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 ...

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 ...

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Amazon Web Services Inc. is moving agentic artificial intelligence up the software stack with the launch today of an expanded Amazon Connect portfolio, which has evolved into four distinct offerings ...

Las Vegas—November 28, 2023—At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), today announced new generative AI capabilities in Amazon Connect, AWS’s cloud ...

Amazon Web Services (AWS) has launched Amazon Connect Health, a healthcare tool powered by artificial intelligence that reduces administrative workload for healthcare providers and accelerates care ...

It has been just under a decade since Amazon Web Services Inc. launched Amazon Connect, taking its own internal contact center-as-a-service solution and commercialized it. At the time, there were many ...

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

The big new at AWS re:Invent this week was Amazon Q. During his keynote to open the event Tuesday, November 28, Adam Selipsky, CEO, AWS unveiled Amazon Q, described as a new type of generative AI ...

AWS announced that with the latest release of Amazon Connect outbound campaigns, organizations can use Amazon Connect Customer Profile attributes to create outbound campaigns with defined market ...