Show Notes
Send us Fan Mail 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 futu...
More from ACP: The Amazon Connect Podcast
Send 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 (including how it can help alongside redaction), - and new agent-to-agent collaboration using the open A2A protocol with voice support and detailed traceability. We also discuss the newly GA AI Assistant for querying contact center metrics in plain language, ...
Send 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 features - it's talking candidly about the good and the bad of the new Agentic CX Designer with someone who is actually building production solutions with it today. Bentley explains how it combines agentic and deterministic IVR design in a drag-and-drop UI, remove...
Send 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 multi-industry demo environment and one from a noisy conference floor. Scenarios include airline fare lookup with email capture, retail banking identity verification, transaction clarification, balance and loan payoff (with calculations done via external to...
Send 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 misconceptions about 911 location accuracy, the complexity introduced by cloud and nomadic workers, and key U.S. legislation: Kari’s Law (direct 911 dialing, routing to the local PSAP, and immediate on-site notification) and Section 506 of RAY BAUM’s ...
Send 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 operations after COVID. Mark explains the challenges of running four global Connect instances with a small admin team, the need to standardize IVRs, scripts, and flow design for easier troubleshooting, and practical conventions like embedding related pho...