17-04-2025
AWS VP on How AI Revolutionizes Contact Centers: Tech Disruptors
'I think people should stop thinking about contact center as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers' says Pasquale DeMaio, AWS vice president of Amazon Connect to Anurag Rana, Bloomberg Intelligence senior technology analyst. 'In that sense, I think the status quo is really our competition.' In this Tech Disruptors episode, DeMaio and Rana touch several pressing topics relating to Contact Center-as-a-Service, among them being AI automation, data integration challenges and the shifts in enterprise and end user expectations for customer service.
