ACP: The Amazon Connect Podcast

• 27: Automation

  Send us a textJoin 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 ConnectYouTube: 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 PlansFind out more about CloudInteract at cloudinteract.io.

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• 26: Transformational Change

  Send us a textJoin 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 Welcome01:42 Eliza Taylor's Background and Expertise02:47 Nick Seagrave's Journey and Insights04:17 The Future of Contact Centers05:29 Challenges in Customer Experience08:28 The Role of Technology in Customer Experience12:53 The Importance of Cloud Solutions16:10 Human Factors in Transformation21:42 Introducing Apollo: Our Innovative Solution29:54 Conclusion and FarewellFind out more about CloudInteract at cloudinteract.io.

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• 25: Screen Recording

  Send us a textJoin 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-UpFind out more about CloudInteract at cloudinteract.io.

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• 24: AWS re:Invent 2024

  Send us a textJoin 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 chatsAmazon Connect launches generative AI-powered self-service with Amazon Q in Connect Amazon Connect now supports WhatsApp Business messagingAmazon Connect launches simplified conversational AI bot creation Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performanceAmazon 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 reInvent01:00 Amazon Connect Announcements Overview03:15 Sensitive Data Collection in Amazon Connect05:35 Generative AI in Amazon Connect13:52 WhatsApp Business Messaging Support16:01 Amazon Connect Bot Builder Enhancements18:55 AI Guardrails and Reporting24:04 Introduction to External Voice Transfers26:39 Amazon Connect Pricing Details27:49 Migration Strategies and Use Cases31:39 Recording and Analyzing IVR Interactions33:57 Salesforce Contact Center Integration37:19 AWS re:Invent Event Highlights45:02 Conclusion and Final ThoughtsFind out more about CloudInteract at cloudinteract.io.

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• 23: Live in London from the Independent User Group for Amazon Connect

  Send us a textJoin 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 Podcast00:41 Live from London: Amazon Connect User Group03:43 Interview with Ruben Opdenakker: Mobile Connect08:40 Paul McGee on Voice Biometrics17:04 AWS Interactive Session18:41 Interview with Pavan Dusanapudi: AWS on agent scheduling21:24 Closing Remarks and Future Plans with John Ing26:43 Wrap-Up and Final ThoughtsFind out more about CloudInteract at cloudinteract.io.

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