Amazon Web Services has had its CCaaS (contact center as a service) offering, Amazon Connect, in general availability for a few years, but it doesn't get a lot of visibility. Contact ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

LAS VEGAS--(BUSINESS WIRE)--At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), today announced new generative AI capabilities in Amazon Connect, AWS’s cloud ...

Amazon Web Services Inc.’s cloud contact center service Amazon Connect is getting some major under-the-hood updates today aimed at improving the experience for both call agents and customers. Amazon ...

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced an integration with Sprinklr Modern Care and ...

At Enterprise Connect last month, Amazon Web Services got all kinds of "oohs" and "ahhs" when it announced the Amazon Connect contact center service. But were they warranted? The Amazon Connect ...

Zendesk announced its intentions to move from a CRM company to a contact center company as far back as ten years ago, with Sheila McGee-Smith talking to the company in 2015 about its cloud-based ...

Amazon Web Services said it is launching automated outbound communications for contact centers in preview as its Amazon Connect service gains momentum. The cloud provider said its Amazon Connect now ...

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 ...

Forbes contributors publish independent expert analyses and insights. I write about disruptive companies, technologies and usage models. AWS announced three new capabilities for Amazon Connect, its ...