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 ...

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 ...

Amazon Web Services held its annual user and partner event, AWS re:Invent, last week in Las Vegas, and my purpose in attending was to get the latest and greatest information on Amazon Connect, the ...

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 ...

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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 ...

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 ...

- Amazon.com Inc is planning to close several call centers in the United States in a move toward remote working, Bloomberg ...