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 ...
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 ...
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 ...
Over the past few years, Amazon Connect expanded into generative- and then agentic AI-powered capabilities. For example, at AWS re:Invent 2025, Amazon Connect announced 29 agentic AI features ...
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