Amazon Connect’s second act: From contact center to agentic AI suite

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 ...
Business Wire

Amazon Connect Introduces Generative AI Capabilities to Help Organizations Boost Worker Productivity, Save Costs, and Improve Customer Service Experiences

LAS VEGAS--(BUSINESS WIRE)--At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), today announced new generative AI capabilities in Amazon Connect, AWS’s cloud ...
SiliconANGLE

AWS upgrades Amazon Connect with new generative AI features

Amazon Web Services Inc. is adding more artificial intelligence features to its Amazon Connect service, which helps companies run their contact centers more efficiently. The update was detailed today ...
No Jitter

Amazon Connect becomes ‘Connect Customer’

Over the past few years, Amazon Connect expanded into generative- and then agentic AI-powered capabilities. For example, at AWS re:Invent 2025, Amazon Connect announced 29 agentic AI features ...
No Jitter

What Does Amazon Q Bring to Amazon Connect?

The big new at AWS re:Invent this week was Amazon Q. During his keynote to open the event Tuesday, November 28, Adam Selipsky, CEO, AWS unveiled Amazon Q, described as a new type of generative AI ...
Forbes

Amazon Connect Gets Agentic AI Boost As AWS Pushes To Regain Market Share

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 ...