Welcome to above the clouds
AWS – AWS launches AWS Transform custom to accelerate organization-wide application modernization
AWS Transform custom is now generally available, accelerating organization-specific code and application modernization at scale using agentic AI. AWS Transform is the first agentic AI service to accelerate the transformation of Windows, mainframe, VMware, and more—reducing technical debt and making your tech stack AI-ready. Technical debt accumulates when organizations maintain legacy systems and outdated code, […]
GCP – AWS and Google Cloud collaborate to simplify multicloud networking
As organizations increasingly adopt multicloud architectures, the need for interoperability between cloud service providers has never been greater. Historically, however, connecting these environments has been a challenge, forcing customers to take a complex “do-it-yourself” approach to managing global multi-layered networks at scale. To address these challenges and advance a more open cloud environment, Amazon Web […]
GCP – Expanding Google Cloud’s Cross-Cloud Network with a groundbreaking AWS collaboration
Today, we announced a significant collaboration with Amazon Web Services (AWS) to offer a managed, private and secure, on-demand, solution for cross-cloud connectivity. This solution is designed to enable customers to easily build enterprise-grade applications that span both Google Cloud and AWS environments. This collaboration is particularly timely, as the adoption of multicloud applications is […]
AWS – Amazon Connect now provides granular access controls for performance evaluations
Amazon Connect now enables businesses to restrict access to specific performance evaluation forms, preventing unauthorized access to evaluation form templates and completed evaluations. Businesses can provide managers access to modify or use only the evaluation form templates that are relevant to their business line or function, improving security and making it easier for managers to […]
AWS – Amazon Connect now supports AI agent assistance and summarization for Agentforce Service
Amazon Connect launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions. When human intervention is required, the seamless integration […]
AWS – Amazon Connect adds support for third-party speech-to-text and text-to-speech AI models for end-customer self-service
Amazon Connect now supports third-party speech providers for end-customer self-service, giving you greater flexibility in how you deliver voice experiences. You can integrate Deepgram for speech-to-text and ElevenLabs for text-to-speech directly within Amazon Connect, using them together with Amazon Connect’s native speech capabilities, built-in orchestration, analytics, and compliance controls. This feature is available with Amazon […]
AWS – Amazon Connect now provides improved analytics and monitoring for AI agents
Amazon Connect now provides analytics and monitoring capabilities for AI agents across self-service and agent assistance experiences. With this launch, you can measure and continuously improve AI agent performance and customer outcomes through easy to customize dashboards that provide key metrics like number of AI agent led interactions, hand-off rates, conversation turns, and average handle […]
AWS – Amazon Connect launches Model Context Protocol (MCP) support
Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. With this launch, businesses can enhance their AI agents with extensible tool capabilities that improve issue resolution. For example, an AI agent can automatically look up order status, […]
AWS – Amazon Connect Chat now supports in-flight data redaction and message processing
Amazon Connect now supports message processing that intercepts and processes chat messages before they reach any participant. This new capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards while delivering personalized customer experiences. The built-in sensitive data redaction can automatically detect and remove sensitive information like […]
AWS – Amazon Connect launches automated email responses using conditional keywords and phrases
Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated […]