From acquisitions to more major agentic AI announcements, here are some extracts from our most popular news stories over the last seven days.
AWS Gives Amazon Connect a GenAI Facelift, Makes 10 Big CCaaS Announcements
AWS has embedded a host of generative AI (GenAI) capabilities across its CCaaS platform: Amazon Connect.
The capabilities cover self-service, proactive outreach, conversational analytics, and beyond.
In making the announcement, AWS lays the groundwork for its annual re:Invent conference, starting Monday, December 2.
Summarizing the release in a LinkedIn post, Colleen Aubry, SVP of AWS Solutions, wrote:
We’re putting generative AI to work, improving end-to-end customer experiences with these new features, including proactive and tailored customer communications, advanced self-service experiences with Amazon Q, customizable AI guardrails for safe deployment, and AI-driven agent coaching and contact analysis.
“These innovations will empower organizations to deliver relevant, efficient customer experiences while reducing costs.”
Amazon Q, as noted by Aubry, is the tech giant’s virtual assistant. In Connect, it supports contact center agents in suggesting personalized customer responses.
Now, AWS is making these capabilities customer-facing, cutting out the middle-man and having the virtual assistant converse autonomously with the customer.
As such, AWS may now offer the same “AI Agent” functionality that market rivals – such as Five9 and Cisco Webex – have announced and lauded over recent weeks. (Read on…).
Verint Acquires Cogito, Develops a Bot That Scores Live Customer Conversations
Verint has acquired Cogito, a real-time agent coaching and guidance solutions provider.
A company spokesperson confirmed the roll-up to CX Today, which was finalized in October 2024.
Already, Verint has harnessed Cogito’s technology to release a new bot for scoring customer and agent experiences.
The “CX/EX Scoring Bot” tracks all contact center calls in real time to attach live scores. Supervisors can then leverage these to monitor their team’s performance, with alerts recommending intervention and praise.
Additionally, managers and resource planners may take that insight to make targeted operational decisions that impact the broader team.
Ultimately, several other contact center AI providers have similar agent guidance propositions. However, the sophistication of Cogito’s AI proved to be a differentiator for Verint.
Indeed, Cogito extracts and evaluates 200+ acoustic and lexical signals in “milliseconds” to more accurately interpret the customer-agent conversation and inform the bot’s scores.
Sharing a statement on the acquisition with CX Today, the Verint spokesperson added:
The real-time coaching and CX/EX scoring technology developed by Cogito is an excellent complement to Verint’s CX Automation solutions.
“This is evidenced by our announcement of Verint CX/EX Scoring Bot, running in the Verint Open Platform as the newest addition to our Verint Agent Copilot Bots, which deliver stronger, faster AI business outcomes for leading brands around the world.” (Read on…).
Kore.ai Releases an Agentic AI Platform, Aims to “Transform How Enterprises Operate”
Kore.ai has launched a new Agentic AI Platform: AI for Work.