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Our Latest Views and News for all Things CX

Insights and stories from local and global organisations transforming customer experience with Amazon Connect and AWS AI

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Can Amazon Connect Replace Your CRM? The Journey from Integration to Autonomy

In the rapidly evolving landscape of customer experience (CX), a recurring question continues to surface within IT and operations departments.

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Why Amazon Connect: A Guide for Australian Businesses

With many Australian businesses grappling with the growing challenge of delivering next generation customer experiences.

Generative AI & Contact Centres: A Practical Guide

Whilst there has been more than a decade of talk about AI in contact centres.

6 Steps to Pick the Right Cloud Contact Centre Solution

Conducting a viability assessment on a new cloud contact centre solution can feel overwhelming.

4 Practical Applications of Amazon Connect Contact Lens

Amazon Connect Contact Lens is a powerful tool designed to provide deeper insights into contact centre operations.

Beyond Automation: A Technical Deep Dive into Amazon Connect at re:Invent 2025

The announcements at AWS re:Invent 2025 signaled a definitive shift in the Contact Centre as a Service (CCaaS) landscape.

The Shift to Agentic CX: Navigating Contact Centre AI Trends in 2026

The conversation surrounding Artificial Intelligence in the contact centre has undergone a fundamental shift.

Why Amazon Connect: A Guide for Australian Businesses

With many Australian businesses grappling with the growing challenge of delivering next generation customer experiences.

Beyond Automation: A Technical Deep Dive into Amazon Connect at re:Invent 2025

The announcements at AWS re:Invent 2025 signaled a definitive shift in the Contact Centre as a Service (CCaaS) landscape.

4 Practical Applications of Amazon Connect Contact Lens

Amazon Connect Contact Lens is a powerful tool designed to provide deeper insights into contact centre operations.

Can Amazon Connect Replace Your CRM? The Journey from Integration to Autonomy

In the rapidly evolving landscape of customer experience (CX), a recurring question continues to surface within IT and operations departments.

6 Steps to Pick the Right Cloud Contact Centre Solution

Conducting a viability assessment on a new cloud contact centre solution can feel overwhelming.

Generative AI & Contact Centres: A Practical Guide

Whilst there has been more than a decade of talk about AI in contact centres.

The Shift to Agentic CX: Navigating Contact Centre AI Trends in 2026

The conversation surrounding Artificial Intelligence in the contact centre has undergone a fundamental shift.

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