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EU AI Act Article 50 Compliance for Amazon Connect
EU AI Act Article 50 requires contact centres to disclose AI interactions by August 2026. Here's what Amazon Connect customers need to do before the deadline.
Meet Matthew: The Honest AI Transforming the Contact Centre
Discover Matthew, the honest Agentic AI. Automate 60% of routine contact centre volume in Amazon Connect while seamlessly escalating complex tier-2 queries.
Same architecture, different bill
Every contact centre has the same six-layer architecture. The difference is how many vendors take margin. Compare the legacy CCaaS stack with Amazon Connect.
Application intelligence vs service intelligence: where agentic AI actually lands in the enterprise
Enterprise software vendors are shipping AI agents, but they only work inside their own platforms. The real value is in cross-platform orchestration. Three scenarios for how agentic AI develops as a new enterprise layer.
Voice AI is hard. Here's what nobody tells you.
The gap between a voice AI demo and a voice AI product is enormous. Here's what we've learned building voice AI into real contact centres.
Contact Centre Industry: Growth, Peak and Transformation
Q1 2026 deep dive into the $352B contact centre industry: inbound call growth, workforce trends, AI automation, and what it means for your business.