ACP: The Amazon Connect Podcast

Jul 22 2024

ACP: The Amazon Connect Podcast artwork

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 understanding of Amazon's popular customer service application.

We'd love to answer your Amazon Connect questions on the show so if you have something you'd like our experts to discuss email us at [email protected].

ACP: The Amazon Connect Podcast is created and produced by CloudInteract and is not affiliated in any way with Amazon Connect.

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14: Nopaque

Jul 22 2024 30 mins

Send us a Text Message.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 proactive customer experi

13: AI in Amazon Connect

Jul 08 2024 28 mins

Send us a Text Message.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, comprehensive speech analytics

12: The Independent User Group for Amazon Connect Inaugural Meetup

Jun 24 2024 34 mins

Send us a Text Message.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 attending the event.Alex dis

11: After Deployment with Corey Miller, AWS

Jun 10 2024 31 mins

Send us a Text Message.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, focusing on cloud service

10: Arie Hazekamp, Amazon Connect

May 27 2024 28 mins

Send us a Text Message.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 essential role of AWS partners a

9: Project Management

May 13 2024 31 mins

Send us a Text Message.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 the benefits of agile met

8: Workforce Management & Optimization

Apr 29 2024 37 mins

Send us a Text Message.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-centric approach, emphasizing th

7: PCI Compliance

Apr 15 2024 28 mins

Send us a Text Message.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, SequenceShift, specializes in providin

6: Enterprise Connect 2024

Apr 01 2024 33 mins

Send us a Text Message.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 Agent Workspace: Now genera

5: Planning your Amazon Connect deployment

Mar 18 2024 33 mins

Send us a Text Message.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 emphasizing the need for