📰Contact Center Technology Weekly Digest — Issue #77

3 min readDec 9, 2022

In this issue: Three Ways to Leverage Integrations in Your Contact Centre, Five9 vs 8×8, AWS re:Invent 2022, and more.

📌Featured Content

A Spookily Powerful Chatbot Has Finally Arrived | Observer — observer.com
For years, chatbots have never measured up to the hype surrounding them. But OpenAI just changed that.

🎆News & Releases

Avaya & Genesys announce End of Life for on-premise systems. The future is cloud. — www.localmeasure.com
On-premise systems from Avaya & Genysis are being shelved, more confirmation Contact Centers are moving to the cloud for AI & ML, and customer experience.

Five9 Elevates Omni-Channel Customer Engagement with Innovations in Digital Self-Service, AI Design, and Analytics | Five9 — www.five9.com
The latest updates to the Five9 platform help companies create fluid experiences across digital and voice channels and unlock more value from their contact center data.

📰Other Insights

Three Ways to Leverage Integrations in Your Contact Centre — UC Today — www.uctoday.com
UC Today reports on the latest technology news from around the globe. Read similar Unified Communications news to ‘Three Ways to Leverage Integrations in Your Contact Centre ‘ here

Five9 vs 8×8: Comparing Pricing and Plans, Features, UX — getvoip.com
8x8 and Five9 both offer an impressive feature set, but there are some differences that you should know. Read on to learn more about their pricing, key features, user experience, and more.

What is Screen Popping in a Contact Center? | CX Today — www.cxtoday.com
Uncover the answers to questions such as: what is screen popping? How does it work? And how can it benefit my contact center?

🛠️Technical

How to programmatically access Amazon Connect Rules using APIs | Amazon Web Services — aws.amazon.com
Many businesses today use Amazon Connect Rules, a feature of Contact Lens for Amazon Connect, through Amazon Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the Amazon Connect console. Amazon Connect Rules now launched […]