The Amazon Connect Podcast

Douglas Park, Marc Rudkowski
  • 5.0 (2)
  • TECHNOLOGY

Information and Insight into what's new and why it matters, on Amazon Connect. Brought to you by Marc and Doug, who have been working with Amazon Connect since service launch.

  1. The Amazon Connect Podcast - Ep.15 - Amazon.com Contact Centres! What can we learn from them?

    JAN 21

    The Amazon Connect Podcast - Ep.15 - Amazon.com Contact Centres! What can we learn from them?

    Join Marc Rudkowski, Douglas Park and, special guest, Adrian Morgan as they delve into the world of Amazon Connect, exploring its unique features and how it revolutionizes contact centers. Discover insights from Adrian's tours of Amazon's contact centers and learn about the innovative, customer-centric approaches that set Amazon apart. From the Andon cord concept to AI and cloud solutions, this episode covers the evolution of Amazon Connect and its impact on global operations. Don't miss out on this deep dive into the future of customer experience!

    37 min
  2. The Amazon Connect Podcast - Ep.14 - All 30+ Features From re:Invent Explained!

    12/19/2025

    The Amazon Connect Podcast - Ep.14 - All 30+ Features From re:Invent Explained!

    In this episode of the Amazon Connect podcast, hosts Douglas Park and Marc Rudkowski discuss the significant updates announced at Reinvent 2025, focusing on ~30 new features that enhance AI capabilities, workforce efficiency, and customer engagement in contact centers. They reflect on the impact of these updates, including the introduction of AI agents that can collaborate and handle tasks autonomously, the ability to create custom AI agents tailored to specific business needs, and the integration of AI-powered healthcare solutions that comply with HIPAA regulations. The conversation highlights the importance of these innovations in transforming the contact center landscape and improving overall customer experiences.

    38 min
  3. The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!!

    12/03/2025

    The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!!

    Join Marc, Doug and special guest Keith Ramsdell in the latest episode of the Amazon Connect Podcast! Explore the cutting-edge advancements in AI-driven contact centers, including Agentic Voice and dynamic language support. Keith shares his expertise on self-service automation and conversational AI, offering a glimpse into the future of customer service. Don't miss this insightful discussion! #AmazonConnect #AI #CustomerExperience

    41 min
  4. The Amazon Connect Podcast - Ep.12 - Pre:invent!

    11/28/2025

    The Amazon Connect Podcast - Ep.12 - Pre:invent!

    In this pre-re:Invent episode of the Amazon Connect podcast, hosts Douglas Park and Marc Rudkowski set the stage for the upcoming event by exploring the latest advancements in AI and customer experience. They discuss the significance of observability and explainability in generative AI, the impact of new features like contact lens summarization, and the evolving role of AI agents in customer service. Tune in to discover how these innovations are shaping the future of customer interactions and what it means for businesses gearing up for re:Invent.

    38 min
  5. The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More

    11/09/2025

    The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More

    In Episode 13 of the Amazon Connect Podcast, hosts Marc Rudkowski, Douglas Park, and Clyde Logue explore the transformative power of Cases and Step-by-Step Guides in modern contact centers. Discover how these tools are reshaping customer interactions by providing seamless, guided experiences for both agents and customers. Learn how to leverage these features to enhance self-service success and streamline complex workflows. Whether you're looking to optimize your contact center or just curious about the latest innovations, this episode offers valuable insights and practical advice. #AmazonConnect #CustomerService #Innovation

    36 min
  6. The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce

    10/22/2025

    The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce

    Join us for a special 10th episode of the Amazon Connect podcast, where it's Marc Rudkowski's time to shine! Dive into Marc's deep expertise as he shares insights from his recent experience at Dreamforce, discussing the exciting integration between Amazon Connect and Salesforce. Discover how this collaboration is transforming contact centers with innovative solutions and hear about Marc's journey from launching Amazon Connect to becoming a key player in the industry. Don't miss this milestone episode filled with expert knowledge and engaging stories. #AmazonConnect #Salesforce #Dreamforce #customerexperience #customerservice #contactcentre

    34 min

  7. 10/08/2025

    The Amazon Connect Podcast - Ep 9 - Partners! Do you need one? Yes, you do!

    In this episode of The Amazon Connect Podcast, hosts Marc Rudkowski and Douglas Park welcome Yasser El-Hagan, founder and CEO of Pronetx, to discuss the latest updates in Amazon Connect, the importance of partnerships in the contact center space, and the innovative solutions offered by Pronetx. The conversation covers the integration of generative AI in email responses, the significance of managed services, and how Pronetx is redefining value in the CX landscape. Yasser shares insights on the rapid evolution of technology and the necessity for businesses to adapt and innovate continuously.#amazonconnect #aws #customerexperience #cx

    33 min
  8. The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator

    09/27/2025

    The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator

    Join Marc, Doug and their very very very special guest, Nelson Martinez. Nelson is the embodiment of Customer Obssession. The team dive into the world of telecommunications in Episode 8 of "Telco!". This overlooked, and dare we say it "unsexy', topic is a ey differentiator for Amazon Connect. No other platform, and no customer for themselves, can provide this level of reliability and redundancy. #TelcoTalk #CloudInnovation #AWS

    33 min
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Ratings & Reviews

5
out of 5
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About

Information and Insight into what's new and why it matters, on Amazon Connect. Brought to you by Marc and Doug, who have been working with Amazon Connect since service launch.

Information

  • Creator
    Douglas Park, Marc Rudkowski
  • Years Active
    2025 - 2026
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © 2026 Douglas Park, Marc Rudkowski