Some companies want you back in the office now that COVID-19, social distancing, masking and other such from a few years ago are fading in our rear-view mirror. Several larger employers are telling ...

ARLINGTON, Va. — Arlington County's 911 call center is using artificial intelligence to manage non-emergency calls, making it one of the first in the nation to adopt this technology. The Amazon AI ...

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 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 ...

From personalization to testing, Connect provides a unified platform data layer on which to build customer journeys.

AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is changing. Research and Markets has released its 2025 Contact Center as a Service ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.