For users of AWS' Amazon Connect contact center services, segmentation tools added in the most recent update can enable close collaboration with marketing teams for outreach and upsells. Generative AI ...

In a new feature release, Amazon Connect users get Contact Lens chat analytics integrated with the contact center AI services AWS has offered since 2019 for voice conversations. The release broadens ...

The Amazon Connect agent workspace now supports third-party applications. “This allows customers to take either their existing vendor–built solutions, like calendaring applications and analytics apps, ...

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

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 ...

Welcome to the Enterprise Connect 2024 Day One edition of No Jitter Roll. Today, we highlight some of the announcements on day one of this year’s show, including Amazon Connect’s inclusion of new ...