Slowly but surely, Amazon’s AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and AI-centric) contact center service, which ...

Amazon Web Services (AWS) has updated its Amazon Connect contact center service to help enterprises offer a better end-to-end customer experience, the company announced at its ongoing annual re:Invent ...

At Enterprise Connect last month, Amazon Web Services got all kinds of "oohs" and "ahhs" when it announced the Amazon Connect contact center service. But were they warranted? The Amazon Connect ...

Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...

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Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

AWS recently announced a significant expansion of Amazon Connect, introducing generative AI capabilities, Salesforce integration and enhanced security features to advance customer engagement, ...

Caylent, a consulting firm that helps Amazon Web Services customers adopt AI, has acquired Pronetx, another consulting firm that focuses on selling Amazon’s AI-powered contact center software, called ...