Latest Amazon Connect News

AI & Automation in CX

Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story

Customer Analytics & Intelligence

Containment Metrics Are Killing Customer Trust, Says Amazon Connect

Contact Center & Omnichannel​

Microsoft Copilot Studio Launches Realtime Voice Agents for Dynamics 365 Contact Center

Security, Privacy & Compliance

Insurance CX Is Losing Customers at the Worst Possible Moment: Payment

AI & Automation in CX

Why the Network Layer Is Now a CX Problem

Contact Center & Omnichannel​

Amazon Connect Shifts the Contact Center Goal From Deflection to Relationship

Security, Privacy & Compliance

The “Day 2” Migration Problem: Why Legacy Compliance Fails on Amazon Connect

Workforce Engagement Management

Why Workforce Engagement Platforms Are Replacing Legacy WFM Systems

Contact Center & Omnichannel​

Are Your Contact Center Metrics Hiding True Costs?

Contact Center & Omnichannel​

Is Your Routing Engine Breaking Omnichannel CX?

AI & Automation in CX

Tottenham Hotspur Connects Fan Data With Salesforce Service Cloud

AI & Automation in CX

HubSpot Joins the Outcome-Based Pricing Revolution

Contact Center & Omnichannel​

Enterprise Connect 2026: Five Significant CX Announcements You May Have Missed

AI & Automation in CX

Big CX News from Salesforce, Zendesk, NiCE & AWS

AI & Automation in CX

60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren’t They?

AI & Automation in CX

Amazon Connect Wants to Kill Call Deflection as a Success Metric