Episodios
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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 ThoughtsFind out more about CloudInteract at cloudinteract.io.
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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 ThoughtsFind out more about CloudInteract at cloudinteract.io.
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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?Find out more about CloudInteract at cloudinteract.io.
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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 ThoughtsFind out more about CloudInteract at cloudinteract.io.
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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 ThoughtsFind out more about CloudInteract at cloudinteract.io.
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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.
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Join us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amazon Connect, we explore how to stay updated with its continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect Communication Specialist plan and the Connect Developer Learning Plan. We also highlight the benefits of certifications, hands-on practice, and formal training events to ensure you're always at the forefront of this evolving platform. Perfect for both beginners and seasoned professionals looking to deepen their expertise in Amazon Connect.
00:00 Introduction and Weather Chat
00:59 Amazon Connect Overview
01:09 Learning and Development Challenges
03:04 AWS Skill Builder Learning Plans
03:46 Amazon Connect Communication Specialist
11:31 Amazon Connect Developer Learning Plan
17:42 Formal Certifications and Badges
22:23 Staying Up to Date with Amazon Connect
25:55 In-Person Training and Events
28:03 Conclusion and Wrap-Up
Find out more about CloudInteract at cloudinteract.io.
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In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata.
John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect.
Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements.00:00 Introduction and Catching Up
00:55 Guest Introduction: John Mitchem
01:20 John's Background in Contact Centers
02:58 The Genesis of Operata
03:39 Challenges in Audio Quality and Load Testing
05:54 Transition to WebRTC Monitoring
09:02 Importance of Core Quality in Customer Experience
12:38 From Monitoring to Observability
18:07 AI in Contact Centers
22:32 Agent Experience and Real-Time Feedback
24:49 Operata's Integration with Amazon Connect
26:40 Conclusion and Wrap-Up
Find out more about CloudInteract at cloudinteract.io.
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Join Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and explore the importance of planning for this massive event.
Discover what's new with Amazon Connect, including free-text search functions, enhanced generative AI summaries, and new dashboards.
Learn about the keynotes, sessions, and networking opportunities at re:Invent, and get tips on making the most out of your experience. Stay tuned for exciting announcements and insights from the world of AWS and Amazon Connect.00:00 Introduction and Catching Up
00:57 AWS ReInvent Overview
01:28 Amazon Connect Updates
05:40 ReInvent Logistics and Planning
10:52 Session Highlights and Recommendations
18:23 Networking and Additional Activities
22:25 Anticipated Announcements and Conclusion
Find out more about CloudInteract at cloudinteract.io.
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Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers.
Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer interactions.
Learn about the potential of AI in quality monitoring, from real-time feedback to full automation, and discover how these innovations can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a small group, this episode provides practical insights on improving your contact center's performance.00:00 Introduction and Catching Up
01:14 New Metrics in Amazon Connect
02:23 API Updates and Flow Analytics
03:41 Introduction to Quality Monitoring
04:24 Key Components of Quality Monitoring
10:13 Challenges and Solutions in Quality Monitoring
14:52 Building Post-Call Surveys
15:46 Leveraging Speech Analytics
17:45 AI-Powered Performance Evaluation
20:30 Automating Quality Management
23:46 Real-Time Coaching and Compliance
26:35 Cost Considerations and Future Outlook
28:51 Conclusion and Final Thoughts
Find out more about CloudInteract at cloudinteract.io.
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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 experience testing. Tune in to hear about their unique approaches, challenges they've overcome, and their vision for the future.
00:00 Introduction and Guest Welcome
01:07 Phil's Journey to Nopaque
05:33 Steve's Career Path
09:35 The Birth of Nopaque
12:40 Nopaque's Unique Offering
15:45 IVR Mapping and Challenges
20:34 AI Integration and Future Plans
28:12 Closing Remarks and Future EpisodesFind out more about CloudInteract at cloudinteract.io.
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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 and sentiment analysis through Contact Lens, and the integration of AWS Lex for advanced chatbot functionality. Tune in to explore how AI tools are optimizing contact center operations and delivering improved customer experiences.
Find out more about CloudInteract at cloudinteract.io.
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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 discusses his thoughts on the collaborative nature of the event and its focus on networking and knowledge sharing. John Ing, the event's founder, shares his vision behind setting up the user group and reflects on the impressive turnout and the potential for future events. Vikram Modgil from Amazon Connect talks about the importance of customer feedback and the increasing interest and engagement in Amazon Connect from various stakeholders. Jonathan Boyd from emite, a sponsor of the event, elaborates on data management and visualization for contact centers and appreciates the collaborative format of the event.
We also chat with other sponsors. Stuart Dorman from Sabio highlights the rapid growth of Amazon Connect and its innovative capabilities, while Simon Leyland, CEO of CloudInteract, emphasizes the importance of building a community around Amazon Connect. We spoke with customers attending the event, who shared how the event addressed their questions and provided valuable insights for improving customer experience.
The episode wraps up reflecting on the day's success, the engaging discussions, and the importance of collaborative events like this one
This episode captures the essence of community-building, collaboration, and the dynamic growth of Amazon Connect, making it a must-listen for professionals in the customer experience and contact center industry.
Find out more about CloudInteract at cloudinteract.io.
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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 services and customer experience solutions.
Corey shares insights into his role at AWS, emphasizing the importance of considering post-deployment operational support and the necessity of a holistic approach in technology implementation. He highlights his passion for enhancing the customer experience through technology, drawing parallels between his military leadership skills and his approach to technology consulting.
Corey's also brings his advice for those looking to enter the AWS ecosystem or enhance their skills in Amazon Connect, including leveraging AWS's skill-building resources and connecting with experienced professionals in the field.
This episode is packed with invaluable insights for anyone interested in or currently working within the Amazon Connect space, emphasizing continuous improvement, leadership, and the exciting possibilities of technology in transforming customer experiences.
Corey's blog post that was referenced in this episode is: Transforming contact center teams when using Amazon Connect | AWS Contact Center.Find out more about CloudInteract at cloudinteract.io.
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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 and the resources available for partners looking to innovate and succeed with Amazon Connect.
Additionally, the conversation turns to the hot topic of generative AI, exploring its applications within contact centers, including agent assist, supervisor assist, self-service, and operational efficiencies. Arie offers insights into choosing the right generative AI services, like Amazon Q and Bedrock, and emphasizes the importance of companies understanding their use cases and data readiness when adopting these technologies.
This episode is packed with valuable advice for anyone looking to navigate the evolving landscape of cloud-based contact center solutions and generative AI, as well as existing and potential partners.Find out more about CloudInteract at cloudinteract.io.
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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 methodologies in ensuring adaptability and continuous improvement in contact center deployments.
We also covers the significance of involving various levels of staff, from C-level executives to agents, to get a comprehensive understanding of needs and impacts.
Hopefully this episode will give you an insight into the strategic planning and execution necessary to maximize the potential of Amazon Connect while accommodating the complexities of evolving business and technology landscapes.Find out more about CloudInteract at cloudinteract.io.
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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 the importance of engaging and empowering call center agents for both efficiency and quality service.
The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM.
From predictive analytics to bot efficiency evaluation, this episode will give you insights into the future of workforce management and optimization in the era of cloud-based contact centers.
Join us as we unpack how Calabrio and Amazon Connect work together to help businesses optimize their contact center operations while keeping agent well-being front and center.Find out more about CloudInteract at cloudinteract.io.
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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 providing PCI compliance solutions specifically designed for Amazon Connect, including agent-assisted phone payments and self-service IVR options.
Dmitri explains the importance of PCI compliance for any business handling cardholder data, detailing the compliance levels and the rigorous processes involved. The discussion further covers the limitations of common practices like pause-and-resume call recording and the advantages of third-party compliance solutions. Dmitri also shares insights on launching services through the AWS Marketplace and the evolving Amazon Connect ecosystem in Australia.
Listen for a comprehensive guide to navigating PCI compliance in the Amazon Connect environment.Find out more about CloudInteract at cloudinteract.io.
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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 generally available, this feature allows for enhanced productivity by integrating third-party applications directly into the agent workspace. It now includes event support, thereby facilitating a more dynamic interaction within the workspace.Generative AI-Powered Post Contact Summaries: Leveraging AWS’s Bedrock service, this feature, now also generally available, automates the creation of concise summaries of customer interactions, potentially saving significant agent time post-contact and ensuring consistent data collection.Rich Interactive Chat Experiences with Step by Step Guides: This new feature enables businesses to create automated, guided interactions for customers via chat, improving self-service capabilities and potentially reducing agent workload by pre-collecting necessary information.Automated Agent Evaluation Submissions: Fully automating the agent evaluation process by automatically filling and submitting evaluation forms, this feature aims to streamline quality management processes within contact centers and ensure consistency across all agent evaluations.In this episode we not only break down the new features announced at Enterprise Connect but also speculates on their potential impacts on operations, agent efficiency, and customer experience within the Amazon Connect environment.
We'd also love your thoughts on the announcements from Enterprise Connect 2024. Let us know what your favourite announcement was!Find out more about CloudInteract at cloudinteract.io.
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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 proof of concept which involves proving the technology, getting staff to use it, and checking if the business case makes sense.
The hosts then discuss the feasibility of a lift and shift approach to transformation, where all processes from the legacy system are lifted and moved to the new system. Alex suggests considering the transformation in two phases – an initial lift and shift phase to meet strict deadlines, and then a phase to optimize and take full advantage of the capabilities of the new platform.
They talk about the benefits of setting up a sandbox or development environment where you can test out new ideas, keeping in mind the costs of running multiple contact centres for a certain duration, and the importance of training staff to be self-sufficient in using and optimizing the Amazon Connect contact centre.
The podcast covers the topic of migration in depth and is focused on the practical steps of setting up, transitioning, and managing a new Amazon Connect Contact Centre.
Find out more about CloudInteract at cloudinteract.io.
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