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 ...

New capabilities include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching Organizations often struggle to deliver ...

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 ...