The new Audio Enhancement for Amazon Connect mitigates background sounds and chatter in busy contact centers by suppressing agent-side noise. Two modes, 'Voice Isolation' and 'Noise Suppression,' provide flexibility based on agent setups, improving voice quality during calls.
Administrators can enable and configure these options per agent via the management console, with agents able to adjust settings in real time. The feature is available across all commercial AWS regions offering Amazon Connect. While vendor descriptions focus on noise reduction capabilities, independent performance metrics in operational environments remain to be disclosed.
Source & further reading
Amazon Connect introduces audio enhancements for noisy environments ↗Source published 2026-02-11. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.