Anyone whose been following the Cevo blog for a while knows that we are fans of the Amazon Connect product. Originally launched back in 2017, Amazon Connect is a contact centre as a service (CCaS) solution that offers easy, self-service configuration and enables dynamic, personal, and natural customer engagement at scale. However, like any AWS service, it’s not without its pitfalls and problems as shown in our review of the product last year (https://cevo.com.au/post/the-good-bad-ugly-amazon-connect/). Well, it’s another year, and the product team has been hard at work adding new features and addressing customer feedback. In this article, we will take a look at what’s been changed/added to the service over the past 12 months as well as take a look at what’s in store for the product going forwards.