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 ...

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 ...

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 ...

Amazon Connect’s pricing model encourages companies to experiment with different AI deployments. “If you're saying, ‘I know I can get some benefit of AI, but I'm not sure how much, so I need to do an ...