Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers. The service uses automatic speech recognition and artificial intelligence ...

This week the largest cloud computing vendor, AWS, is holding its 11 th re:Invent conference. Given its leading position in Infrastructure as a Service (IaaS), much of the news revolved around ...

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.

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 ...

The Amazon Connect agent workspace now supports third-party applications. “This allows customers to take either their existing vendor–built solutions, like calendaring applications and analytics apps, ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. This article dives into the happens-before ...

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 ...

AWS's contact center service adds capabilities that make it easier for businesses to identify customer issues and trends, search call and chat transcripts, and improve agent performance Intuit, John ...

AWS continues to add yet more software and services to build out its revenues and touchpoints with businesses that already use its cloud infrastructure for storage and to host and administer services ...