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 ...

Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...

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 ...

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 ...