For this conversation, NJ spoke with Pasquale DeMaio, Vice President of Customer Experience services at AWS, an organization he founded in 2015. He is responsible for ensuring that Amazon Connect ...

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 ...

This week, Amazon Web Services (AWS) launched enhanced capabilities for its artificial intelligence (AI)-powered assistant, Amazon Q in Connect, making it easier for contact centers to provide custom ...

Amazon Q in Connect assists agents with real-time responses and recommended actions to help improve customer satisfaction and address customer needs faster Amazon Connect Contact Lens adds ...