Simple: Connect was designed to be set up and run by business employees, not tech specialists. The graphical console makes the setup process (including the design of graphical call flows) intuitive.

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 ...

AWS made post-contact generative AI summaries available for supervisors, quality assurance and quality monitoring teams in March as part of a reporting and analytics system upgrade.

According to Jassy, Connect is the first call centre in the cloud with machine learning in mind. "People could have easily built it themselves on top of Lex, but they love that we do that," he said.

AWS Announces Contact Lens for Amazon Connect, a New Machine Learning-Powered Analytics Capability for Customers to Better Assess Call Contacts ...

The first enhancement that AWS introduced for Amazon Connect today is an AI-powered segmentation tool. It can scan a company’s customer base for buyers with similar interests.

By combining ServiceNow's IT support platform with Amazon Connect's natural language processing and AI technologies, the companies aim to make call centers more nimble in work's new normal.

The company says Amazon Connect works with existing AWS services such as DynamoDB, Amazon Redshift, or Amazon Aurora, as well as third-party CRM and analytics services.

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 ...