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 ...

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 ...

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 ...