# contact center insights

Rangoon Insights reporting and guides tagged contact center.

Canonical: https://rangoon.ai/insights/tags/contact-center/

## Topics
- [Agent systems](https://rangoon.ai/insights/topics/agents/): Agent runtimes, handoffs, tools, and the boundaries that make them reviewable.
- [Governance](https://rangoon.ai/insights/topics/governance/): Policy, identity, authorization, approvals, and evidence for consequential work.
- [Infrastructure](https://rangoon.ai/insights/topics/infrastructure/): Model serving, sandboxes, tool services, and deployment boundaries.
- [Models](https://rangoon.ai/insights/topics/models/): Inference choices, local serving, compatibility, and operational tradeoffs.

## Stories
- [NiCE launched CXone Agents with AI Studio creation and CXone data-layer access](https://rangoon.ai/insights/archive-nice-cxone-agents-june-2025/)
  NiCE announced CXone Agents on June 17, 2025, describing no-code agents that connect CXone APIs, knowledge, channels and models across service workflows.
- [Google Cloud detailed Customer Engagement Suite agent building, multimodal inputs and API tools](https://rangoon.ai/insights/archive-google-cloud-customer-engagement-suite-april-2025/)
  Google Cloud detailed a next-generation Customer Engagement Suite on April 10, 2025, connecting Conversational Agents, agent assistance, insights and contact-center functions.
- [AWS introduced a bundled next-generation Amazon Connect across the contact lifecycle](https://rangoon.ai/insights/archive-amazon-connect-next-generation-march-2025/)
  AWS announced the next generation of Amazon Connect on March 18, 2025, combining self-service, agent aid, analytics, summaries, evaluation and workforce functions.


## More information

- [Documentation index](https://rangoon.ai/llms.txt)
- [AI access and policies](https://rangoon.ai/ai/)
- [Source repository](https://github.com/hypler-dev/rangoon)