ACP: The Amazon Connect 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.
Episodes
28 episodes
28: User Adoption
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, ...
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Season 1
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Episode 28
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33:49
27: Automation
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 ...
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31:42
26: Transformational Change
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.
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Episode 26
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31:01
25: Screen Recording
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.&nb...
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Episode 25
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27:54
24: AWS re:Invent 2024
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, Wh...
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Episode 24
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45:51
23: Live in London from the Independent User Group for Amazon Connect
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 Conne...
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Episode 23
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28:52
22: Emite
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 a...
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Episode 22
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32:01
21: Mastering Amazon Connect Billing
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 th...
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Episode 21
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29:55
20: Simon Leyland, CEO CloudInteract
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...
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Episode 20
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35:07
19: Omningage and Rocket CCaaS
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 indu...
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Episode 19
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37:00
18: Learning & Development
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 Builde...
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Episode 18
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29:01
17: Performance monitoring and experience management with Operata
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 co...
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Episode 17
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27:43
16: re:Invent is Coming
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 Conn...
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Episode 16
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31:25
15: Quality Monitoring
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 tool...
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Episode 15
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29:47
14: Nopaque
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 innovativ...
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Episode 14
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30:18
13: AI in Amazon Connect
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 wi...
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Episode 13
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28:50
12: The Independent User Group for Amazon Connect Inaugural Meetup
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 eve...
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Episode 12
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34:54
11: After Deployment with Corey Miller, AWS
In 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 F...
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Episode 11
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31:44
10: Arie Hazekamp, Amazon Connect
This 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 cl...
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Episode 10
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28:35
9: Project Management
In 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 i...
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Season 9
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31:08
8: Workforce Management & Optimization
In 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 ar...
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Episode 8
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37:35
7: PCI Compliance
In 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 te...
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Episode 7
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28:02
6: Enterprise Connect 2024
In 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 genu...
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Episode 6
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33:42
5: Planning your Amazon Connect deployment
In 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 A...
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Episode 5
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33:25
4: Amazon Connect in financial services
In 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 ....
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Episode 4
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25:30