This week the largest cloud computing vendor, AWS, is holding its 11th re:Invent conference. Given its leading position in Infrastructure as a Service (IaaS), much of the news revolved around infrastructure.
Over the past few years, AWS has been offering a handful of SaaS services, one of which is its Connect contact center product, and the company announced several new capabilities to this solution.
One of the major focus areas for Amazon Web Services Inc.‘s 11th annual re:Invent conference this week is machine learning and artificial intelligence, and that focus comes as businesses are looking to use the technologies to analyze data and transform their organizations.
It’s been nearly three years since cloud titan, Amazon Web Services (AWS) jumped into the contact center space when it announced its Amazon Connect cloud contact center solution. The company is a late entrant in the space, which normally spells doom for any company because once a market is mature, it’s hard to disrupt. AWS promised to be different and use artificial intelligence (AI) to take contact centers in an entirely different direction.