Amazon Web Services (AWS) just released Amazon Connect — its "simple, scalable and reliable service" for running call centers. The service uses automatic speech recognition and artificial intelligence ...

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 ...

It has been just under a decade since Amazon Web Services Inc. launched Amazon Connect, taking its own internal contact center-as-a-service solution and commercialized it. At the time, there were many ...