The week of Enterprise Connect proved to be as busy as expected, with everything from AWS launching the next generation of Amazon Connect to NICE unveiling an “industry-first” orchestration tool.
Here are extracts from some of our most popular news stories over the last seven days.
AWS Launches the Next Generation of Amazon Connect, Drops Another Solution with Salesforce
AWS has introduced the next generation of Amazon Connect, its cloud contact center platform, at Enterprise Connect 2025.
The release signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS offering.
That brings several benefits, including complete control of its roadmap and cost structure.
Yet, perhaps most significant is the newfound ability for customers to enable native AI in “just a few clicks”.
These native AI features are widespread, covering customer self-service, agent assistance, conversational analytics, and more.
AWS is among the few CCaaS providers to deliver first-party AI across the contact center experience, not relying on third-party integrations.
The launch of the next-generation Amazon Connect underscores the offering’s rapid development, as well as AWS’s rising CCaaS ambitions (Read on…).
Microsoft Pulls Teams Phone Into Its Dynamics 365 Contact Center
Microsoft has announced Teams Phone extensibility with Dynamics 365 Contact Center.
The move will allow users to leverage Teams Phone as a single integrated solution, powering voice interactions across Microsoft’s UCaaS and CCaaS platforms.
As a result, Microsoft alleviates the need to configure and administer a separate phone system for contact center deployments.
Key details include:
- Streamlined Deployment and Management: A single telephony solution simplifies operations, reduces complexity, and improves billing processes.
- Broad Geographic Coverage: Customers can leverage the broad availability of Teams Phone numbers worldwide.
- Increased Efficiency: Enterprises can manage UCaaS and CCaaS functionalities in one cohesive platform.
According to Microsoft, these capabilities aim to make it easier for businesses to “transition from on-premise contact centers to a cloud-based solution, enabling them to modernize their infrastructure while leveraging AI-driven tools.”
Teams Phone within the Dynamics 365 Contact Center will enter public preview in April (Read on…).
ServiceNow and NVIDIA Team Up to Deliver Agentic AI Evaluation Tools
ServiceNow and NVIDIA are combining to deliver agentic AI evaluation tools that will help the companies “redefine enterprise intelligence.”
The new solutions will assist enterprises with benchmark performance metrics like accuracy and transparency.
In doing so, the tools enable organizations to optimize deployments, forecast outcomes, and ensure secure, ethical, and compliant AI management at scale.
With the first set of agentic AI evaluation tools set to go live in May 2025, the release is another step towards ServiceNow’s goal of becoming the “AI control center” for enterprises.
From there, business leaders may oversee, analyze, and manage AI agents across the entire organization.
In discussing the news, Jon Sigler, EVP of Platform and AI at ServiceNow, explained that for AI agents to drive real business value, “organizations need the utmost confidence in their performance and ROI.
Our work with NVIDIA equips enterprises with the tools to evaluate AI agent performance early, as well as enhance AI agent intelligence and adaptability.
Away from the evaluation tools, the expanded partnership between the two tech firms also includes the integration of NVIDIA Llama Nemotron reasoning models with the ServiceNow Platform (Read on…).
NICE Unveils an “Industry-First” Orchestration Solution for Customer Service
NICE has launched an “industry-first” solution to deliver end-to-end customer service automation: CXone Mpower Orchestrator.
Announced at Enterprise Connect 2025, the solution layers over CXone, the CCaaS solution NICE has rearchitected over the past two years.
In doing so, the vendor has embedded AI across its “entire” platform, including its proprietary Enlighten AI.
With Mpower Orchestrator, NICE extends its AI ambitions, connecting its CCaaS platform to third-party applications, orchestrating the workflows that run between them, and applying automation.
Moreover, Orchestrator aims to analyze and optimize processes dynamically, proactively isolating and implementing improvements across the service ecosystem.
“Traditional deployments have often led to siloed workflows, complicating the customer experience,” noted Elizabeth Tobey, VP of Marketing at NICE.
CXone MPower Orchestrator solves this by unifying AI-driven processes across the enterprise, ensuring seamless connectivity between workflows, agents, and knowledge.
There are many key features of MPower Orchestrator that enable this (Read on…).
