Shows
ACP: The Amazon Connect Podcast31: AWS re:Invent 2025Send us a textAmazon Connect Feature Updates: re:Invent HighlightsIn 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 natural voice interactions and enhanced agent assistance. Stay tuned for insights on predictive analytics, knowledge bases, and more.00:00 Introduction...
2025-12-0432 minACP: The Amazon Connect PodcastEpisode 30: Mobile ConnectSend us a textIn 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 customers on the go, all through a dedicated mo...
2025-11-0328 minACP: 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 minACP: The Amazon Connect Podcast16: re:Invent is ComingSend us a textJoin 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 tuned for exciting announcements and insights from the world of AWS and Amazon Connect.00:00 In...
2024-08-1931 minACP: The Amazon Connect Podcast15: Quality MonitoringSend us a textDeep 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 can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a sm...
2024-08-0729 min
Everything Teams Phone LiveSeason 1 | Episode 37: Everything Teams Phone Live -Tom Morgan! Bots, Graph API's, and more!🚀 Everything Teams Phone Live is BACK with Episode 37! 🚀 📌 Mark your calendars for 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟲𝘁𝗵, 𝟮𝟬𝟮𝟯! 📆 𝗗𝗮𝘁𝗲: October 6th, 2023 ⏰ 𝗧𝗶𝗺𝗲: 12:00 PM PST 🎤 𝗛𝗼𝘀𝘁𝘀: Myself and the dynamic Brandon Bradley 🔥 𝗦𝗽𝗲𝗰𝗶𝗮𝗹 𝗚𝘂𝗲𝘀𝘁: Tom Morgan of CloudInteract! A maestro in the Microsoft 365 domain, a developer and architect extraordinaire! 💡 𝗪𝗵𝗮𝘁'𝘀 𝗢𝗻 𝘁𝗵𝗲 𝗔𝗴𝗲𝗻𝗱𝗮: Dive deep into Teams Automation Explore Microsoft Ecosystem Graph API Delve into the world of Chat Bots ... and there's even more in store! 🎯 𝗪𝗵𝗼 𝗦𝗵𝗼𝘂𝗹𝗱 𝗔𝘁𝘁𝗲𝗻𝗱: If you're a CIO, Partner, Trusted Agent, Consultant, someone looking to promote Teams within an organization, or simply eager to learn more about the latest in Teams, this episode is tailor-made for 𝗬𝗢𝗨! 🎁 Chance to WIN a Yealink BH71 PRO Headset! 🎁 Stay with us during the live show and you might just walk away with this fantastic prize! Unpack the latest in Teams updates, automation, and so much more with us an
2024-07-221h 02ACP: The Amazon Connect Podcast14: NopaqueSend us a textIn 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.00:00 Introduction and Guest Welcome01:07 Phil's Journey to Nopaque05:33 Steve's Career Path09:35 The...
2024-07-2230 minACP: The Amazon Connect Podcast13: AI in Amazon ConnectSend us a textIn 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 to explore how AI tools are optimizing contact center operations and delivering improved customer experiences.Find out more...
2024-07-0828 minACP: The Amazon Connect Podcast12: The Independent User Group for Amazon Connect Inaugural MeetupSend us a textIn 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. John Ing, the event's founder, shares his vision behind s...
2024-06-2434 minACP: The Amazon Connect Podcast11: After Deployment with Corey Miller, AWSSend us a textIn this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspective to the table with his extensive background, which includes a 28-year tenure in the United States Air Force as a military police officer and his subsequent transition into the technology sector, focusing on cloud services and customer experience solutions.Corey shares insights into his role at AWS, emphasizing the importance of considering post-deployment operational support and the necessity of a holistic approach in technology implementation. He highlights...
2024-06-1031 minACP: The Amazon Connect Podcast10: Arie Hazekamp, Amazon ConnectSend us a textThis week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona. Arie shares his journey into the world of AWS and Amazon Connect, highlighting the transformative impact cloud technology has had on customer experience solutions. The episode delves into the essential role of AWS partners and the resources available for partners looking to innovate and succeed with Amazon Connect.Additionally, the conversation turns to the hot topic of generative AI, exploring its applications within contact centers, including agent assist...
2024-05-2728 minACP: The Amazon Connect Podcast9: Project ManagementSend us a textIn this episode of the Amazon Connect Podcast (ACP), we talk to Saffron Archer and Veronica Larena, both delivery leads at CloudInteract, about the key aspects of successfully managing Amazon Connect deployment projects. We delve into the importance of project management, the challenges of coordinating with multiple stakeholders, and the benefits of agile methodologies in ensuring adaptability and continuous improvement in contact center deployments. We also covers the significance of involving various levels of staff, from C-level executives to agents, to get a comprehensive understanding of needs and impacts.
2024-05-1331 minACP: The Amazon Connect Podcast8: Workforce Management & OptimizationSend us a textIn this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centric approach, emphasizing the importance of engaging and empowering call center agents for both efficiency and quality service.The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM.
2024-04-2937 minACP: The Amazon Connect Podcast7: PCI ComplianceSend us a textIn this episode of ACP we delve into the world of PCI compliance with our guest, Dmitri Muntean, managing director at SequenceShift. Dmitri brings his extensive knowledge in PCI compliance and telephony to discuss the challenges and solutions for businesses using Amazon Connect. The episode explores how Dmitri's company, SequenceShift, specializes in providing PCI compliance solutions specifically designed for Amazon Connect, including agent-assisted phone payments and self-service IVR options. Dmitri explains the importance of PCI compliance for any business handling cardholder data, detailing the compliance levels and the rigorous p...
2024-04-1528 minACP: The Amazon Connect Podcast6: Enterprise Connect 2024Send us a textIn this special episode of ACP, we explore the latest announcements from Enterprise Connect as they relate to Amazon Connect. Discussing features that were just announced, this episode is a real-time analysis, less polished but filled with genuine reactions to the breaking news.Key highlights include:Third-Party App Support for the Agent Workspace: Now generally available, this feature allows for enhanced productivity by integrating third-party applications directly into the agent workspace. It now includes event support, thereby facilitating a more dynamic interaction within the workspace.Generative AI-Powered...
2024-04-0133 minACP: The Amazon Connect Podcast5: Planning your Amazon Connect deploymentSend us a textIn this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect. Alex states the importance of understanding the technical side of things and emphasizing the need for proof of concept which involves proving the technology, getting staff to use it, and checking if the business case makes sense.The hosts then discuss the feasibility of a lift and s...
2024-03-1833 minACP: The Amazon Connect Podcast4: Amazon Connect in financial servicesSend us a textIn this episode we are joined by John Ing, Independent Cloud Contact Centre Consultant. John is an entrepreneurial and forward thinking technology leader with over 40 years experience in the industry who was an early adopter of Amazon Connect . He led the first UK Bank onto Amazon Connect 5 years ago and has since helped a number of other organisations transform to Amazon Connect. We started off talking about the very first days of Amazon Connect and how the product has evolved since then. In particular, we discuss how different the deployment was a...
2024-03-0425 min