asia Pacific (Mumbai), Africa (Cape Town), Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Europe (London), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), and Canada (Central) regions. To learn more about Amazon Connect, AWS’s AI-native customer experience solution, please visit the Amazon Connect website.
Quelle: aws.amazon.com

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AWS announces Flexible Cost Allocation in AWS GovCloud (US)

AWS Network Firewall now supports flexible cost allocation through AWS Transit Gateway native attachments in AWS GovCloud (US) Regions, enabling you to automatically distribute data processing costs across different AWS accounts. Customers can create metering policies to apply data processing charges based on their organization’s chargeback requirements instead of consolidating all expenses in the firewall owner account. This capability helps security and network teams better manage centralized firewall costs by distributing charges to application teams based on actual usage. Organizations can now maintain centralized security controls while automatically allocating inspection costs to the appropriate business units or application owners, eliminating the need for custom cost management solutions. Flexible cost allocation is available in AWS GovCloud (US-East) and AWS GovCloud (US-West) Regions. You can enable these features using the AWS Management Console, AWS Command Line Interface (CLI) and the AWS Software Development Kit (SDK). There are no additional charges for using this attachment or flexible cost allocation beyond standard pricing of AWS Network Firewall and AWS Transit Gateway. To get started, visit the Flexible Cost Allocation on AWS Transit Gateway service documentation.
Quelle: aws.amazon.com