Contact center as a service vendor Amazon Connect debuted multiple new features today, including Predictive Insights (PI), Assistant for Managers (AM), Testing and Simulation (T&S) and Conversational ...
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 ...
Over the past few years, Amazon Connect expanded into generative- and then agentic AI-powered capabilities. For example, at AWS re:Invent 2025, Amazon Connect announced 29 agentic AI features ...
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 ...
We’re able to save the day most the time.” Companies are adopting cloud-based contact center solutions to enhance customer ...
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 ...
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