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, ...

Connect is a cloud-based service that offers companies a low-cost way to manage and support their customer service teams. "Tens of thousands of AWS customers use Amazon Connect to support more than 10 ...

This week, Amazon Web Services (AWS) launched enhanced capabilities for its artificial intelligence (AI)-powered assistant, Amazon Q in Connect, making it easier for contact centers to provide custom ...

Forbes contributors publish independent expert analyses and insights. Victor Dey is an analyst and writer covering AI and emerging tech. AWS signals a competitive posture in the CCaaS market with new ...

Amazon Web Services on April 23 announced the acquisition of NLX (nlx.ai), a conversational AI platform, folding it into Amazon Connect — AWS's cloud contact center offering. The company argues the ...

Amazon Web Services announced Thursday the launch of Amazon Connect Health. This AI agent-powered platform is meant to help healthcare organizations automate repetitive administrative tasks, including ...