Kate Leggett says, “Amazon just launched a preliminary cloud contact center offering, built on AWS. It offers an IVR, natural language understanding via Lex, queueing and routing and telephony infrastructure. It supports basic self-service interactions, and phone interactions. The best videos to explain what Amazon Connect does is at: Getting Started With Amazon Connect  and Introducing Amazon Connect.Even though this is a first step in the commercial contact center world, this offering is really cool. Why? Because Amazon knows how to build and run contact centers. They built their own... [...]