Salesforce Agentforce deployments can serve web chat, email, and voice channels from a single agent instance by decoupling the Atlas Reasoning Engine from presentation layers, according to a technical…
A developer built a production voice agent for travel booking inside an existing Amazon Connect environment, reaching a 92% successful end-to-end transaction rate and saving 10 to 15 minutes per autom…
AllCloud is positioning itself as an enterprise migration partner that moves organizations off legacy contact-center platforms such as Avaya, Cisco, and Genesys onto Amazon Connect and Salesforce Serv…
A vendor-neutral scoring method for evaluating whether to build or buy AI voice agents is outlined, with buying favored under about 50,000 minutes per month and building past about 150,000, where a cu…
Amazon Web Services (AWS) published a technical walkthrough for building a restaurant telephony AI host using Amazon Connect, Amazon Lex V2, Amazon Connect Agentic Voice, and Amazon Connect Customer A…
Amazon Connect vice president and general manager Pasquale DeMaio said AI and human agents work 'better together' in customer service, with AI handling simple requests and humans managing complex or e…
Observe.AI, an AI agents platform for customer experience, is hiring an AI Agent Engineer, Client Facing, offering $170k/yr, based in Redwood City, CA (Hybrid). The role involves building and deployin…
Amazon Connect now enables AI-led customer calls to be warm-transferred to Microsoft Teams experts via Azure Communication Services, preserving full context and audit trails. The solution, detailed by…
NeonNow promoted its contact-centre automation stack on July 8, 2026, positioning NeonNow IQ as an intelligence layer for intent detection, real-time sentiment, agent assist, automated summaries, and …
AWS announced a new healthcare appointment agent built with Amazon Nova 2 Sonic and Amazon Bedrock AgentCore, enabling voice-based patient authentication, appointment management, and pre-visit data co…
Pegasystems introduced Customer Engagement Studio at PegaWorld 2026, a tool designed to convert marketing briefs into live, personalized campaigns with built-in governance. Industry observers at the e…
At Zendesk Relate 2026 in Denver, the company "hard launched" agentic AI as the central theme of the event. A developer from Local Measure, which was acquired by Zendesk, reported that the overlay mod…
AWS announced a series of new products and partnerships on April 28, including a desktop app and pricing plans for its AI assistant Amazon Quick, four new agentic AI solutions for Amazon Connect, and …