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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 ...
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22: Mastering Amazon Connect Billing
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Send us a text 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,…
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20: Simon Leyland, CEO CloudInteract
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Send us a text 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 …
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19: Omningage and Rocket CCaaS
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Send us a text 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 …
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18: Learning & Development
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Send us a text 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…
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17: Performance monitoring and experience management with Operata
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Send us a text 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 m…
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Send us a text 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 a…
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Send us a text 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 inter…
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Send us a text 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…
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Send us a text 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, compr…
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12: The Independent User Group for Amazon Connect Inaugural Meetup
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Send us a text 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 at…
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11: After Deployment with Corey Miller, AWS
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Send us a text 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,…
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10: Arie Hazekamp, Amazon Connect
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Send us a text 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 essent…
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Send us a text 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…
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8: Workforce Management & Optimization
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Send us a text 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-centri…
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Send us a text 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, SequenceShif…
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6: Enterprise Connect 2024
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Send us a text 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: Third-Party App Support for the…
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5: Planning your Amazon Connect deployment
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Send us a text 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…
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4: Amazon Connect in financial services
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Send us a text 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 …
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3: Audio and Video Communication Widgets
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Send us a text 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…
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Send us a text 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…
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1: Introduction to Amazon Connect
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Send us a text 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 …
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