Amazon Web Services Inc. is adding more artificial intelligence features to its Amazon Connect service, which helps companies run their contact centers more efficiently. The update was detailed today ...

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 ...

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