12/5/2023, 12:00:00 AM ~ 12/6/2023, 12:00:00 AM (UTC)

Recent Announcements

AWS Elemental MediaLive now supports color space conversion with custom tone mapping

You can now use AWS Elemental MediaLive to apply custom color space conversion to your live video.

AWS Secrets Manager announces 99.99% Service Level Agreement

Today, AWS announces an updated Service Level Agreement (SLA) for AWS Secrets Manager, which promises a stronger availability commitment. AWS will use commercially reasonable efforts to make AWS Secrets Manager available with a Monthly Uptime Percentage for each AWS Region, during any monthly billing cycle, of at least 99.99% (the “Service Commitment”). In the event AWS Secrets Manager does not meet the Service Commitment, you will be eligible to receive a Service Credit as described in the AWS Secrets Manager SLA.

Customer Profiles launches calculated attributes that turn customer data into actionable insights

Amazon Connect Customer Profiles now enables contact center managers to create calculated attributes that turn customer behavior data (e.g., contacts, orders, web visits) into actionable customer insights such as a customer’s preferred channel to drive dynamic routing, personalize IVRs, and provide agents with more relevant customer context. In the Amazon Connect admin website, contact center managers can create calculated attributes in a few clicks to identify recent customer actions (e.g., last order status), patterns of behavior (e.g., preferred channel, frequency of contact), and customer value (e.g., total orders value) without depending on engineering resources. Contact center managers can use calculated attributes with the Customer Profiles Flows block to design personalized customer experiences such as IVRs (e.g., use the last order to pre-emptively offer an IVR menu to check order status), routing (e.g., route to a different queue with the lower wait time for repeat callers), and surface them to agents through step-by-step guides. Calculated attributes are always kept up-to-date based on the latest customer data that Customer Profiles syncs and merges from across Amazon Connect, SaaS applications such as Salesforce, and databases.

AWS DMS adds support for Amazon Relational Database Service for Db2 as a target endpoint

AWS Database Migration Service (AWS DMS) has added Amazon Relational Database Service (RDS) Db2 to its supported target endpoints. This update streamlines the migration of self managed Db2 workloads to Amazon RDS for Db2. As a managed service, Amazon RDS for Db2 simplifies the setup, operation, and scaling of Db2 databases in the cloud.

Amazon Rekognition launches Face APIs version 7 for improved accuracy and lower latency

Amazon Rekognition’s face-based features enable customers to analyze faces in images and videos at scale. Customers can use these features to support their various use cases, such as identity verification and media analysis. Today, Amazon Rekognition has launched Faces version 7. This version further improves accuracy and lowers latencies for near real-time face detection, compare, and search features.

Amazon Connect adds an additional 24 contact and agent metrics to access programmatically

Amazon Connect now provides an additional 24 contact and agent performance metrics (e.g., agent answer rate, idle time, contact handle time) in the GetMetricDataV2 API, which were previously only available in the historical metrics UI. With these contact and agent metrics, businesses can create custom dashboards to help supervisors identify coaching opportunities for agents such as high hold times, low contact answer rate, etc.

Amazon Connect launches new capabilities for measuring answered or abandoned contacts

Amazon Connect now provides the ability for businesses to define custom time thresholds between 1 second and 7 days for measuring the number of contacts answered or abandoned within a certain time duration in the real-time metrics page. For example, with these thresholds you can measure the number of contacts that abandoned within 4 seconds (also known as short abandons) to identify customers who picked the wrong IVR option or dialed the wrong number.

AWS Announces Amazon Q is available in preview on the AWS Console Mobile App for iOS

Amazon Web Services (AWS) is announcing the public preview of Amazon Q in the AWS Console Mobile Application. AWS customers using the AWS Console Mobile App for iOS can now use Amazon Q, the generative AI assistant in the AWS Console Mobile App to ask questions about AWS services, and receive concise, reliable answers in a mobile-friendly user interface with voice input and output capabilities. Amazon Q in the AWS Console Mobile App is also available for Android (announced on 11/28/23).

AWS Elemental MediaLive now supports image overlays for individual outputs

You can now use AWS Elemental MediaLive to apply image overlays to individual outputs from a MediaLive channel.

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