Welcome to our round-up of the top news in the CX space over the last seven days.
Amazon Turbocharges Its CCaaS Solution
Amazon has embedded an automated chatbot design tool into its CCaaS solution, alongside new case management and proactive outreach solutions.
The conversational AI innovation – known as the Amazon Lex Automated Chatbot Designer – allows Amazon Connect users to build, test, and deploy chatbots within the CCaaS platform.
Thanks to these capabilities, users access an automated chatbot design through the Lex console, now embedded within the Amazon Connect platform. Developers can then make tweaks, alter the bots’ responses, test the solution, and deploy it within a single app.
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Zoom Launches a New Framework for Hybrid Working
Zoom has released a new framework that aims to connect the enterprise with a central communication hub: Zoom One.
The hub combines its CCaaS solution – which allows employees to directly connect with customers – with its Zoom Spaces, Events, and Developers offerings.
By making this move, Zoom is seizing upon the latest CX trend of connecting CCaaS and UCaaS solutions while facilitating better employee connections in the new hybrid work reality.