ACP: The Amazon Connect Podcast

CloudInteract - cloudinteract.io
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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 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 podcast@cloudinteract.io.ACP: The Amazon Connect Podcast is created and produced by CloudInteract and is not affiliated in any way with Amazon Connect.

  1. 12/04/2025

    31: AWS re:Invent 2025

    Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automation, chat workflows, MCP support, and real-time chat message streaming. Also, discover the highly-anticipated Nova Sonic LLM's integration for more natural voice interactions and enhanced agent assistance. Stay tuned for insights on predictive analytics, knowledge bases, and more. 00:00 Introduction and Overview of re:Invent Week 01:09 Amazon Connect's Major Announcements 01:48 Deep Dive into New Features 04:18 Testing and Simulation Capabilities 07:15 Automated Email Responses and Chat Workflows 10:00 Model Context Protocol and Real-time Chat Streaming 14:53 Nova Sonic: The Game-Changing LLM for Voice 20:17 AI-Powered Summaries and Predictive Insights 24:57 Knowledge Bases and Third-Party Integrations 30:59 Conclusion and Final Thoughts Find out more about CloudInteract at cloudinteract.io.

    32 min

  2. 11/03/2025

    Episode 30: Mobile Connect

    Send us a text In this episode, Tom and Alex sit down with Ruben Opdenakker, Head of Product at Ideal Systems, to explore the mobile evolution of Amazon Connect — and how it's transforming the way organisations engage with customers. Traditionally known as a powerful cloud contact centre solution, Amazon Connect is now breaking free from the desk with Mobile Connect. Discover how mobile capabilities are enabling field sales teams, engineers, and other remote employees to connect with customers on the go, all through a dedicated mobile app. Whether you're in tech, CX or operations, this episode is packed with insights on making customer engagement smarter, faster, and truly mobile. Listen now and reimagine what’s possible with Amazon Connect, wherever your team works. Find out more about CloudInteract at cloudinteract.io.

    29 min

  3. 06/05/2025

    29: Proactive Engagement

    Send us a text Join Tom and Alex in this episode of ACP as they discuss the latest in outbound campaigns and proactive engagement with Anjan Mukherjee, Head of Product for Amazon Connect.  Discover the evolution of consumer communication preferences, the importance of personalized engagement, and how AI-driven solutions are transforming business outreach. Learn practical insights and examples on boosting customer loyalty, increasing sales, and improving customer satisfaction using Amazon Connect's powerful tools.  Don't miss out on understanding the future of proactive customer engagement!  Find out more about CloudInteract at cloudinteract.io.

    29 min

  4. 02/24/2025

    28: User Adoption

    Send us a text 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 Find out more about CloudInteract at cloudinteract.io.

    34 min

  5. 01/20/2025

    27: Automation

    Send us a text 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 Find out more about CloudInteract at cloudinteract.io.

    32 min

  6. 01/06/2025

    26: Transformational Change

    Send us a text 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 Find out more about CloudInteract at cloudinteract.io.

    31 min

  7. 12/23/2024

    25: Screen Recording

    Send us a text 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 Find out more about CloudInteract at cloudinteract.io.

    28 min

  8. 12/09/2024

    24: AWS re:Invent 2024

    Send us a text 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 Find out more about CloudInteract at cloudinteract.io.

    46 min
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About

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

Information

  • Creator
    CloudInteract - cloudinteract.io
  • Years Active
    2024 - 2025
  • Episodes
    31
  • Rating
    Clean
  • Copyright
    © 2025 CloudInteract - cloudinteract.io
  • Show Website
    ACP: The Amazon Connect Podcast