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 ...

ISG has launched a study of providers that help firms use Amazon Connect to add AI capabilities to contact centers and ...

Amazon Web Services Inc. is moving agentic artificial intelligence up the software stack with the launch today of an expanded Amazon Connect portfolio, which has evolved into four distinct offerings ...

“CloudInteract owns the voice AI and the Amazon Connect layer. We bring Pega Customer Service™, Pega Customer Decision Hub™, and Case Management. One accountable team, two specialisms,” said Andrew ...

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 ...

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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 ...

The big new at AWS re:Invent this week was Amazon Q. During his keynote to open the event Tuesday, November 28, Adam Selipsky, CEO, AWS unveiled Amazon Q, described as a new type of generative AI ...