ACP: The Amazon Connect Podcast

44 Episodes

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44: Hands On with Agentic CX Designer!

2026-09-2928:49

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...

43: Listening to some unedited AI Agent Calls...

2026-09-1546:08

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...

42: 911 Secure

2026-09-0132:29

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 ...

41: Mark Pritchard, Jabra

2026-08-1829:58

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...

40: New AI Voices and other news

2026-08-0431:20

Send 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, improved turn-taking and interruption handling, fewer gaps, and more control over speed, volume, emotion, and SSML-like markup (including optional laughter 😂). We play before/after demos in US English plus Australian and UK variants, noting increased natura...

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