Amazon Connect Global Resiliency now supports cross-region routing of contacts
Amazon Connect Global Resiliency enables contact routing across two linked AWS regions, allowing managers to view both regions as a unified contact center.
Amazon Connect Global Resiliency now enables cross-region routing of contacts to agents across two linked AWS regions. For example, a contact arriving in US East (N. Virginia) is routed to the longest-available matching agent, whether located in US East (N. Virginia) or US West (Oregon). Managers can view analytics and search contacts across both regions as a single contact center. Both regions carry live traffic at all times, ensuring neither remains idle as an untested standby. Full configuration and integrations are exercised continuously in both regions, providing confidence that either environment can handle the full workload when needed. Users retain full control over traffic distribution and can shift new contacts and agents to a single region at any time. This feature is supported for all AWS regional pairings where Amazon Connect Global Resiliency is available.
Why it matters
This update is relevant for small and medium businesses and enterprises that need to optimize contact center operations across multiple AWS regions.