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The Amazon Connect Podcast
Similar topics: amazon and connect
Technology
ACP: The Amazon Connect Podcast
by CloudInteract - cloudinteract.io
Today: #27 in Technology, New Zealand on our combined chart.
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Latest episodes
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45: Amazon Connect News Roundup
October 13, 2026 · 30 minSend us Fan Mail Join us as we catch-up on Amazon Connect, highlighting major announcements from August–October including: - the agentic CX designer now generally available, - Contact Lens information extraction for voice and chat…
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44: Hands On with Agentic CX Designer!
September 29, 2026 · 29 minSend us Fan Mail This week we welcome Bentley Paton, a Cloud Interact solutions architect, to discuss Amazon Connect’s Agentic CX Designer following AWS’s NLX acquisition and its move from preview to GA. This isn't just a review of…
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43: Listening to some unedited AI Agent Calls...
September 15, 2026 · 46 minSend us Fan Mail Host Tom Morgan runs a solo episode of the Amazon Connect Podcast to play five unedited recordings of Amazon Connect Customer AI agent calls and explain what’s happening under the hood. Four clips come from CloudInteract’s…
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42: 911 Secure
September 1, 2026 · 32 minSend us Fan Mail Join us as we welcome Kevin Kito (President & CEO) and Allan Gaspe (Solution Architect) from 911 Secure to discuss 911 obligations and solutions for cloud contact centers, especially Amazon Connect. They explain common…
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41: Mark Pritchard, Jabra
August 18, 2026 · 30 minSend us Fan Mail Join us as we welcome Mark Pritchard, a senior platform and automation consultant at Jabra, to discuss Jabra’s move to Amazon Connect starting in 2021 and how the shift improved flexibility, number management, and cloud…
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40: New AI Voices and other news
August 4, 2026 · 31 minSend us Fan Mail This episode of ACP recaps a busy July of Amazon Connect Customer updates. The headline is a major quality upgrade to Amazon Connect’s AI voices (announced July 20), adding 100 new voice options across 50+ languages…
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39: Hannah Bloking, AWS
July 21, 2026 · 28 minSend us Fan Mail On this episode we welcome Hannah Bloking, Senior Manager for Applied AI Acceleration Solutions Architecture at AWS, to discuss her career path from fine arts into tech, her work across the Executive Briefing Center…
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38: Call Recordings
July 7, 2026 · 31 minSend us Fan Mail This week we deep dive into call recording in Amazon Connect, covering how recording evolved from expensive, tape-based systems into ubiquitous digital recordings driven by compliance needs like PCI, HIPAA, GDPR, and…
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37: Amazon Connect Customer EMEA Community Event
June 23, 2026 · 28 minSend us Fan Mail We recap the two-day Amazon Connect Customer Community event in London, noting that the agenda and partner conversations were overwhelmingly focused on AI, especially agentic AI, rather than traditional contact center…
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36: Forecasting, Capacity Planning & Scheduling
June 2, 2026 · 24 minSend us Fan Mail Amazon Connect Forecasting, Capacity Planning & Scheduling (FCS) Explained — Native WFM, Agent Self-Service, Data Lake & Notifications Tom Morgan and Alex Baker welcome Pavan Dusanapudi, a senior architect on the Amazon…
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35: TACUG
May 19, 2026 · 28 minSend us Fan Mail Tom 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 community-led agenda, and why smaller…
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34: Acquisitions & Renames
May 5, 2026 · 30 minSend us Fan Mail In 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 announcements that reshape how they talk about…
About the show
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.