ACP: The Amazon Connect Podcast
Episodes
36: Forecasting, Capacity Planning & Scheduling
02 Jun 2026
Contributed by Lukas
Send us Fan MailAmazon Connect Forecasting, Capacity Planning & Scheduling (FCS) Explained — Native WFM, Agent Self-Service, Data Lake & Not...
35: TACUG
19 May 2026
Contributed by Lukas
Send us Fan MailTom and Alex welcome John Ing, freelance Amazon Connect consultant and founder of the independent Amazon Connect user group, to discus...
34: Acquisitions & Renames
05 May 2026
Contributed by Lukas
Send us Fan MailIn an unplanned “emergency” episode of the Amazon Connect Podcast, host Tom Morgan, co-host Alex Baker, and AI agent co-host Aria ...
33: News and Events
21 Apr 2026
Contributed by Lukas
Send us Fan MailTom Morgan and Alex Baker catch up on recent Amazon Connect and contact center updates, including a blog post on the EU AI Act requiri...
32: We're Back... and AI Agents have changed everything
07 Apr 2026
Contributed by Lukas
Send us Fan MailTom Morgan and co-host Alex Baker return to the Amazon Connect Podcast after a break since re:Invent, explaining that rapid developmen...
31: AWS re:Invent 2025
04 Dec 2025
Contributed by Lukas
Send us a textAmazon Connect Feature Updates: re:Invent HighlightsIn this special episode of ACP during re:Invent Week, Tom and Alex dive into the lat...
Episode 30: Mobile Connect
03 Nov 2025
Contributed by Lukas
Send us a textIn this episode, Tom and Alex sit down with Ruben Opdenakker, Head of Product at Ideal Systems, to explore the mobile evolution of Amazo...
29: Proactive Engagement
05 Jun 2025
Contributed by Lukas
Send us a textJoin Tom and Alex in this episode of ACP as they discuss the latest in outbound campaigns and proactive engagement with Anjan Mukherjee,...
28: User Adoption
24 Feb 2025
Contributed by Lukas
Send us a textIn this episode, Tom and Alex return refreshed and ready to dive into everything Amazon Connect. They provide a detailed update on the l...
27: Automation
20 Jan 2025
Contributed by Lukas
Send us a textJoin Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discus...
26: Transformational Change
06 Jan 2025
Contributed by Lukas
Send us a textJoin us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change ...
25: Screen Recording
23 Dec 2024
Contributed by Lukas
Send us a textJoin us as we explore the screen recording feature of Amazon Connect in this deep dive episode. Hosts Tom and Alex discuss its origins, ...
24: AWS re:Invent 2024
09 Dec 2024
Contributed by Lukas
Send us a textJoin Tom and Alex as they delve into the latest announcements from AWS re:Invent 2024, focusing on Amazon Connect. This episode covers v...
23: Live in London from the Independent User Group for Amazon Connect
25 Nov 2024
Contributed by Lukas
Send us a textJoin hosts Tom Morgan and Alex Baker for a special live episode of the Amazon Connect Podcast, recorded at the second independent user g...
22: Emite
11 Nov 2024
Contributed by Lukas
Send us a textJoin hosts Alex and Tom as they dive into the future of customer experience (CX) with Jonathan from Emite. Discover Emite's innovat...
21: Mastering Amazon Connect Billing
28 Oct 2024
Contributed by Lukas
Send us a textJoin hosts Tom Morgan and Alex Baker on ACP, the Amazon Connect Podcast, for an in-depth exploration of Amazon Connect billing. This epi...
20: Simon Leyland, CEO CloudInteract
14 Oct 2024
Contributed by Lukas
Send us a textIn this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's car...
19: Omningage and Rocket CCaaS
30 Sep 2024
Contributed by Lukas
Send us a textIn this episode of ACP, hosts Tom and Alex are joined by special guest Ajmal Mahmood, Customer Experience Director at Omningage. Ajmal s...
18: Learning & Development
16 Sep 2024
Contributed by Lukas
Send us a textJoin us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amaz...
17: Performance monitoring and experience management with Operata
04 Sep 2024
Contributed by Lukas
Send us a textIn this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of ...
16: re:Invent is Coming
19 Aug 2024
Contributed by Lukas
Send us a textJoin Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and ...
15: Quality Monitoring
07 Aug 2024
Contributed by Lukas
Send us a textDeep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for...
14: Nopaque
22 Jul 2024
Contributed by Lukas
Send us a textIn this episode of ACP, we are joined by Phil Smith and Steve Mew from Nopaque. They dive deep into their journey through cloud computin...
13: AI in Amazon Connect
08 Jul 2024
Contributed by Lukas
Send us a textIn 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 ...
12: The Independent User Group for Amazon Connect Inaugural Meetup
24 Jun 2024
Contributed by Lukas
Send us a textIn this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the...
11: After Deployment with Corey Miller, AWS
10 Jun 2024
Contributed by Lukas
Send us a textIn this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspe...
10: Arie Hazekamp, Amazon Connect
27 May 2024
Contributed by Lukas
Send us a textThis week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona....
9: Project Management
13 May 2024
Contributed by Lukas
Send us a textIn this episode of the Amazon Connect Podcast (ACP), we talk to Saffron Archer and Veronica Larena, both delivery leads at CloudInteract...
8: Workforce Management & Optimization
29 Apr 2024
Contributed by Lukas
Send us a textIn this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engageme...
7: PCI Compliance
15 Apr 2024
Contributed by Lukas
Send us a textIn this episode of ACP we delve into the world of PCI compliance with our guest, Dmitri Muntean, managing director at SequenceShift. Dmi...
6: Enterprise Connect 2024
01 Apr 2024
Contributed by Lukas
Send us a textIn this special episode of ACP, we explore the latest announcements from Enterprise Connect as they relate to Amazon Connect. Discussing...
5: Planning your Amazon Connect deployment
18 Mar 2024
Contributed by Lukas
Send us a textIn this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the...
4: Amazon Connect in financial services
04 Mar 2024
Contributed by Lukas
Send us a textIn this episode we are joined by John Ing, Independent Cloud Contact Centre Consultant. John is an entrepreneurial and forward thinking ...
3: Audio and Video Communication Widgets
19 Feb 2024
Contributed by Lukas
Send us a textIn this episode Tom & Alex were joined by Bentley Paton - Platform Engineer at CloudInteract - to discuss some of the newest innovat...
2: CRM Integration
05 Feb 2024
Contributed by Lukas
Send us a textIn this week's episode, we discuss CRM integration, starting with what that actually means and why you might need or want it.We tal...
1: Introduction to Amazon Connect
18 Jan 2024
Contributed by Lukas
Send us a textWelcome to the first episode of the CloudInteract Connect Podcast! In this episode we introduce ourselves and cover the basics of Amazon...