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Meet Matthew: The Honest AI Transforming the Contact Centre
Discover Matthew, the honest Agentic AI. Automate 60% of routine contact centre volume in Amazon Connect while seamlessly escalating complex tier-2 queries.
Same architecture, different bill
Every contact centre has the same six-layer architecture. The difference is how many vendors take margin. Compare the legacy CCaaS stack with Amazon Connect.
Application intelligence vs service intelligence: where agentic AI actually lands in the enterprise
Enterprise software vendors are shipping AI agents, but they only work inside their own platforms. The real value is in cross-platform orchestration. Three scenarios for how agentic AI develops as a new enterprise layer.
Voice AI is hard. Here's what nobody tells you.
The gap between a voice AI demo and a voice AI product is enormous. Here's what we've learned building voice AI into real contact centres.
Contact Centre Industry: Growth, Peak and Transformation
Q1 2026 deep dive into the $352B contact centre industry: inbound call growth, workforce trends, AI automation, and what it means for your business.