Amazon Web Services Inc. is adding more artificial intelligence features to its Amazon Connect service, which helps companies run their contact centers more efficiently. The update was detailed today ...

Amazon Web Services (AWS) was certainly a late entrant into the CCaaS space. Early in the 2010s, Five9, Talkdesk and NICE were defining the space, but AWS had yet to raise its flag. In reality, Amazon ...

AWS contact-center-as-a-service users now have case management and ticketing tools to organize views for complex customer interactions and inform self-service workflows. Case-management tools makes ...

On Monday, March 17, 2025, AWS announced the next generation of Amazon Connect, as well as the general availability of Salesforce Contact Center with Amazon Connect, global integration of the AWS ...

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 ...