17: Performance monitoring and experience management with Operata

ACP: The Amazon Connect Podcast

#Tech #Business #CloudInteract - cloudinteract.io #Amazon #Connection #Contact #Center #Communication #Ccaa #Telecommunications

26:46

For many travelers, Antarctica is a bucket-list destination, a once-in-a-lifetime opportunity to touch all seven continents. In 2023, a record-breaking 100,000 tourists made the trip. But the journey begs a fundamental question: What do we risk by traveling to a place that is supposed to be uninhabited by humans? And as the climate warms, should we really be going to Antarctica in the first place? SHOW NOTES: Kara Weller: The Impossible Dilemma of a Polar Guide Marilyn Raphael: A twenty-first century structural change in Antarctica’s sea ice system Karl Watson: First Time in Antarctica Jeb Brooks : 7 Days in Antarctica (Journey to the South Pole) Metallica - Freeze 'Em All: Live in Antarctica Learn about your ad choices: dovetail.prx.org/ad-choices…

大约1年之前 27:43

MP3•单集首页

Send us a text

In 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 career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect.
Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements.
00:00 Introduction and Catching Up

00:55 Guest Introduction: John Mitchem

01:20 John's Background in Contact Centers

02:58 The Genesis of Operata

03:39 Challenges in Audio Quality and Load Testing

05:54 Transition to WebRTC Monitoring

09:02 Importance of Core Quality in Customer Experience

12:38 From Monitoring to Observability

18:07 AI in Contact Centers

22:32 Agent Experience and Real-Time Feedback

24:49 Operata's Integration with Amazon Connect

26:40 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

28集单集

ACP: The Amazon Connect Podcast

17: Performance monitoring and experience management with Operata

ACP: The Amazon Connect Podcast

published 大约1年之前

MP3•单集首页

Send us a text

00:55 Guest Introduction: John Mitchem

01:20 John's Background in Contact Centers

02:58 The Genesis of Operata

03:39 Challenges in Audio Quality and Load Testing

05:54 Transition to WebRTC Monitoring

09:02 Importance of Core Quality in Customer Experience

12:38 From Monitoring to Observability

18:07 AI in Contact Centers

22:32 Agent Experience and Real-Time Feedback

24:49 Operata's Integration with Amazon Connect

26:40 Conclusion and Wrap-Up

Find out more about CloudInteract at cloudinteract.io.

28集单集

#Tech #Business #CloudInteract - cloudinteract.io #Amazon #Connection #Contact #Center #Communication #Ccaa #Telecommunications

所有剧集

ACP: The Amazon Connect Podcast

1
28: User Adoption 33:49

8 weeks之前33:49

33:49

Send us a text 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 .…

ACP: The Amazon Connect Podcast

1
27: Automation 31:42

13 weeks之前31:42

31:42

Send us a text 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 .…

ACP: The Amazon Connect Podcast

1
26: Transformational Change 31:01

15 weeks之前31:01

31:01

Send us a text Join 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 insights on the future of contact centers in 2025. The discussion dives into key themes such as change management, technological advancements, and the evolving customer experience. Learn about the role of AI, cloud migration, and innovative solutions like Apollo in transforming contact centers. Don't miss this engaging and informative discussion on the challenges and opportunities ahead! 00:00 Introduction and Guest Welcome 01:42 Eliza Taylor's Background and Expertise 02:47 Nick Seagrave's Journey and Insights 04:17 The Future of Contact Centers 05:29 Challenges in Customer Experience 08:28 The Role of Technology in Customer Experience 12:53 The Importance of Cloud Solutions 16:10 Human Factors in Transformation 21:42 Introducing Apollo: Our Innovative Solution 29:54 Conclusion and Farewell Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
25: Screen Recording 27:54

17 weeks之前27:54

27:54

Send us a text Join 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 centers, including agent monitoring, compliance, and training. Learn about enabling the feature, its technical requirements, and potential use cases. Dive into the practical applications and considerations of implementing screen recording and how it might shape the future of contact center operations. 00:00 Introduction to Amazon Connect Screen Recording 01:17 Overview of Screen Recording Feature 03:12 Technical Details and Setup 06:39 Security and Compliance Considerations 09:55 Practical Applications and Use Cases 16:40 Agent Perspective and Ethical Concerns 22:38 Geographical and Legal Restrictions 24:05 Future Potential and AI Integration 26:55 Conclusion and Wrap-Up Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
24: AWS re:Invent 2024 45:51

19 weeks之前45:51

45:51

Send us a text Join 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 sensitive customer data, generative AI-powered self-service, WhatsApp business messaging integration, AI guardrails, external voice transfers, and Salesforce contact center preview. They are also joined by Nancy Van Delist direct from the event, sharing her experiences and the best expo highlights. Stay tuned for in-depth discussions and future episodes exploring these advancements further. Amazon Connect now makes it easier to collect sensitive customer data within chats Amazon Connect launches generative AI-powered self-service with Amazon Q in Connect Amazon Connect now supports WhatsApp Business messaging Amazon Connect launches simplified conversational AI bot creation Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performance Amazon Connect launches AI guardrails for Amazon Q in Connect Amazon Connect now supports external voice transfers Amazon Connect Contact Lens now supports external voice Amazon Connect now provides the ability to record audio during IVR and other automated interactions AWS announces Salesforce Contact Center with Amazon Connect (Preview) 00:00 Introduction to ACP and reInvent 01:00 Amazon Connect Announcements Overview 03:15 Sensitive Data Collection in Amazon Connect 05:35 Generative AI in Amazon Connect 13:52 WhatsApp Business Messaging Support 16:01 Amazon Connect Bot Builder Enhancements 18:55 AI Guardrails and Reporting 24:04 Introduction to External Voice Transfers 26:39 Amazon Connect Pricing Details 27:49 Migration Strategies and Use Cases 31:39 Recording and Analyzing IVR Interactions 33:57 Salesforce Contact Center Integration 37:19 AWS re:Invent Event Highlights 45:02 Conclusion and Final Thoughts Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
23: Live in London from the Independent User Group for Amazon Connect 28:52

21 weeks之前28:52

28:52

Send us a text Join 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 episode features detailed discussions on Amazon Connect technologies, user experiences, and innovations from industry leaders. Highlights include insights from AWS representatives, hands-on user experiences from various sectors, and keynotes from notable figures like John Ing, the founder of the user group. Dive into the shared knowledge and collaborative spirit of the event, while exploring advancements in contact center solutions and voice biometrics. 00:00 Introduction to ACP Podcast 00:41 Live from London: Amazon Connect User Group 03:43 Interview with Ruben Opdenakker: Mobile Connect 08:40 Paul McGee on Voice Biometrics 17:04 AWS Interactive Session 18:41 Interview with Pavan Dusanapudi: AWS on agent scheduling 21:24 Closing Remarks and Future Plans with John Ing 26:43 Wrap-Up and Final Thoughts Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
22: Emite 32:01

23 weeks之前32:01

32:01

Send us a text Join 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 sources like Amazon Connect and CRM systems into a unified solution, providing self-service reporting, dashboards, and KPI tracking. Learn how AI and IoT are transforming industries by processing real-time data from smart devices, and uncover the evolving role of contact center agents as knowledge workers. Explore how Emite bridges the gap between technical and business teams, enhances operational efficiencies, and utilizes social capital to deliver personalized and exceptional customer experiences. Read Emite's blog on Social Capital: Social Capital: Have You Missed an Important Aspect of Contact Center Excellence? Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
21: Mastering Amazon Connect Billing 29:55

25 weeks之前29:55

29:55

Send us a text Join 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 consumption-based and subscription-based billing models, delving into their respective advantages and challenges. Gain valuable insights into managing AWS billing, with a specific focus on Amazon Connect's monthly charge system and strategies for cost forecasting. Learn how to leverage cost calculators, security groups, and other tools to control expenses. Additionally, discover effective approaches for implementing AI features and the importance of flat-fee pricing in enterprise settings. Tune in to avoid unexpected costs and optimize your Amazon Connect investments through careful planning and automation. 00:00 Introduction to ACP Podcast 00:43 Deep Dive into Amazon Connect Billing 01:36 Consumption-Based Billing Explained 06:39 Subscription-Based Billing and New Features 10:34 Managing Costs and Features 15:22 Control and Security in Billing 16:12 Managing Amazon Connect Costs 18:31 Understanding the Why Behind Amazon Connect's Pricing 19:01 The Role of AI and LLMs in Cost Justification 21:24 Market Trends and Enterprise Preferences 24:58 Challenges and Risks in Pricing Models 28:15 Conclusion and Final Thoughts Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
20: Simon Leyland, CEO CloudInteract 35:07

27 weeks之前35:07

35:07

Send us a text In 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 sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to modern cloud platforms and the ongoing challenges in customer service technology. Simon shares insights on embracing technological advancements like AI and the importance of bridging IT and business processes in customer service improvements. The episode also highlights CloudInteract's mission to eliminate poor customer service and advocate for technology transformation. Simon concludes with thoughts on maintaining customer satisfaction in a digitally evolving world. 00:00 Introduction 01:35 Simon's Career Journey 04:45 Transforming Telephony and Digital Workplaces 09:09 No Excuses: The Importance of Customer Service 11:27 The Role of Technology in Customer Service 15:51 Creating CloudInteract and Industry Challenges 21:28 The Impact of AI on Customer Experience 34:17 Conclusion and Final Thoughts Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
19: Omningage and Rocket CCaaS 37:00

29 weeks之前37:00

37:00

Send us a text In 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 center industry, discusses the building of Omningage's Amazon Connect-based product Rocket CCaaS , and highlights the innovative features and benefits of their solutions. The conversation also delves into the impact of AI and the evolving needs of customer and agent experiences in the contact center world. Don't miss this insightful discussion on leveraging Amazon Connect for superior customer engagement! 00:00 Introduction and Special Guest Announcement 01:16 Ajmal Mahmood's Background in the Contact Center Industry 04:25 Ajmal's Podcast Experience and Porsche Story 06:52 Introduction to Omningage 13:07 Rocket CCaaS: Simplifying Amazon Connect 31:00 AI and Future Developments in Omningage and Rocket 36:02 Conclusion and Farewell Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
18: Learning & Development 29:01

31 weeks之前29:01

29:01

Send us a text Join 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 continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect Communication Specialist plan and the Connect Developer Learning Plan. We also highlight the benefits of certifications, hands-on practice, and formal training events to ensure you're always at the forefront of this evolving platform. Perfect for both beginners and seasoned professionals looking to deepen their expertise in Amazon Connect. 00:00 Introduction and Weather Chat 00:59 Amazon Connect Overview 01:09 Learning and Development Challenges 03:04 AWS Skill Builder Learning Plans 03:46 Amazon Connect Communication Specialist 11:31 Amazon Connect Developer Learning Plan 17:42 Formal Certifications and Badges 22:23 Staying Up to Date with Amazon Connect 25:55 In-Person Training and Events 28:03 Conclusion and Wrap-Up Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
17: Performance monitoring and experience management with Operata 27:43

33 weeks之前27:43

27:43

Send us a text In 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 career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to modern observability, the role of AI in enhancing customer and agent experiences, and the unique benefits of using Amazon Connect. Learn about the challenges of ensuring high-quality calls, monitoring agent behavior, and how Operata leverages machine learning and real-time data to drive CX improvements. 00:00 Introduction and Catching Up 00:55 Guest Introduction: John Mitchem 01:20 John's Background in Contact Centers 02:58 The Genesis of Operata 03:39 Challenges in Audio Quality and Load Testing 05:54 Transition to WebRTC Monitoring 09:02 Importance of Core Quality in Customer Experience 12:38 From Monitoring to Observability 18:07 AI in Contact Centers 22:32 Agent Experience and Real-Time Feedback 24:49 Operata's Integration with Amazon Connect 26:40 Conclusion and Wrap-Up Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
16: re:Invent is Coming 31:25

35 weeks之前31:25

31:25

Send us a text Join Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and explore the importance of planning for this massive event. Discover what's new with Amazon Connect, including free-text search functions, enhanced generative AI summaries, and new dashboards. Learn about the keynotes, sessions, and networking opportunities at re:Invent, and get tips on making the most out of your experience. Stay tuned for exciting announcements and insights from the world of AWS and Amazon Connect. 00:00 Introduction and Catching Up 00:57 AWS ReInvent Overview 01:28 Amazon Connect Updates 05:40 ReInvent Logistics and Planning 10:52 Session Highlights and Recommendations 18:23 Networking and Additional Activities 22:25 Anticipated Announcements and Conclusion Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
15: Quality Monitoring 29:47

37 weeks之前29:47

29:47

Send us a text Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers. Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer interactions. Learn about the potential of AI in quality monitoring, from real-time feedback to full automation, and discover how these innovations can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a small group, this episode provides practical insights on improving your contact center's performance. 00:00 Introduction and Catching Up 01:14 New Metrics in Amazon Connect 02:23 API Updates and Flow Analytics 03:41 Introduction to Quality Monitoring 04:24 Key Components of Quality Monitoring 10:13 Challenges and Solutions in Quality Monitoring 14:52 Building Post-Call Surveys 15:46 Leveraging Speech Analytics 17:45 AI-Powered Performance Evaluation 20:30 Automating Quality Management 23:46 Real-Time Coaching and Compliance 26:35 Cost Considerations and Future Outlook 28:51 Conclusion and Final Thoughts Find out more about CloudInteract at cloudinteract.io .…

ACP: The Amazon Connect Podcast

1
14: Nopaque 30:18

39 weeks之前30:18