For this conversation, NJ spoke with Pasquale DeMaio, Vice President of Customer Experience services at AWS, an organization he founded in 2015. He is responsible for ensuring that Amazon Connect ...

Since Amazon Web Services launched its contact center solution, Amazon Connect, in March 2017, the company’s annual conference, AWS re:Invent, has been an opportunity to include new Amazon Connect ...

Amazon Web Services Inc.’s cloud contact center service Amazon Connect is getting some powerful new capabilities today that are aimed at helping make agents more productive and boost organizations’ ...

With Contact Lens, supervisors can automatically monitor all of their agents' interactions for customer experience, regulatory compliance, and adherence to script guidelines by defining custom ...

New capabilities include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching Organizations often struggle to deliver ...

Amazon Web Services Inc.’s cloud contact center service Amazon Connect is getting some major under-the-hood updates today aimed at improving the experience for both call agents and customers. Amazon ...

AWS introduced Amazon Connect, its customer service-oriented product, some years ago, putting it smack dab in the middle of enterprise applications. It also places the company in the position of ...

SEATTLE--(BUSINESS WIRE)--Today at Enterprise Connect, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), shared new business momentum milestones and announced three new ...

Amazon Connect is now a set of four modules, a new AI assistant launches, and a partnership with OpenAI is enhanced. AWS on Tuesday announced an expansion of its partnership with OpenAI and launched a ...

SEATTLE--(BUSINESS WIRE)--Today at AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com company (NASDAQ: AMZN), announced five new capabilities for AWS’s rapidly-growing contact center ...