Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automation, chat workflows, MCP support, and real-time chat message streaming. Also, discover the highly-anticipated Nova Sonic LLM's integration for more...
All content for ACP: The Amazon Connect Podcast is the property of CloudInteract - cloudinteract.io and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automation, chat workflows, MCP support, and real-time chat message streaming. Also, discover the highly-anticipated Nova Sonic LLM's integration for more...
Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automation, chat workflows, MCP support, and real-time chat message streaming. Also, discover the highly-anticipated Nova Sonic LLM's integration for more...
Send us a text In this episode, Tom and Alex sit down with Ruben Opdenakker, Head of Product at Ideal Systems, to explore the mobile evolution of Amazon Connect — and how it's transforming the way organisations engage with customers. Traditionally known as a powerful cloud contact centre solution, Amazon Connect is now breaking free from the desk with Mobile Connect. Discover how mobile capabilities are enabling field sales teams, engineers, and other remote employees to connect with customer...
Send us a text Join Tom and Alex in this episode of ACP as they discuss the latest in outbound campaigns and proactive engagement with Anjan Mukherjee, Head of Product for Amazon Connect. Discover the evolution of consumer communication preferences, the importance of personalized engagement, and how AI-driven solutions are transforming business outreach. Learn practical insights and examples on boosting customer loyalty, increasing sales, and improving customer satisfaction using Amazon...
Send us a text In this episode, Tom and Alex return refreshed and ready to dive into everything Amazon Connect. They provide a detailed update on the latest features and improvements in Amazon Connect from the past two months, including real-time dashboards, Lex bot integration, agent performance evaluations for email contacts, and outbound dialer enhancements. They also discuss the importance of user adoption, covering strategies for successfully implementing Amazon Connect in your contact c...
Send us a text Join Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discuss the importance and benefits of automation both within and outside the scope of AI. From traditional IVR systems and chatbots to newer advancements in agent productivity, self-service, workflow automation, and quality monitoring, they cover a breadth of use cases. Tune in to learn how automation can enhance customer and agent experiences, redu...
Send us a text Join us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change Director, and Nick Seagrave, CTO, share their insights on the future of contact centers in 2025. The discussion dives into key themes such as change management, technological advancements, and the evolving customer experience. Learn about the role of AI, cloud migration, and innovative solutions like Apollo in transforming contact centers...
Send us a text Join us as we explore the screen recording feature of Amazon Connect in this deep dive episode. Hosts Tom and Alex discuss its origins, functionalities, and implications for call centers, including agent monitoring, compliance, and training. Learn about enabling the feature, its technical requirements, and potential use cases. Dive into the practical applications and considerations of implementing screen recording and how it might shape the future of contact center operat...
Send us a text Join Tom and Alex as they delve into the latest announcements from AWS re:Invent 2024, focusing on Amazon Connect. This episode covers various new features, including collection of sensitive customer data, generative AI-powered self-service, WhatsApp business messaging integration, AI guardrails, external voice transfers, and Salesforce contact center preview. They are also joined by Nancy Van Delist direct from the event, sharing her experiences and the best expo highl...
Send us a text Join hosts Tom Morgan and Alex Baker for a special live episode of the Amazon Connect Podcast, recorded at the second independent user group meeting for Amazon Connect in London. This episode features detailed discussions on Amazon Connect technologies, user experiences, and innovations from industry leaders. Highlights include insights from AWS representatives, hands-on user experiences from various sectors, and keynotes from notable figures like John Ing, the founder of the ...
Send us a text Join hosts Alex and Tom as they dive into the future of customer experience (CX) with Jonathan from Emite. Discover Emite's innovative platform that integrates data from various sources like Amazon Connect and CRM systems into a unified solution, providing self-service reporting, dashboards, and KPI tracking. Learn how AI and IoT are transforming industries by processing real-time data from smart devices, and uncover the evolving role of contact center agents as knowledg...
Send us a text Join hosts Tom Morgan and Alex Baker on ACP, the Amazon Connect Podcast, for an in-depth exploration of Amazon Connect billing. This episode covers the differences between consumption-based and subscription-based billing models, delving into their respective advantages and challenges. Gain valuable insights into managing AWS billing, with a specific focus on Amazon Connect's monthly charge system and strategies for cost forecasting. Learn how to leverage cost calculators, secur...
Send us a text In this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's career journey from the telecommunications and IT sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to modern cloud platforms and the ongoing challenges in customer service technology. Simon shares insights on embracing technological advancements lik...
Send us a text In this episode of ACP, hosts Tom and Alex are joined by special guest Ajmal Mahmood, Customer Experience Director at Omningage. Ajmal shares his extensive background in the contact center industry, discusses the building of Omningage's Amazon Connect-based product Rocket CCaaS, and highlights the innovative features and benefits of their solutions. The conversation also delves into the impact of AI and the evolving needs of customer and agent experiences in the contac...
Send us a text Join us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amazon Connect, we explore how to stay updated with its continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect Communication Specialist plan and the Connect Developer Learning Plan. We also highlight the benefits of certifications, hands-on practice, and fo...
Send us a text In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata. John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect. Lea...
Send us a text Join Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and explore the importance of planning for this massive event. Discover what's new with Amazon Connect, including free-text search functions, enhanced generative AI summaries, and new dashboards. Learn about the keynotes, sessions, and networking opportunities at re:Invent, and get tips on making the most out of your experience. Stay ...
Send us a text Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers. Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer interactions. Learn about the potential of AI in quality monitoring, from real-time feedback to full automation, and discover how these innovations ca...
Send us a text In this episode of ACP, we are joined by Phil Smith and Steve Mew from Nopaque. They dive deep into their journey through cloud computing, the inception of Nopaque, and how they're tackling challenges in telecommunication testing with innovative tools. They discuss the significance of IVR mapping, integration of AI, and the future of proactive customer experience testing. Tune in to hear about their unique approaches, challenges they've overcome, and their vision for the future...
Send us a text In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon Q, comprehensive speech analytics and sentiment analysis through Contact Lens, and the integration of AWS Lex for advanced chatbot functionality. Tune in t...
Send us a text In this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the London Stadium in the UK. We kick off setting the scene and highlighting the excitement surrounding the event. Throughout the episode, we managed to track down and talk to some of the key figures attending the event. Alex discusses his thoughts on the collaborative nature of the event and its focus on networking and knowledge sharing. Jo...
Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automation, chat workflows, MCP support, and real-time chat message streaming. Also, discover the highly-anticipated Nova Sonic LLM's integration for more...
