Join hosts Marc and Doug in Episode 7 of The Amazon Connect Podcast, "Can I Believe It?", as they dive into the latest innovations in generative AI and its impact on the contact center industry. This episode features a special guest, Hannah Bloking, who, when not being a much more famous podcaster in her own right (https://podcasts.apple.com/au/podcast/imposter-talks/id1750537819 or wherever you like to get you pods!) is the Senior Manager of Applied AI for Amazon Connect. Hannah shares her prodigal return to the Amazon Connect family and insights into AI's transformative potential for customer experience. Discover how AI is reshaping customer experiences, the challenges of implementing AI at scale, and the importance of transparency and context in AI solutions. Don't miss this engaging discussion filled with expert insights and real-world examples. #AmazonConnect #GenerativeAI #CustomerExperience

Join Marc Rudkowski and Douglas Park as they dive into the world of Amazon Connect with special guest Jeremy Puent, Principal Specialised Solution Architect for Amazon Connect. Discover the latest innovations in contact center technology, explore the art of re-architecting for the cloud, and learn how consumption-based pricing is revolutionizing the industry. Whether you're a seasoned professional or new to the field, this episode is packed with insights and strategies to elevate your customer experience. Tune in for a thought-provoking discussion that challenges the status quo and inspires you to think bigger.

Amazon Connect Badges: https://aws.amazon.com/blogs/contact-center/elevate-your-amazon-connect-skills-with-specialty-training-badges/

In this episode, Marc and Doug welcome Sheila, a Principal Product Manager at AWS, to discuss the latest features and innovations in Amazon Connect. They explore the evolution of the Agent Workspace, the introduction of multi-user web and video calling, and the integration of third-party applications. The conversation highlights the importance of AI in enhancing agent productivity and improving customer experiences. Sheila shares insights on how the Agent Workspace is designed to streamline operations and adapt to various customer needs, emphasizing the continuous innovation within Amazon Connect.

https://aws.amazon.com/blogs/contact-center/enhance-customer-engagement-with-amazon-connect-multi-user-in-app-web-and-video-calling/

Join us on the Amazon Connect podcast as we unlock the secrets of outbound campaign success with industry experts Anjan Mukherjee, Marc Rudkowski, and Douglas Park. Discover how cutting-edge features like multi-profile campaigns and AI-driven insights are transforming customer engagement. Whether you're aiming to boost conversions or slash churn rates, this episode is packed with actionable strategies to supercharge your outbound efforts. Tune in for a dynamic discussion that promises to elevate your customer interactions to new heights!

In this episode of the Amazon Connect Podcast, hosts Marc Rudkowski and Douglas Park delve into the transformative role of AI in enhancing customer service. They discuss new feature releases and explore how AI technologies like QinConnect are revolutionizing contact centers by streamlining self-service and agent interactions. Discover how AI-driven solutions are reducing the need for human intervention, optimizing workflows, and providing personalized customer experiences. Tune in to learn how AI is not just a tool but a pivotal component in reshaping the future of customer service. #AWS #AmazonConnect #QinConnect #AI #TheAmazonConnectPodcast

References:

• Amazon Q in Connect
• Blog / Youtube Posts:
  • Optimizing your knowledge base for Amazon Q in Connect | AWS Contact Center
  • AWS re:Invent 2024 - Reimagine end customer self-service with Amazon Connect (BIZ223-NEW)
• Documentation
  • Enable Amazon Q in Connect for your instance
  • Use generative AI-powered self-service with Amazon Q in Connect
  • Use Amazon Q in Connect for generative AI–powered agent assistance in real-time
  • Customize Amazon Q in Connect

Exploring the Latest in Amazon Connect: Innovations and Insights

Description: Join hosts Marc Rudkowski and Douglas Park as they dive into the latest updates in Amazon Connect. From enhanced flow designer UI features to proficiency-based routing, discover how these innovations are transforming customer and agent experiences.

Highlights:
The strategic importance of flow designer UI enhancements Parallel AWS Lambda execution and its impact on contact flows Proficiency-based routing: A game-changer for contact centers The role of AI in modernizing customer service

Tune in to learn how these advancements can elevate your contact center operations!

Hashtags: #AmazonConnect #CustomerExperience #AI #ContactCenter

The very first episode! Marc and Doug give an overview of why this podcast exists, what they hope to acheive and talk about some of the key differentiators for Amazon Connect.