Resource Hub
Latest insights on Amazon Connect, AI, and Customer Experience.
The CX Resolution Podcast
Real-world insights, interviews, and stories from contact centre transformation leaders.
Guides & Tools
Interactive calculators, migration templates, and RFP tools to accelerate your plan.
Resolution Theory
Deep-dive essays and strategic frameworks on the state of customer resolution.
Featured Articles
The State of Resolution: AI & Guardrails in the Public Sector
Deploying autonomous voice agents in regulated government and healthcare spaces requires strict audit trails, DCB compliance, and human-in-the-loop controls.
Episode 39: Hannah Bloking, AWS
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 a...
Resolution Theory: Deflection is Dead
Traditional B2B customer service measures success by how many calls it deflects. True customer experience is built on resolution—work that actually gets done.
Episode 38: Call Recordings
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 complia...
Episode 37: Amazon Connect Customer EMEA Community Event
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, r...
Episode 36: Forecasting, Capacity Planning & Scheduling
Amazon Connect Forecasting, Capacity Planning & Scheduling (FCS) Explained — Native WFM, Agent Self-Service, Data Lake & NotificationsTom Morgan and Alex Baker welcome Pava...
Episode 35: TACUG
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...
Episode 34: Acquisitions & Renames
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 anno...
Episode 33: News and Events
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 an...
EU AI Act Article 50 Compliance for Amazon Connect
EU AI Act Article 50 requires contact centres to disclose AI interactions by August 2026. Here's what Amazon Connect customers need to do before the deadline.
Meet Matthew: The Honest AI Transforming the Contact Centre
Discover Matthew, the honest Agentic AI. Automate 60% of routine contact centre volume in Amazon Connect while seamlessly escalating complex tier-2 queries.
Episode 32: We're Back... and AI Agents have changed everything
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 ha...
Same architecture, different bill
Every contact centre has the same six-layer architecture. The difference is how many vendors take margin. Compare the legacy CCaaS stack with Amazon Connect.
Application intelligence vs service intelligence: where agentic AI actually lands in the enterprise
Enterprise software vendors are shipping AI agents, but they only work inside their own platforms. The real value is in cross-platform orchestration. Three scenarios for how agentic AI develops as a new enterprise layer.
Voice AI is hard. Here's what nobody tells you.
The gap between a voice AI demo and a voice AI product is enormous. Here's what we've learned building voice AI into real contact centres.
Contact Centre Industry: Growth, Peak and Transformation
Q1 2026 deep dive into the $352B contact centre industry: inbound call growth, workforce trends, AI automation, and what it means for your business.
How to Save Your Voiceprints - The Bring Your Own Voice Migration Guide
The 90-Day Security Sprint - Your Amazon Connect Voice ID Migration Plan
The End of Security Questions: Navigating the Voice ID Sunset
Give Your Zendesk a Voice
Salesforce CTI: The Power of Data
Transforming Global Medical Information for Life Sciences Leaders - Fortrea Customer Story
How Fortrea partnered with CloudInteract to modernize their Medical Information Contact Centre (MICC), ensuring global patient safety and 24/7 compliance.
Rapid Mobilization for Fintech Speed - Octane Lending Customer Story
How Octane Lending leveraged CloudInteract's rapid mobilization services to scale their lending support operations.