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 Connect’s pricing model encourages companies to experiment with different AI deployments. “If you're saying, ‘I know I can get some benefit of AI, but I'm not sure how much, so I need to do an ...

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 ...

Amazon is making a louder, more deliberate move into the fast-moving world of conversational AI. While the company has spent ...