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 ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

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 ...

How To Set Up an IVR Call Flow to Maximize Containment Rate Your email has been sent Thoughtful IVR call flow design helps callers help themselves. Learn how to set up an intuitive caller journey and ...