ACP: The Amazon Connect Podcast
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About This Podcast
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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Recent Episodes
36: Forecasting, Capacity Planning & Scheduling
Send us Fan MailAmazon Connect Forecasting, Capacity Planning & Scheduling (FCS) Explained — Native WFM, Agent Self-Service, Data Lake & NotificationsTom Morgan and Alex Baker welcome Pavan…
35: TACUG
Send us Fan MailTom and Alex welcome John Ing, freelance Amazon Connect consultant and founder of the independent Amazon Connect user group, to discuss the group’s rapid growth over two years, its…
S1E34 34: Acquisitions & Renames
Send us Fan MailIn an unplanned “emergency” episode of the Amazon Connect Podcast, host Tom Morgan, co-host Alex Baker, and AI agent co-host Aria recap AWS Summit London and discuss two major…
33: News and Events
Send us Fan MailTom Morgan and Alex Baker catch up on recent Amazon Connect and contact center updates, including a blog post on the EU AI Act requiring clear AI disclosure at first interaction and…
32: We're Back... and AI Agents have changed everything
Send us Fan MailTom Morgan and co-host Alex Baker return to the Amazon Connect Podcast after a break since re:Invent, explaining that rapid developments in AI agents and increased client demand have…
31: AWS re:Invent 2025
Send us Fan MailAmazon Connect Feature Updates: re:Invent HighlightsIn this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon…
S1E30 30: Mobile Connect
Send us Fan MailIn 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…
29: Proactive Engagement
Send us Fan MailJoin 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…
S1E28 28: User Adoption
Send us Fan MailIn 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…
27: Automation
Send us Fan MailJoin 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…
26: Transformational Change
Send us Fan MailJoin 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…
25: Screen Recording
Send us Fan MailJoin 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…
24: AWS re:Invent 2024
Send us Fan MailJoin 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…
23: Live in London from the Independent User Group for Amazon Connect
Send us Fan MailJoin 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…
22: Emite
Send us Fan MailJoin 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…
21: Mastering Amazon Connect Billing
Send us Fan MailJoin 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…
20: Simon Leyland, CEO CloudInteract
Send us Fan MailIn 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…
19: Omningage and Rocket CCaaS
Send us Fan MailIn 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…
18: Learning & Development
Send us Fan MailJoin 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…
17: Performance monitoring and experience management with Operata
Send us Fan MailIn 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…
Frequently Asked Questions
ACP: The Amazon Connect Podcast has published 36 episodes since January 2024, covering topics in Business, Technology.
ACP: The Amazon Connect Podcast is currently highly active with new episodes every 2 weeks. Average episode length is 30m.
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