Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform Artwork

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CX Today

Big CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center Platform

April 03, 2025 • CXToday.com • Season 3 • Episode 29

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect each story.

In this edition, our CX experts include:

Liz Miller, VP & Principal Analyst at Constellation Research
Rebecca Wetteman, CEO & Principal Analyst at Valoir
Shelly Kramer, President & CEO at Kramer & Company
Finbarr Begley, Senior Research Analyst at Cavell

During the conversation, they share more insight into each of the three following news stories:

AWS Launches the Next Generation of Amazon Connect

The Amazon Connect relaunch signals a major platform re-architecture, with AWS embedding first-party AI across its CCaaS platform.

Zendesk Debuts a New CCaaS Solution After Acquiring Local Measure

Following Zendesk's acquisition of Local Measure, it introduced a CCaaS solution for the midmarket and above.

Genesys Delays Its Bid to Become an IPO

The Information broke the story, with its sources suggesting that the company chose to do so because of increased "stock market volatility". But are there other reasons.

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