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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

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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

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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

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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

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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

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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

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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?

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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

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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

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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.