ACP: The Amazon Connect Podcast

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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
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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
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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.

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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! 
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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.