ABOUT THIS PODCAST 🔗
This is The Amazon Connect Podcast - the show that focuses on Amazon Connect and related technologies. Find out more about CloudInteract at cloudinteract.io.
On ACP our experts meet once every 2 weeks to discuss the latest news and deep dive into topics such as CRM integration, AI, Scheduling & Forecasting, Training & Development and lots more.
If you're a contact centre supervisor, a service owner, and IT Admin or an AWS Developer there's something for you here. Increase your knowledge and understanding of Amazon's popular customer service application.
We'd love to answer your Amazon Connect questions on the show so if you have something you'd like our experts to discuss email us at podcast@cloudinteract.io.
ACP: The Amazon Connect Podcast is created and produced by CloudInteract and is not affiliated in any way with Amazon Connect.
Update frequency:
biweekly
Average audio length:
31 minutes
Guest interviews
English
United Kingdom
45 episodes
since Jan. 18, 2024
episodic
LATEST EPISODE 🔗
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Join us as we catch-up on Amazon Connect, highlighting major announcements from August–October including:- the agentic CX designer now generally available,
- Contact Lens information extraction for voice and chat (including how it can help alongside redaction),
- and new agent-to-a…
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PREVIOUS EPISODES 🔗
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This week we welcome Bentley Paton, a Cloud Interact solutions architect, to discuss Amazon Connect’s Agentic CX Designer following AWS’s NLX acquisition and its move from preview to GA.
This isn't just a review of features - it's talking candidly about the good and the b…
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Host Tom Morgan runs a solo episode of the Amazon Connect Podcast to play five unedited recordings of Amazon Connect Customer AI agent calls and explain what’s happening under the hood.
Four clips come from CloudInteract’s multi-industry demo environment and one from a noisy confer…
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Join us as we welcome Kevin Kito (President & CEO) and Allan Gaspe (Solution Architect) from 911 Secure to discuss 911 obligations and solutions for cloud contact centers, especially Amazon Connect.
They explain common misconceptions about 911 location accuracy, the complexity…
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Join us as we welcome Mark Pritchard, a senior platform and automation consultant at Jabra, to discuss Jabra’s move to Amazon Connect starting in 2021 and how the shift improved flexibility, number management, and cloud operations after COVID.
Mark explains the challenges of runni…
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This episode of ACP recaps a busy July of Amazon Connect Customer updates.
The headline is a major quality upgrade to Amazon Connect’s AI voices (announced July 20), adding 100 new voice options across 50+ languages, improved turn-taking and interruption handling, fewer gaps, and m…
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On this episode we welcome Hannah Bloking, Senior Manager for Applied AI Acceleration Solutions Architecture at AWS, to discuss her career path from fine arts into tech, her work across the Executive Briefing Center, Amazon Connect (now Amazon Connect Customer), and leading Amazon’…
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This week we deep dive into call recording in Amazon Connect, covering how recording evolved from expensive, tape-based systems into ubiquitous digital recordings driven by compliance needs like PCI, HIPAA, GDPR, and financial regulations.
We discuss how most recordings historical…
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We recap the two-day Amazon Connect Customer Community event in London, noting that the agenda and partner conversations were overwhelmingly focused on AI, especially agentic AI, rather than traditional contact center topics.
We discuss workshops on setting up agentic AI and automa…
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Amazon Connect Forecasting, Capacity Planning & Scheduling (FCS) Explained — Native WFM, Agent Self-Service, Data Lake & Notifications
Tom Morgan and Alex Baker welcome Pavan Dusanapudi, a senior architect on the Amazon Connect team, to discuss Amazon Connect Forecasting, C…
Disclaimer: The podcast and artwork embedded on this page are from CloudInteract - cloudinteract.io, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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