Amazon Connect is a cloud-based contact center service by AWS that provides a unified interface for handling customer interactions via voice, chat, and tasks. It includes capabilities such as skills-based routing to match customers with the best-suited agent, real-time caller authentication, and fraud detection using voice characteristics, and detailed case management to track and resolve customer issues across multiple interactions. Additionally, it offers advanced analytics for sentiment analysis, transcription, and compliance monitoring, as well as tools for agent productivity like generative AI-powered assistance and customizable step-by-step guides.

Balto is a real-time guidance platform for contact center agents that uses AI to analyze audio and generate prompts and notifications.

BirchAI is AI contact center software that generates post-call summaries, classifies encounters, and analyzes contact center performance.