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’s internal rollout of what evolved from Amazon Q into QuickSuite.

Hannah shares how AWS and partners are adapting to rapidly evolving agentic AI, why the biggest challenge is choosing and understanding the right use cases rather than the technology itself, and how Amazon Connect’s expanded portfolio (including examples like Connect Talent) is being received by customers.

We also cover the intersection of contact center data and BI/analytics with Quick, the importance of focusing on end-customer experience over cost optimization initially, and advice to upskill, embrace change, and not fear making mistakes.

Find out more about CloudInteract at cloudinteract.io.

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 historically went unreviewed, but AI transcription and analytics, such as Amazon Connect Contact Lens, now make it feasible to analyse 100% of calls for transcripts, sentiment, topics, summaries, compliance flags, evaluations, and structured reporting via data lakes.

We also highlight risks around governance, third-party AI, and the importance of PII redaction (including new screen recording redaction capabilities). 

The episode clarifies retention: audio in S3 isn’t deleted by Connect, but contact records become unsearchable after two years unless customers build indexing/search solutions. 

Finally, we discuss migration options and new AWS APIs enabling import of legacy recordings into Connect with conversational analytics, including constraints, quotas, and pacing considerations.

Find out more about CloudInteract at cloudinteract.io.

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 automating evaluations/quality monitoring, emphasizing that while building an agent can be fast, ongoing monitoring, measurement, and business change are critical.

Key themes from sessions and keynotes include AI agents evolving from rigid chatbots into collaborative coworkers that may orchestrate multiple agents, the provocative idea that an “AI boss” could arrive before an AI colleague, and “machine customers” where an AI acts on behalf of users and selects the most efficient experience. 

We highlight strong AWS investment signals, the value of in-person community access, and the urgency for organizations to start now.

Find out more about CloudInteract at cloudinteract.io.

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, Capacity Planning, and Scheduling (FCS) and how it compares to workforce management.

 Pavan explains how FCS uses historical contact data and ML/AI to forecast volumes, plan staffing, and optimize schedules, emphasizing native, one-click enablement versus lengthy third-party WFM integrations. They cover agent-focused capabilities in Amazon Connect workspaces such as schedule viewing, overtime offers, time-off requests, and shift exchanges, plus a new schedule/activity notification feature using the Connect rules engine with email, tasks, and EventBridge destinations. 

The episode also highlights Amazon Connect Data Lake access for FCS data and use cases like adherence, payroll reporting, shift rotation equity, and scheduling metrics, and recommends piloting FCS in one business unit with available funding options and a 90-day free trial.

Find out more about CloudInteract at cloudinteract.io.

Tom and Alex welcome John Ing, freelance Amazon Connect consultant and founder of the independent Amazon Connect user group, to discuss the group’s rapid growth over two years, its community-led agenda, and why smaller, Chatham House Rules-style events enable candid sharing and practical problem-solving.

John compares Connect community dynamics across the UK, Australia, and the US, noting similar challenges but greater scale and regional “clusters” in America that may require multi-city events. He outlines the difficulty of funding events while preserving independence and keeping attendance free.

The conversation also covers AWS’s recent Amazon Connect rebranding, speculation on broader strategy beyond contact centers, and where organizations are on agentic AI adoption—mostly experimentation and POCs, with production limited due to testing, observability, and risk concerns—before talking about the upcoming user group even in London on June 3 - register at tacug.org.

Find out more about CloudInteract at cloudinteract.io.

In an unplanned “emergency” episode of the Amazon Connect Podcast, host Tom Morgan, co-host Alex Baker, and AI agent co-host Aria recap AWS Summit London and discuss two major announcements that reshape how they talk about Amazon Connect: AWS’s acquisition of NLX and the “What’s Next with AWS” event in San Francisco.

They note the increased visibility and buzz around Amazon Connect at the London summit, then unpack NLX as a low/no-code visual builder for conversational AI flows, including examples cited like United Airlines deploying on Connect faster than expected, plus questions about integrations, platform agnosticism, and whether AWS is acquiring talent.

They then explain AWS redefining Amazon Connect as a four-product family—Amazon Connect Customer (the original platform), Health, Decisions, and Talent—framed around “humorphism,” and debate implications, bias risks in AI-led hiring, ecosystem impacts for partners, and the growing need for testing and governance of AI agents.

Find out more about CloudInteract at cloudinteract.io.

Tom Morgan and Alex Baker catch up on recent Amazon Connect and contact center updates, including a blog post on the EU AI Act requiring clear AI disclosure at first interaction and strong logging/auditing by August 2, with significant GDPR-scale penalties and shared-responsibility implications for AWS customers. 

They also discuss a LinkedIn video on voice models that argues data, prompts, guardrails, action execution, and testing matter more than voice choice, and discuss roadshows, the Amazon Connect User Group event in London on June 3, and AWS Summit London at ExCeL with multiple Amazon Connect sessions and demos.

AI agent co-host Aria joins to discuss customer examples like Centrica’s reported 38% handle-time reduction and Richmond, Virginia moving 911 dispatch to Amazon Connect, plus Salesforce deprecating the CTI adapter in favour of Service Cloud Voice and new Connect coaching workflows tied to evaluations.

Links:

EU AI Act Article 50: What Contact Centre Owners Need to Know Before August | The thoughtstuff Blog

Video: Everyone wants to know what voice model to use for their AI Agent | LinkedIn

The Independent User Group for Amazon Connect

AWS Summit London 2026

00:00 Welcome Back to ACP

00:48 Episode Agenda Catch Up

01:32 EU AI Act Deadline

05:15 Compliance Shared Responsibility

06:54 Voice Models Beyond Hype

08:23 Roadshows and User Group

10:18 AWS Summit London Preview

14:57 Aria Joins News Roundup

16:11 Richmond 911 on Connect

18:38 Salesforce CTI Deprecation

21:26 New Voices and Languages

22:02 Coaching Workflows and Culture

25:11 Wrap Up and Subscribe

Find out more about CloudInteract at cloudinteract.io.

Tom Morgan and co-host Alex Baker return to the Amazon Connect Podcast after a break since re:Invent, explaining that rapid developments in AI agents and increased client demand have driven their focus.

They revisit Amazon Connect’s Unlimited AI pricing and argue it now makes more sense as AI features spread across the entire platform, reflecting a shift toward an “AI-first contact center,” bolstered by nearly 30 AI capabilities announced at re:Invent.

They discuss Enterprise Connect news including Predictive Insights and Amazon’s view that call deflection is the wrong sole success metric, plus Amazon Connect Health as a vertical offering with built-in healthcare agent capabilities.

They introduce ARIA, an AI co-host, to debate deflection vs. resolution, Klarna’s AI-first staffing reversal, and why processes, monitoring, transcript analysis, and human escalation paths are critical for successful AI-agent deployments.

00:00 Welcome to ACP

00:36 Why We Went Quiet

01:24 Unlimited AI Pricing Shift

02:53 AI First Connect Era

04:32 Enterprise Connect Highlights

05:36 Amazon Connect Health Focus

07:58 Klarna Reality Check

09:32 Meet ARIA AI Co Host

11:01 Rethinking Deflection Metrics

14:22 Designing Human Escalation

17:02 Observability and Iteration

18:54 Are AI Agents Ready

22:33 ARIA Name and Takeaways

23:52 Debrief and Wrap Up

Find out more about CloudInteract at cloudinteract.io.

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 natural voice interactions and enhanced agent assistance. Stay tuned for insights on predictive analytics, knowledge bases, and more.

00:00 Introduction and Overview of re:Invent Week
01:09 Amazon Connect's Major Announcements
01:48 Deep Dive into New Features
04:18 Testing and Simulation Capabilities
07:15 Automated Email Responses and Chat Workflows
10:00 Model Context Protocol and Real-time Chat Streaming
14:53 Nova Sonic: The Game-Changing LLM for Voice
20:17 AI-Powered Summaries and Predictive Insights
24:57 Knowledge Bases and Third-Party Integrations
30:59 Conclusion and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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 customers on the go, all through a dedicated mobile app.

Whether you're in tech, CX or operations, this episode is packed with insights on making customer engagement smarter, faster, and truly mobile.

Listen now and reimagine what’s possible with Amazon Connect, wherever your team works.

Find out more about CloudInteract at cloudinteract.io.

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 Connect's powerful tools. 

Don't miss out on understanding the future of proactive customer engagement! 

Find out more about CloudInteract at cloudinteract.io.

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 center, training for different personas, staying updated with new features, and leveraging AI tools like Amazon Q. 

Whether you're a techie, a contact center supervisor, or an agent, this episode is packed with essential insights and tips to make the most out of Amazon Connect.

Links discussed this episode:

AWS Amazon Connect Online Workshops

00:00 Introduction and Welcome
00:56 Latest Amazon Connect Updates
09:53 User Adoption: Importance and Strategies
12:03 Training and Familiarization
22:42 AI in Contact Centers
32:05 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

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, reduce operational costs, and prepare your contact center for AI-driven solutions. Plus, get insights on recent Amazon Connect features and practical steps for conducting an automation audit.

Alex's video on performance evaluation forms in Amazon Connect is available both on LinkedIn and YouTube here:
LinkedIn: Automating Performance Evaluations in Amazon Connect
YouTube: Alex Explains Amazon Connect: Ways to automate your performance evaluations

 00:00 Introduction and Greetings
 00:44 Defining Automation in Contact Centers
 02:45 Benefits of Automation
 04:36 Historical Context and Evolution of Automation
 06:32 Current Automation Technologies in Amazon Connect
 08:22 Self-Service Automation
 12:41 Agent Assistance and AI Integration
 17:21 Workflow Automation and Post-Call Follow-Up
 21:02 Automated Outbound Campaigns
 23:49 Quality Monitoring and Evaluation
 27:58 Conclusion and Future Plans

Find out more about CloudInteract at cloudinteract.io.

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. Don't miss this engaging and informative discussion on the challenges and opportunities ahead!

00:00 Introduction and Guest Welcome
01:42 Eliza Taylor's Background and Expertise
02:47 Nick Seagrave's Journey and Insights
04:17 The Future of Contact Centers
05:29 Challenges in Customer Experience
08:28 The Role of Technology in Customer Experience
12:53 The Importance of Cloud Solutions
16:10 Human Factors in Transformation
21:42 Introducing Apollo: Our Innovative Solution
29:54 Conclusion and Farewell

Find out more about CloudInteract at cloudinteract.io.

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 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 Compliance Considerations
 09:55 Practical Applications and Use Cases
 16:40 Agent Perspective and Ethical Concerns
 22:38 Geographical and Legal Restrictions
 24:05 Future Potential and AI Integration
 26:55 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

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 highlights.
 
Stay tuned for in-depth discussions and future episodes exploring these advancements further.
 
Amazon Connect now makes it easier to collect sensitive customer data within chats

Amazon Connect launches generative AI-powered self-service with Amazon Q in Connect

Amazon Connect now supports WhatsApp Business messaging

Amazon Connect launches simplified conversational AI bot creation

Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performance

Amazon Connect launches AI guardrails for Amazon Q in Connect

Amazon Connect now supports external voice transfers

Amazon Connect Contact Lens now supports external voice

Amazon Connect now provides the ability to record audio during IVR and other automated interactions

AWS announces Salesforce Contact Center with Amazon Connect (Preview)

 
00:00 Introduction to ACP and reInvent
01:00 Amazon Connect Announcements Overview
03:15 Sensitive Data Collection in Amazon Connect
05:35 Generative AI in Amazon Connect
13:52 WhatsApp Business Messaging Support
16:01 Amazon Connect Bot Builder Enhancements
18:55 AI Guardrails and Reporting
24:04 Introduction to External Voice Transfers
26:39 Amazon Connect Pricing Details
27:49 Migration Strategies and Use Cases
31:39 Recording and Analyzing IVR Interactions
33:57 Salesforce Contact Center Integration
37:19 AWS re:Invent Event Highlights
45:02 Conclusion and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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 user group.

Dive into the shared knowledge and collaborative spirit of the event, while exploring advancements in contact center solutions and voice biometrics.

00:00 Introduction to ACP Podcast
00:41 Live from London: Amazon Connect User Group
03:43 Interview with Ruben Opdenakker: Mobile Connect
08:40 Paul McGee on Voice Biometrics
17:04 AWS Interactive Session
18:41 Interview with Pavan Dusanapudi: AWS on agent scheduling
21:24 Closing Remarks and Future Plans with John Ing
26:43 Wrap-Up and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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 knowledge workers. Explore how Emite bridges the gap between technical and business teams, enhances operational efficiencies, and utilizes social capital to deliver personalized and exceptional customer experiences. 

Read Emite's blog on Social Capital: Social Capital: Have You Missed an Important Aspect of Contact Center Excellence?

Find out more about CloudInteract at cloudinteract.io.

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, 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 in to avoid unexpected costs and optimize your Amazon Connect investments through careful planning and automation.

00:00 Introduction to ACP Podcast
00:43 Deep Dive into Amazon Connect Billing
01:36 Consumption-Based Billing Explained
06:39 Subscription-Based Billing and New Features
10:34 Managing Costs and Features
15:22 Control and Security in Billing
16:12 Managing Amazon Connect Costs
18:31 Understanding the Why Behind Amazon Connect's Pricing
19:01 The Role of AI and LLMs in Cost Justification
21:24 Market Trends and Enterprise Preferences
24:58 Challenges and Risks in Pricing Models
28:15 Conclusion and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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 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 technology transformation. Simon concludes with thoughts on maintaining customer satisfaction in a digitally evolving world.

00:00 Introduction
01:35 Simon's Career Journey
04:45 Transforming Telephony and Digital Workplaces
09:09 No Excuses: The Importance of Customer Service
11:27 The Role of Technology in Customer Service
15:51 Creating CloudInteract and Industry Challenges
21:28 The Impact of AI on Customer Experience
34:17 Conclusion and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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 contact center world. 

Don't miss this insightful discussion on leveraging Amazon Connect for superior customer engagement!

00:00 Introduction and Special Guest Announcement

01:16 Ajmal Mahmood's Background in the Contact Center Industry

04:25 Ajmal's Podcast Experience and Porsche Story

06:52 Introduction to Omningage

13:07 Rocket CCaaS: Simplifying Amazon Connect

31:00 AI and Future Developments in Omningage and Rocket

36:02 Conclusion and Farewell

Find out more about CloudInteract at cloudinteract.io.

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 formal training events to ensure you're always at the forefront of this evolving platform. Perfect for both beginners and seasoned professionals looking to deepen their expertise in Amazon Connect.

00:00 Introduction and Weather Chat

00:59 Amazon Connect Overview

01:09 Learning and Development Challenges

03:04 AWS Skill Builder Learning Plans

03:46 Amazon Connect Communication Specialist

11:31 Amazon Connect Developer Learning Plan

17:42 Formal Certifications and Badges

22:23 Staying Up to Date with Amazon Connect

25:55 In-Person Training and Events

28:03 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

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. 

Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements.

00:00 Introduction and Catching Up

00:55 Guest Introduction: John Mitchem

01:20 John's Background in Contact Centers

02:58 The Genesis of Operata

03:39 Challenges in Audio Quality and Load Testing

05:54 Transition to WebRTC Monitoring

09:02 Importance of Core Quality in Customer Experience

12:38 From Monitoring to Observability

18:07 AI in Contact Centers

22:32 Agent Experience and Real-Time Feedback

24:49 Operata's Integration with Amazon Connect

26:40 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

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 tuned for exciting announcements and insights from the world of AWS and Amazon Connect.

00:00 Introduction and Catching Up

00:57 AWS ReInvent Overview

01:28 Amazon Connect Updates

05:40 ReInvent Logistics and Planning

10:52 Session Highlights and Recommendations

18:23 Networking and Additional Activities

22:25 Anticipated Announcements and Conclusion

Find out more about CloudInteract at cloudinteract.io.

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 can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a small group, this episode provides practical insights on improving your contact center's performance. 

00:00 Introduction and Catching Up

01:14 New Metrics in Amazon Connect

02:23 API Updates and Flow Analytics

03:41 Introduction to Quality Monitoring

04:24 Key Components of Quality Monitoring

10:13 Challenges and Solutions in Quality Monitoring

14:52 Building Post-Call Surveys

15:46 Leveraging Speech Analytics

17:45 AI-Powered Performance Evaluation

20:30 Automating Quality Management

23:46 Real-Time Coaching and Compliance

26:35 Cost Considerations and Future Outlook

28:51 Conclusion and Final Thoughts

Find out more about CloudInteract at cloudinteract.io.

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.


00:00 Introduction and Guest Welcome
01:07 Phil's Journey to Nopaque
05:33 Steve's Career Path
09:35 The Birth of Nopaque
12:40 Nopaque's Unique Offering
15:45 IVR Mapping and Challenges
20:34 AI Integration and Future Plans
28:12 Closing Remarks and Future Episodes

Find out more about CloudInteract at cloudinteract.io.

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 to explore how AI tools are optimizing contact center operations and delivering improved customer experiences.

Find out more about CloudInteract at cloudinteract.io.

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. John Ing, the event's founder, shares his vision behind setting up the user group and reflects on the impressive turnout and the potential for future events. Vikram Modgil from Amazon Connect talks about the importance of customer feedback and the increasing interest and engagement in Amazon Connect from various stakeholders. Jonathan Boyd from emite, a sponsor of the event, elaborates on data management and visualization for contact centers and appreciates the collaborative format of the event.

We also chat with other sponsors. Stuart Dorman from Sabio highlights the rapid growth of Amazon Connect and its innovative capabilities, while Simon Leyland, CEO of CloudInteract, emphasizes the importance of building a community around Amazon Connect. We spoke with customers attending the event, who shared how the event addressed their questions and provided valuable insights for improving customer experience.

The episode wraps up reflecting on the day's success, the engaging discussions, and the importance of collaborative events like this one

This episode captures the essence of community-building, collaboration, and the dynamic growth of Amazon Connect, making it a must-listen for professionals in the customer experience and contact center industry.

Find out more about CloudInteract at cloudinteract.io.

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 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 his passion for enhancing the customer experience through technology, drawing parallels between his military leadership skills and his approach to technology consulting.

Corey's also brings his advice for those looking to enter the AWS ecosystem or enhance their skills in Amazon Connect, including leveraging AWS's skill-building resources and connecting with experienced professionals in the field.

This episode is packed with invaluable insights for anyone interested in or currently working within the Amazon Connect space, emphasizing continuous improvement, leadership, and the exciting possibilities of technology in transforming customer experiences.

Corey's blog post that was referenced in this episode is: Transforming contact center teams when using Amazon Connect | AWS Contact Center.

Find out more about CloudInteract at cloudinteract.io.

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 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, supervisor assist, self-service, and operational efficiencies. Arie offers insights into choosing the right generative AI services, like Amazon Q and Bedrock, and emphasizes the importance of companies understanding their use cases and data readiness when adopting these technologies. 

This episode is packed with valuable advice for anyone looking to navigate the evolving landscape of cloud-based contact center solutions and generative AI, as well as existing and potential partners.

Find out more about CloudInteract at cloudinteract.io.

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 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. 

Hopefully this episode will give you an insight into the strategic planning and execution necessary to maximize the potential of Amazon Connect while accommodating the complexities of evolving business and technology landscapes.

Find out more about CloudInteract at cloudinteract.io.

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 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.

From predictive analytics to bot efficiency evaluation, this episode will give you insights into the future of workforce management and optimization in the era of cloud-based contact centers.

Join us as we unpack how Calabrio and Amazon Connect work together to help businesses optimize their contact center operations while keeping agent well-being front and center.

Find out more about CloudInteract at cloudinteract.io.

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 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 processes involved. The discussion further covers the limitations of common practices like pause-and-resume call recording and the advantages of third-party compliance solutions. Dmitri also shares insights on launching services through the AWS Marketplace and the evolving Amazon Connect ecosystem in Australia. 

Listen for a comprehensive guide to navigating PCI compliance in the Amazon Connect environment.

Find out more about CloudInteract at cloudinteract.io.

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 genuine reactions to the breaking news.

Key highlights include:

1. 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.
2. Generative AI-Powered Post Contact Summaries: Leveraging AWS’s Bedrock service, this feature, now also generally available, automates the creation of concise summaries of customer interactions, potentially saving significant agent time post-contact and ensuring consistent data collection.
3. Rich Interactive Chat Experiences with Step by Step Guides: This new feature enables businesses to create automated, guided interactions for customers via chat, improving self-service capabilities and potentially reducing agent workload by pre-collecting necessary information.
4. Automated Agent Evaluation Submissions: Fully automating the agent evaluation process by automatically filling and submitting evaluation forms, this feature aims to streamline quality management processes within contact centers and ensure consistency across all agent evaluations.

In this episode we not only break down the new features announced at Enterprise Connect but also speculates on their potential impacts on operations, agent efficiency, and customer experience within the Amazon Connect environment.

We'd also love your thoughts on the announcements from Enterprise Connect 2024. Let us know what your favourite announcement was!

Find out more about CloudInteract at cloudinteract.io.

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 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 shift approach to transformation, where all processes from the legacy system are lifted and moved to the new system. Alex suggests considering the transformation in two phases – an initial lift and shift phase to meet strict deadlines, and then a phase to optimize and take full advantage of the capabilities of the new platform.

They talk about the benefits of setting up a sandbox or development environment where you can test out new ideas, keeping in mind the costs of running multiple contact centres for a certain duration, and the importance of training staff to be self-sufficient in using and optimizing the Amazon Connect contact centre.

The podcast covers the topic of migration in depth and is focused on the practical steps of setting up, transitioning, and managing a new Amazon Connect Contact Centre.

Find out more about CloudInteract at cloudinteract.io.

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 . 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 and how disruptive that was.

Throughout our conversation we touched on customer experiences, the enduring popularity of voice, how partners contribute to the ecosystem, and what potential challenges face Amazon Connect in the future.

Thank you very much to John for his time and for sharing this experiences.

Next week we will be discussing how to plan your Amazon Connect deployment, so be sure to subscribe in your favourite podcast player; that way you won't miss it.

Find out more about CloudInteract at cloudinteract.io.

In this episode Tom & Alex were joined by Bentley Paton - Platform Engineer at CloudInteract - to discuss some of the newest innovations in the Amazon Connect communications widget.

We first discuss the existing chat widget capabilities that Connect has had for some time before moving to talk about the addition of audio and video. We spent some time talking about whether the world was ready for this - both customers and companies.

After that, we headed into the technicalities of how everything worked, how to configure the widget for various different outcomes, and discussed the cost model. 

Next week, we are joined by John Ing, an independent Cloud Contact Centre Consultant. As an early adopter of Amazon Connect who led the first UK Bank onto Amazon Connect five years ago he has many stories to share, so be sure you don't miss this one!

Find out more about CloudInteract at cloudinteract.io.

In this week's episode, we discuss CRM integration, starting with what that actually means and why you might need or want it.
We talk about the CRM that's built right into Amazon Connect with Customer Profiles and Connect Cases. For lots of people (especially if you don't already have a CRM in place) this could be a GREAT solution as there's really good integration with the rest of Amazon Connect already built in. We discuss some examples of the sorts of great customer service experiences this can bring.
If you already have a CRM in place though, our second talking point might be of more interest - vendor support integrations. There are many of these covering the big names in CRM including Salesforce, Zoho, Zendesk, even ServiceNow.
Thirdly we dive into some detail about custom integrations using Lambda functions to enable integration with any CRM system.
Next week we're going to be deep-diving into the newly released capabilities of the updated communication widget, including its voice and video features. We are also going to be joined by a special guest, so be sure to subscribe in your favourite podcast player; that way you won't miss it.

Find out more about CloudInteract at cloudinteract.io.

Welcome to the first episode of the CloudInteract Connect Podcast! In this episode we introduce ourselves and cover the basics of Amazon Connect: its capabilities and features. We discuss who Amazon Connect is for, how to get it and pay for it, and the pitfalls of "just turning it on". Alex has a great example of a customer that saw significant savings using the auto-scale capabilities that Connect can bring to the contact centre. Next week we're going to be talking about how to integrate Connect with your CRM so be sure to subscribe to make sure you don't miss it when it lands.

Find out more about CloudInteract at cloudinteract.io.