Author: Jeremy Puent

What you will learn: How Amazon Connect’s enhanced module nesting (up to five levels deep) and universal cross-flow compatibility enable you to build maintainable, reusable contact center workflows, illustrated through a real-world travel booking reservation use case. Introduction In November 2025, we announced three powerful new capabilities for Amazon Connect flow modules: custom blocks with […]

We’re Willing to Be Misunderstood  At Amazon, one of our leadership principles is Customer Obsession and sometimes that means making decisions that feel counterintuitive in the short term but deliver exponential value over time. We’re willing to be misunderstood for long periods if it means building the right foundation for our customers’ future. If you’re […]

Introduction Contact center administrators face a persistent challenge: efficiently testing and validating contact flows without disrupting live operations. Traditional approaches—manually calling systems, building custom validation tools, or investing in third-party solutions—are time-consuming and expensive. Large enterprises often allocate significant annual budgets to automated testing tools alone, while manual validation can require days or weeks of […]

At the core of Amazon Connect, the AI-powered customer experience solution from AWS, are flows and modules – flows define the customer journey, while modules serve as reusable building blocks that streamline operations. Today, we’re announcing three new capabilities that make flows and modules more powerful, flexible, and maintainable than ever before. These enhancements address […]

Contact centers can be tough to integrate with, maintain, and manage. Amazon Connect is a cloud contact center service, which simplifies the contact center process, especially for the customers. Amazon Connect starts from the point of view that time is valuable. Spend time doing the things that help your customers to have the first-rate experiences. […]