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 ...

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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.

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 ...

No industry has more variables impacting customer service than airlines. Weather issues, mechanical problems, staffing, and other factors can delay or cancel flights. Bags can also get lost, prices ...

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 ...

ARLINGTON, Va. — Arlington County's 911 call center is using artificial intelligence to manage non-emergency calls, making it one of the first in the nation to adopt this technology. The Amazon AI ...

AWS announced that with the latest release of Amazon Connect outbound campaigns, organizations can use Amazon Connect Customer Profile attributes to create outbound campaigns with defined market ...

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 ...

The "2025 Contact Center as a Service Worldwide Market Share Report" has been added to ResearchAndMarkets.com's offering. This report is the foremost resource for vendors, investors, analysts, and ...