AWS is moving beyond IaaS and PaaS

Last week, Amazon Web Services launched Amazon Connect, a cloud-based contact center service. The objective is to provide enterprises with an easier-to-use and faster-to-deploy call center system. But there’s deeper meaning to Amazon Connect than simply a new service from AWS.

From a technology perspective, Amazon Connect works the same way as Amazon’s customer service system, incorporating its Lex AI technology for natural language processing, which is also used by the Alexa virtual assistant—yes, Alexa from the Amazon Echo.

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