The feature allows incoming contacts to route dynamically to the longest-available matching agent across two AWS regions simultaneously handling live traffic. Managers gain unified visibility into contacts and analytics spanning both regions, providing seamless operational management across geographies.
This active-active regional setup eliminates idle standby environments and ensures that full configurations and integrations are continuously exercised. Customers maintain control over traffic distribution and can shift contacts and agents between regions as needed. The feature is supported in specified AWS regional pairs worldwide.
Source & further reading
Amazon Connect Global Resiliency now supports cross-region routing of contacts across two active AWS regions ↗Source published 2026-08-31. 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.