Enhance Your Contact Center Operations: Amazon Connect Now Supports Segment Creation from Imported Files
Seattle, WA – July 1, 2025 – Amazon Web Services (AWS) today announced a significant enhancement to Amazon Connect, its cloud-based contact center service. The new capability allows customers to seamlessly create segments from imported files, empowering them to better manage customer data and personalize interactions. This update further solidifies Amazon Connect’s position as a leading solution for building and operating intelligent contact centers.
In today’s competitive landscape, understanding and segmenting customer populations is crucial for delivering tailored and effective customer experiences. Previously, segment creation within Amazon Connect primarily relied on real-time data or integrations with other systems. With the introduction of imported file support, businesses now have a more flexible and powerful way to leverage their existing customer data for sophisticated segmentation strategies.
What does this mean for Amazon Connect users?
This new feature offers a streamlined approach to enriching contact center operations:
- Leverage Existing Data: Customers can now import their own customer lists, demographic information, purchase history, or any other relevant data stored in formats like CSV. This allows them to directly utilize the wealth of information they already possess to build targeted segments.
- Flexible Segmentation: The ability to import files opens up a broader range of segmentation possibilities. Whether it’s segmenting customers based on loyalty status, specific product interests, past engagement levels, or geographic location, the flexibility is greatly expanded.
- Personalized Customer Journeys: By creating highly specific segments, contact center agents can be better equipped with the context and information needed to personalize conversations. This can lead to improved customer satisfaction, increased agent efficiency, and more successful first-contact resolutions.
- Targeted Campaign Management: Marketing and customer service teams can use these imported file-based segments for highly targeted outbound campaigns, surveys, or proactive outreach, ensuring the right message reaches the right customer at the right time.
- Simplified Data Management: The import process is designed to be user-friendly, allowing for straightforward data uploads and association with existing customer profiles within Amazon Connect.
This enhancement underscores AWS’s commitment to continuously evolving Amazon Connect to meet the dynamic needs of modern contact centers. By providing greater control and flexibility over customer data and segmentation, Amazon Connect empowers businesses to build deeper customer relationships and drive more impactful business outcomes.
Customers can explore this new functionality within their Amazon Connect instances, further enabling them to deliver exceptional customer experiences.
Amazon Connect launches segment creation from imported files
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