Amazon Web Services Inc. is adding more artificial intelligence features to its Amazon Connect service, which helps companies run their contact centers more efficiently. The update was detailed today ...

AWS recently announced a significant expansion of Amazon Connect, introducing generative AI capabilities, Salesforce integration and enhanced security features to advance customer engagement, ...

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

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 ...

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 ...

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 ...

On Monday, March 17, 2025, AWS announced the next generation of Amazon Connect, as well as the general availability of Salesforce Contact Center with Amazon Connect, global integration of the AWS ...