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 ...

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 ...

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 service can be activated through a single click in Connect; it automatically transcribes and analyses customer calls and also has the capability to transcribe previously recorded calls.

Amazon Connect includes an integration with Amazon Lex, a tool for creating AI assistants. Companies can now enhance those assistants using another AWS machine learning service called Amazon Q.

Currently, contact flow management APIs are available in all AWS regions offering Amazon Connect. Moreover, customers can use the APIs without any additional charge.

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 ...