The contact center industry is grappling with how to effectively incorporate artificial intelligence (AI), especially as new AI agents are on the horizon. Many legacy systems require extensive ...

Amazon Web Services on April 23 announced the acquisition of NLX (nlx.ai), a conversational AI platform, folding it into Amazon Connect — AWS's cloud contact center offering. The company argues the ...

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 ...