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, ...

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 ...

Today, Amazon Connect announced that Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries directly to agents within seconds after a customer contact call complete ...

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