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

AWS contact-center-as-a-service users now have case management and ticketing tools to organize views for complex customer interactions and inform self-service workflows. Case-management tools makes ...

AWS recently announced a significant expansion of Amazon Connect, introducing generative AI capabilities, Salesforce integration and enhanced security features to advance customer engagement, ...

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 ...

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 ...

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 ...

This week, Amazon Web Services (AWS) launched enhanced capabilities for its artificial intelligence (AI)-powered assistant, Amazon Q in Connect, making it easier for contact centers to provide custom ...

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 ...

AWS's take on AI agents for customer service: A few contact centers will attempt total automation. A few will use AI agents only to assist humans. Most will blend the two and meet somewhere in the ...

Amazon Web Services Inc. is moving agentic artificial intelligence up the software stack with the launch today of an expanded Amazon Connect portfolio, which has evolved into four distinct offerings ...