Slowly but surely, Amazon’s AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and AI-centric) contact center service, which ...

LAS VEGAS--(BUSINESS WIRE)--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 ...

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At Enterprise Connect last month, Amazon Web Services got all kinds of "oohs" and "ahhs" when it announced the Amazon Connect contact center service. But were they warranted? The Amazon Connect ...

PEACHTREE CORNERS, Ga., Jan. 17, 2024 /PRNewswire/ -- USAN, a leader in customer engagement solutions, is proud to announce the launch of USAN Realm™, a groundbreaking SaaS platform designed to ...

Zendesk announced its intentions to move from a CRM company to a contact center company as far back as ten years ago, with Sheila McGee-Smith talking to the company in 2015 about its cloud-based ...

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 ...

Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

Whether it is states connecting with their constituents, health systems helping their patients, or schools answering requests from students and parents, the notion of the contact center has evolved.

Amazon Connect Contact Lens—an Amazon Connect feature that provides real-time contact center analytics and quality management—now helps identify the essential parts of call-center conversations with ...

Amazon Q in Connect assists agents with real-time responses and recommended actions to help improve customer satisfaction and address customer needs faster Amazon Connect Contact Lens adds ...