Amazon Web Services Inc. today announced a new feature for Connect Contact Lens, the company’s artificial intelligence tools for call center work, aimed at assisting workers with after-call work.

Amazon Web Services is stepping up its efforts to infuse contact and call centers with machine learning, real-time insights and the right data at the right time. AWS CEO Andy Jassy outlined a series ...

Slowly but surely, Amazon’s AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and AI-centric) contact center service, which ...

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 ...

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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 ...

4 Steps to Improve Call Flow from Greeting to Resolution Your email has been sent A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and ...