ACP: The Amazon Connect Podcast

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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.

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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.

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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.