ACP: The Amazon Connect Podcast

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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 other organisations transform to Amazon Connect. 

We started off talking about the very first days of Amazon Connect and how the product has evolved since then. In particular, we discuss how different the deployment was and how disruptive that was.

Throughout our conversation we touched on customer experiences, the enduring popularity of voice, how partners contribute to the ecosystem, and what potential challenges face Amazon Connect in the future.

Thank you very much to John for his time and for sharing this experiences.

Next week we will be discussing how to plan your Amazon Connect deployment, so be sure to subscribe in your favourite podcast player; that way you won't miss it.

Find out more about CloudInteract at cloudinteract.io.

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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 spent some time talking about whether the world was ready for this - both customers and companies.

After that, we headed into the technicalities of how everything worked, how to configure the widget for various different outcomes, and discussed the cost model. 

Next week, we are joined by John Ing, an independent Cloud Contact Centre Consultant. As an early adopter of Amazon Connect who led the first UK Bank onto Amazon Connect five years ago he has many stories to share, so be sure you don't miss this one!

Find out more about CloudInteract at cloudinteract.io.

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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 there's really good integration with the rest of Amazon Connect already built in. We discuss some examples of the sorts of great customer service experiences this can bring.
If you already have a CRM in place though, our second talking point might be of more interest - vendor support integrations. There are many of these covering the big names in CRM including Salesforce, Zoho, Zendesk, even ServiceNow.
Thirdly we dive into some detail about custom integrations using Lambda functions to enable integration with any CRM system.
Next week we're going to be deep-diving into the newly released capabilities of the updated communication widget, including its voice and video features. We are also going to be joined by a special guest, so be sure to subscribe in your favourite podcast player; that way you won't miss it.

Find out more about CloudInteract at cloudinteract.io.

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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 significant savings using the auto-scale capabilities that Connect can bring to the contact centre. Next week we're going to be talking about how to integrate Connect with your CRM so be sure to subscribe to make sure you don't miss it when it lands.

Find out more about CloudInteract at cloudinteract.io.