19 · Comparison
The admin guide opened for this room uses a current product name that is not the old title.
That guide says Amazon Connect Customer is the current name for the product previously called Amazon Connect. It says Amazon Connect is now a set of agentic AI solutions for different business functions, and that this guide covers Amazon Connect Customer. This room uses that distinction and does not describe the other functions.
The page says agents spend time on voice, chat, SMS, or other channels. It says administrators provision phone numbers, and with managers they define queues, routing profiles, and flows. It says you pay only for what you use, and it links a pricing page. This room does not copy a price. Salesforce’s pages, in the previous track, name Amazon Connect as one telephony path into Partner Contact Center. That is a Salesforce sentence, not an Amazon ranking.
Amazon’s opened guide calls the product Amazon Connect Customer and describes voice, chat, SMS, queues, and flows. It does not give a price on this page.
The guide I opened calls the contact-center product Amazon Connect Customer.
If it fails: A comparison uses the old product title as if this guide still used it as the name.
Which description of Amazon Connect Customer is accurate?
Amazon’s opened guide says Amazon Connect Customer is the current name for the product previously called Amazon Connect, and that this guide covers Amazon Connect Customer. The same page says Amazon Connect is now a set of agentic AI solutions for different business functions. Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html accessed 2026-10-14.
A colleague reports: A comparison quotes the old name as if the guide still used it as the title. Where do you start?
A comparison quotes the old name as if the guide still used it as the title. Read the personas and the pricing sentence on that page. Do not invent a price. Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html accessed 2026-10-14.
Which description of CCAI Platform is accurate?
The opened Google Cloud page is titled Contact Center AI Platform. It says CCAI Platform is a contact-center service built natively on Google Cloud, uses other Gemini Enterprise for Customer Experience products, and is purpose-built to work alongside CRMs. The page names queuing and routing across voice and digital channels, and names Virtual Agent, Agent Assist, and Insights. Source: https://docs.cloud.google.com/contact-center/ccai-platform/docs accessed 2026-10-14.
Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.
A comparison uses the old product title as if this guide still used it as the name.
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.
Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.
Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.
