At Enterprise Connect last month, Amazon Web Services got all kinds of "oohs" and "ahhs" when it announced the Amazon Connect contact center service. But were they warranted? The Amazon Connect ...

Zendesk announced its intentions to move from a CRM company to a contact center company as far back as ten years ago, with Sheila McGee-Smith talking to the company in 2015 about its cloud-based ...

AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is changing. Research and Markets has released its 2025 Contact Center as a Service ...

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 ...