The week of Enterprise Connect proved to be as busy as expected, with everything from AWS launching the next generation of Amazon Connect to NICE unveiling an "industry-first" orchestration tool.
Here are extracts from some of our most popular news stories over the last seven days.
AWS Launches the Next Generation of Amazon Connect, Drops Another Solution with Salesforce
AWS has introduced the next generation of Amazon Connect, its cloud contact center platform, at Enterprise Connect 2025.
The release signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS offering.
That brings several benefits, including complete control of its roadmap and cost structure.
Yet, perhaps most significant is the newfound ability for customers to enable native AI in “just a few clicks”.
These native AI features are widespread, covering customer self-service, agent assistance, conversational analytics, and more.
AWS is among the few CCaaS providers to deliver first-party AI across the contact center experience, not relying on third-party integrations.
The launch of the next-generation Amazon Connect underscores the offering’s rapid development, as well as AWS’s rising CCaaS ambitions (Read on...).
Microsoft Pulls Teams Phone Into Its Dynamics 365 Contact Center
Microsoft has announced Teams Phone extensibility with Dynamics 365 Contact Center.
The move will allow users to leverage Teams Phone as a single integrated solution, powering voice interactions across Microsoft’s UCaaS and CCaaS platforms.
As a result, Microsoft alleviates the need to configure and administer a separate phone system for contact center deployments.
Key details include:
- Streamlined Deployment and Management: A single telephony solution simplifies operations, reduces complexity, and improves billing processes.
- Broad Geographic Coverage: Customers can leverage the broad availability of Teams Phone numbers worldwide.
- Increased Efficiency: Enterprises can manage UCaaS and CCaaS functionalities in one cohesive platform.
According to Microsoft, these capabilities aim to make it easier for businesses to “transition from on-premise contact centers to a cloud-based solution, enabling them to modernize their infrastructure while leveraging AI-driven tools.”
Teams Phone within the Dynamics 365 Contact Center will enter public preview in April (Read on...).
ServiceNow and NVIDIA Team Up to Deliver Agentic AI Evaluation Tools
ServiceNow and NVIDIA are combining to deliver agentic AI evaluation tools that will help the companies “redefine enterprise intelligence.”
