Shows
ACP: The Amazon Connect Podcast29: Proactive EngagementSend us a textJoin 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 Connect's powerful tools. Don't miss out on understanding the future of proactive customer engagement! Find out more about CloudInteract at cloudinteract.io...2025-06-0529 minACP: The Amazon Connect Podcast28: User AdoptionSend us a textIn 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 center, training for different personas, staying updated with new features, and leveraging AI tools like Amazon Q. Whether you're a techie, a c...2025-02-2433 minACP: The Amazon Connect Podcast27: AutomationSend us a textJoin 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, reduce operational costs, and prepare your contact center for AI-driven solutions. Plus, get insights on recent...2025-01-2031 minACP: The Amazon Connect Podcast26: Transformational ChangeSend us a textJoin 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. Don't miss this engaging and informative discussion on the challenges and opportunities ahead!00:00 Introduction and G...2025-01-0631 minACP: The Amazon Connect Podcast25: Screen RecordingSend us a textJoin 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 operations. 00:00 Introduction to Amazon Connect Screen Recording 01:17 Overview of Screen Recording Feature 03:12 Technical Details and Setup 06:39 Security and C...2024-12-2327 minACP: The Amazon Connect Podcast24: AWS re:Invent 2024Send us a textJoin 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 highlights. Stay tuned for in-depth discussions and future episodes exploring these advancements further. Amazon Connect now makes it easier to col...2024-12-0945 minACP: The Amazon Connect Podcast23: Live in London from the Independent User Group for Amazon ConnectSend us a textJoin 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 user group.Dive into the shared knowledge and collaborative spirit of the event, while exploring advancements in contact center...2024-11-2528 minACP: The Amazon Connect Podcast22: EmiteSend us a textJoin 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 knowledge workers. Explore how Emite bridges the gap between technical and business teams, enhances operational efficiencies, and utilizes social capital t...2024-11-1132 minACP: The Amazon Connect Podcast21: Mastering Amazon Connect BillingSend us a textJoin 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, security groups, and other tools to control expenses. Additionally, discover effective approaches for implementing AI features and the importance of flat-fee pricing in enterprise settings. Tune...2024-10-2829 minACP: The Amazon Connect Podcast20: Simon Leyland, CEO CloudInteractSend us a textIn 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 like AI and the importance of bridging IT and business processes in customer service improvements. The episode also highlights CloudInteract's mission to eliminate poor customer service and advocate for...2024-10-1435 minACP: The Amazon Connect Podcast19: Omningage and Rocket CCaaSSend us a textIn 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 contact center world. Don't miss this insightful discussion on leveraging Amazon Connect for superior customer engagement!...2024-09-3037 minACP: The Amazon Connect Podcast18: Learning & DevelopmentSend us a textJoin 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 formal training events to ensure you're always at the forefront of this evolving platform. Perfect for both beginners and...2024-09-1629 minACP: The Amazon Connect Podcast17: Performance monitoring and experience management with OperataSend us a textIn 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. Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning an...2024-09-0427 min