Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
How Sun River Health modernized its contact center using AI and RingCentral to reduce employee friction, improve first‑call resolution, and deliver better patient experiences.
Rob Scott · 12 Mar 2026
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Rob Scott and Zeus Kerravala discuss the end of the per-seat model. Discover why AI agents are disrupting contact center economics at AWS re:Invent.
Rob Scott · 5 Dec 2025
Amazon Connect: Turning the "Sorry about that" Department into the "You might like this" Department
AWS re:Invent 2025: Ayesha Borker and Jack Hutton show how Amazon Connect uses 25 years of retail AI to transform contact centers from cost centers into revenue drivers.
Rob Scott · 4 Dec 2025
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
AWS re:Invent 2025: Mike Wallace explains how Amazon Connect acts as a "Flight Simulator" for Agentic AI—enabling safe testing, observability, and guardrails.
Rob Scott · 3 Dec 2025
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
AWS re:Invent 2025: Keith Ramsdell reveals how Amazon Connect's new autonomous agents, Nova Sonic voices, and simulation tools remove the fear of AI deployment.
Rob Scott · 2 Dec 2025
AWS re:Invent: You Don’t Have to Choose Between Human and Agentic
Is the future 100% AI or Human? Amazon Connect VP Pasquale DeMaio reveals why you don't have to choose. Explore Agentic AI updates from AWS re:Invent 2025.
Rob Scott · 2 Dec 2025