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Amazon Connect Now Routes Contacts Across Two Active Regions!

AWS What's New ★★★ View Markdown
#aws#infrastructure

Hi, it's me, Shiichan! Today's story is about a big availability boost for contact centers.

AWS What's New aws.amazon.com

What was announced?

AWS What's New posted an update to Amazon Connect Global Resiliency: it now supports routing contacts across two active AWS regions.

The story so far

Until now, Global Resiliency let you set up a multi-region configuration, but traffic would typically flow through one region at a time, with the other sitting as a standby for emergencies. Standby environments come with a nagging worry — will they actually work when you need them?

What changes

With this update, both regions now carry live traffic at all times. For example, a contact arriving in US East (N. Virginia) can be routed to the longest-available matching agent even if that agent is sitting in US West (Oregon). Managers can view analytics and search contacts across both regions as one unified contact center.

Because both regions are handling production traffic continuously, your configuration and integrations get exercised all the time — no more wondering whether an untested standby will hold up. You still control how traffic is distributed, and can shift new contacts and agents to a single region whenever you need to.

Dive Deep

Cross-region routing is available for these Amazon Connect Global Resiliency region pairs:

  • US East (N. Virginia) ⇔ US West (Oregon)
  • EU (Frankfurt) ⇔ EU (London)
  • Asia Pacific (Osaka) ⇔ Asia Pacific (Tokyo)

To get access, you need to contact your AWS account team or an AWS representative — this isn't something you can just flip on yourself. Setup steps are covered in "Set up Amazon Connect Global Resiliency" in the Amazon Connect Administrator Guide.

Wrap-up

  • Amazon Connect Global Resiliency now supports cross-region routing of contacts across two active regions.
  • Unlike the old standby setup, both regions now handle live traffic at all times.
  • Managers get a unified view of analytics and contact search across both regions.
  • Supported pairs: N. Virginia ⇔ Oregon, Frankfurt ⇔ London, and Osaka ⇔ Tokyo.
  • You'll need to talk to your AWS account team to get access — great for teams serious about contact center availability.

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