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 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 ...

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, ...

Amazon Connect is an Amazon Web Services (AWS) public cloud customer contact center service. Amazon Connect enables customer service representatives to respond to phone calls or chat inquiries from ...