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 ...
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This is the public square for all things contact center. This is where the world’s best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss
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With all of the advancements in technology, why is customer service getting worse instead of better? That is the key question “Your Call is Very Important to Us” seeks to answer. Please subscribe to the podcast on the platform of your choice. You can also visit our YouTube channel at: https://www.youtube.com/@yourcallis. Do you have a customer service fail you'd like to share? Would you be interested in sponsoring an episode? Want to just reach out and provide some feedback? Feel free to dro ...
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Welcome to Always On CX:EX, the podcast designed specifically for Contact Center and IT leaders like you. We know that your role is pivotal in ensuring seamless support for both your contact center reps and your valued customers, all while managing the intricate web of technology that keeps everything running smoothly. In each episode, we dive deep into strategies and insights aimed at helping you continuously elevate your customer experience, enhance your agent experience, and maintain the ...
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Want to get an exclusive peek into the UC & C? Curious about how the latest industry trends and technologies matter to you? Join the after-work huddle room with us — Ramon and Jason, as we candidly share ideas and lead enlightening talks with industry insiders. From daily work anecdotes to specific UC solutions, tear the ”Yeastar” label off and speak our minds. The show will dive deep into what exactly happened around us and unpack everything to keep you in the loop. If you’re interested, tu ...
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12. Successfully Integrating Microsoft Teams and Contact Center
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In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes. They explore the convergence of unified communications (UC) and contact centers (CC), Microsoft's offerings in the customer experience market, and the…
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**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. T…
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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…
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11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration
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In this episode of Always on CXEX, host Josh Chronister is joined by Gidi Adlersberg, Director of Voca Conversational Interaction Center at AudioCodes. They discuss the relationship between Microsoft Azure and Microsoft Teams in the context of contact center integrations. =========================================================== Best Moments: (01…
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In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right info…
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17: Performance monitoring and experience management with Operata
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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 m…
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***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of …
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10. Integrating CX Capabilities Beyond the Contact Center: Sales Team
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In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments. They discuss how improving CX for sales teams leads to better customer satisfaction and loyalty, share real-world examples & use cases, explore relevant metrics…
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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 a…
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In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on the challenges faced by agents in today’s complex work environment. They delve into the increasing isolation that many agents experience, particularly with the rise of remote and hybrid work models. A…
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Can AI fix the call center agent experience?
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Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents. **Amas:** "Bob, it’s so good to see you again. How have you been?" **Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic." The duo dives into the…
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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 inter…
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9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI
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In this episode, guest-host Jon Zoltie is joined by Tom Arbuthnot, a leading Microsoft specialist, to discuss practical insights on what's trending with Microsoft Contact Center and AI. =========================================================== Best Moments: (03:54) Exploring the latest developments in Microsoft Teams telephony and UC, including A…
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Send us a text 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…
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Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions…
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8. How to Design User Experience with ALL Users in Mind
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In this episode, Josh Chronister joins Jon Zoltie to discuss designing great user experiences for contact center agents, supervisors, and customers. They cover topics like IVR design, agent and supervisor interfaces, omni-channel capabilities, and how enhancing internal experiences ultimately improves customer satisfaction. ========================…
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Send us a text In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon Q, compr…
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12: The Independent User Group for Amazon Connect Inaugural Meetup
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Send us a text In this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the London Stadium in the UK. We kick off setting the scene and highlighting the excitement surrounding the event. Throughout the episode, we managed to track down and talk to some of the key figures at…
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7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams
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In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers. They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer int…
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11: After Deployment with Corey Miller, AWS
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Send us a text In this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspective to the table with his extensive background, which includes a 28-year tenure in the United States Air Force as a military police officer and his subsequent transition into the technology sector,…
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6. Inside Look: How You Can Deliver Better CX with Microsoft Teams
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In this episode of Always On CX:EX, host Josh Chronister talks with Jasper Filon, a contact center expert at AudioCodes, about how logistics companies can improve customer experience with Microsoft Teams. They discuss the benefits of Teams as a cloud-based platform, integrating contact center features into Teams, using AI for automation, and best p…
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EP5: Can Cloud Solutions Be a Real Money-maker? | Yeastar
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Episode Introduction Can hosting solutions be a real money-maker? Absolutely! So, what's the secret to cashing in? In this episode, Ramon and Jason will dive into the booming cloud trend and check out how it could pay off for small and medium-sized businesses. They'll spill the beans on what to think about before switching, picking the right PBX, a…
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Send us a text This week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona. Arie shares his journey into the world of AWS and Amazon Connect, highlighting the transformative impact cloud technology has had on customer experience solutions. The episode delves into the essent…
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5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know
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Not all contact center integrations for Microsoft Teams are built the same. - Some are certified by Microsoft, and some aren't. - Some have built-in Conversational AI, and some don't. - Some have an Azure-native integration with Microsoft Teams, and some don't. You get the idea! In this episode of Always On CX:EX, Jon Zoltie breaks down the top 5 q…
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4. How to Build an IVR Your Customers Won’t Hate
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Designing an IVR your customers don’t hate isn’t as difficult and time-consuming as it sounds. And no, we’re not talking about another DTMF menu. No one likes waiting through a list of nine options to then forget what #3 was. We’re talking about speech-driven or conversational IVRs. You know, the ones that: - Callers are no longer limited to 10 opt…
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3. Why Consolidate Your UC & Contact Center
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There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy? The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc. But sometimes these two communication platforms don’t fit like a glo…
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2. Why Voice is Still the Leading Support Channel
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There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues. But how do you know if you are using the right…
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1. Where Teams Voice Ends and Contact Center Begins
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Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers. Does this mean the only other option is a larger CCaaS vendor with many features th…
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Send us a text In this episode of the Amazon Connect Podcast (ACP), we talk to Saffron Archer and Veronica Larena, both delivery leads at CloudInteract, about the key aspects of successfully managing Amazon Connect deployment projects. We delve into the importance of project management, the challenges of coordinating with multiple stakeholders, and…
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EP4: How to Do Business with ISP? - 6 Tips from a REAL ISP | Yeastar
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Episode Introduction How do I work with an ISP? As the global promotion of cloud PBX continues to gain momentum, this question grows in significance. That's why we've brought in a true ISP expert, Lily Zhang from Cocoa Oriental, who will be sharing her insights on typical ISP cases, important project considerations, and 6 useful tips for vendors lo…
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Send us a text In this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centri…
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Send us a text In this episode of ACP we delve into the world of PCI compliance with our guest, Dmitri Muntean, managing director at SequenceShift. Dmitri brings his extensive knowledge in PCI compliance and telephony to discuss the challenges and solutions for businesses using Amazon Connect. The episode explores how Dmitri's company, SequenceShif…
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Ep:5 What are some of the most common CX mistakes?
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In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience. Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach ou…
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Send us a text In this special episode of ACP, we explore the latest announcements from Enterprise Connect as they relate to Amazon Connect. Discussing features that were just announced, this episode is a real-time analysis, less polished but filled with genuine reactions to the breaking news. Key highlights include: Third-Party App Support for the…
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EP3: Talking Vendors' Strategies — Is That a Smart Way to Face 2024? | Yeastar
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Episode Introduction Quick question: Was 2023 hard for you? If your answer is yes, then this episode is a must-listen! In this episode, Jason and Ramon discuss how Yeastar and other major industry players, like VTech, Mitel, and 3CX, dealt with the tough economic conditions — their business strategies, and how the market responded. They're also joi…
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5: Planning your Amazon Connect deployment
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Send us a text In this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect. Alex states the importance of understanding the technical side of things and…
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Send us a text In this episode we are joined by John Ing, Independent Cloud Contact Centre Consultant. John is an entrepreneurial and forward thinking technology leader with over 40 years experience in the industry who was an early adopter of Amazon Connect . He led the first UK Bank onto Amazon Connect 5 years ago and has since helped a number of …
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Send us a text In this episode Tom & Alex were joined by Bentley Paton - Platform Engineer at CloudInteract - to discuss some of the newest innovations in the Amazon Connect communications widget. We first discuss the existing chat widget capabilities that Connect has had for some time before moving to talk about the addition of audio and video. We…
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Send us a text In this week's episode, we discuss CRM integration, starting with what that actually means and why you might need or want it. We talk about the CRM that's built right into Amazon Connect with Customer Profiles and Connect Cases. For lots of people (especially if you don't already have a CRM in place) this could be a GREAT solution as…
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EP2: Selling Cloud PBX - How Do I Convince Customers to Pay 3 Times? | Yeastar
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Episode Introduction As more and more businesses are moving their communications to the cloud, we've seen the rise of UCaaS, which is a completely different business realm and requires a new mindset. So in today's episode, we will highlight some common concerns we've encountered from people who want to capitalize on the cloud opportunity but haven'…
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Send us a text Welcome to the first episode of the CloudInteract Connect Podcast! In this episode we introduce ourselves and cover the basics of Amazon Connect: its capabilities and features. We discuss who Amazon Connect is for, how to get it and pay for it, and the pitfalls of "just turning it on". Alex has a great example of a customer that saw …
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Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you ca…
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EP1: Product Roadmap, CCaaS, and Box-Moving Business Model | Yeastar
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What will happen if 2 training professionals drink together off-work? Jason and Ramon reconvene to discuss and brainstorm ideas related to their experiences — the Summit, current challenges, and more insightful ideas about the VoIP business and UC solutions. So, kick back, grab a beer, and let's start a casual and free-flowing conversation! Highlig…
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EP0: UC&C Huddle: We Are on Podcast Now! | Yeastar
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In this pilot episode, we dive into the story behind starting the "UC&C Huddle" podcast. As the "official speakers" for Yeastar, the world’s leading UC solution provider, we've always wanted to have a special platform to share our ideas and engage in insightful conversations with individuals in the VoIP business. If you are curious about what goes …
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Amas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob I'm increasingly getting feedback from people who are not deep into the contact center, but a…
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Bob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement. CCaaS allows agents to use all of their…
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How to Seperate the Hype from Reality with Generative AI
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Amas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write k…
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Knowledge is the new oil, but do you know how to drill?
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Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike "So we have this issue. There are 1400 page PDFs running out there. How wou…
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Amas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story of the history, the real-time and the future." -Bob
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Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked to me, that's a lot of negativi…
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