At Enterprise Connect last month, Amazon Web Services got all kinds of "oohs" and "ahhs" when it announced the Amazon Connect contact center service. But were they warranted? The Amazon Connect ...

Zendesk announced its intentions to move from a CRM company to a contact center company as far back as ten years ago, with Sheila McGee-Smith talking to the company in 2015 about its cloud-based ...

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 ...

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 ...