PODCAST · technology
The Amazon Connect Podcast
by Douglas Park
Information and Insight into what's new, and why it matters, with Amazon Connect.
Episodes
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The Amazon Connect Podcast - Ep.26 - Connect's Got Talent with Ayesha, Vikram and Logan
Amazon Connect Talent is changing the hiring equation: instead of letting a resume knock candidates out before they ever speak to a recruiter, it gives frontline and high-volume applicants a real chance to be heard. Ayesha Borker, Vikram Modgil, and Logan Gaffney reveal how Amazon is turning its...
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The Amazon Connect Podcast - Ep.25 - Be the 5%! w/Hannah Bloking and Brian Dawson
https://aws.amazon.com/blogs/contact-center/be-the-5-what-we-learned-by-shipping-ai-at-scale/ Most AI projects fail for the same reason: teams start with the technology, not the business problem. Brian Dawson and Hannah Bloking reveal why the companies that actually ship to production do…
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The Amazon Connect Podcast - Ep.24 - The Latest with Elias Sayigh
Amazon Connect’s New Real-Time Tools for Smarter Contact Centers Amazon Connect is expanding how contact centers report, route work, and manage their teams. In this episode, Douglas and Elias Sayigh break down the latest updates and explain what they could mean for supervisors, administrators…
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The Amazon Connect Podcast - Ep.23 - How do we use customer feedback w/ Abhishek Pandey
https://aws.amazon.com/blogs/contact-center/failure-didnt-lose-your-customers-mediocrity-did/ https://aws.amazon.com/blogs/contact-center/deflection-is-dead-resolution-is-king/ Amazon Connect is shipping fast, but the real story is how customer feedback turns into the features you use next....
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The Amazon Connect Podcast - Ep.22 - Where have we/I been?
A small explanatory video before the onslaught of new content
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The Amazon Connect Podcast - Ep.21 - What have you just missed?
Deflection is Dead. Resolution is King. by Pasquale DeMaio https://aws.amazon.com/blogs/contact-center/deflection-is-dead-resolution-is-king/ Discover the latest breakthroughs in Amazon Connect that are transforming customer experiences and operational efficiency. This episode skips the fluff to...
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The Amazon Connect Podcast - Ep.20 - NLX! with Jim Kraeutler
Most organizations undervalue the true potential of conversational AI—until now. Jim Kraeutler, a product manager at Amazon Connect, exposes how innovative solutions like NLX are revolutionizing customer experiences by blending natural language understanding with deterministic precision. Discover...
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The Amazon Connect Podcast - Ep.19 - Amazon Connect Customer is here! with Iftach Bashan
In this episode, we explore the recent transformations in Amazon Connect, including its expansion into a family of solutions, the strategic acquisition of NLX, and the future of AI-driven customer experience. Our expert, Iftach Bashan, shares insights on how these innovations are shaping the...
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The Amazon Connect Podcast - Ep.18 - AI Forward Deployment with Ayesha Borker
Most companies are rushing headlong into AI without a clear strategy for delivering real business value — are you? In this episode of the Amazon Connect podcast, AI expert and AWS Solution Architect Ayesha Borker shares how forward deploy bridges the gap between cutting-edge AI technology and...
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The Amazon Connect Podcast - Ep.17 - Amazon Connect Health with Sunil Menon
Most companies struggle to bring AI-driven healthcare solutions to life — but Amazon Connect Health is changing the game. In this episode, Sunil Menon joins us to reveal how AWS is empowering healthcare providers with purpose-built AI agents that reduce appointment times, improve patient...
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The Amazon Connect Podcast - Ep.16 - How Are Customers Adopting AI w/ Connie Workman Watkins!
Join Douglas, Marc, and special guest Connie Workman Watkins as they explore the latest AWS Connect updates and strategic AI integrations. Discover how organizations can navigate rapid technological changes in contact centers while maintaining excellent customer experiences. This episode covers...
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The Amazon Connect Podcast - Ep.15 - Amazon.com Contact Centres! What can we learn from them?
Join Marc Rudkowski, Douglas Park and, special guest, Adrian Morgan as they delve into the world of Amazon Connect, exploring its unique features and how it revolutionizes contact centers. Discover insights from Adrian's tours of Amazon's contact centers and learn about the innovative,...
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The Amazon Connect Podcast - Ep.14 - All 30+ Features From re:Invent Explained!
In this episode of the Amazon Connect podcast, hosts Douglas Park and Marc Rudkowski discuss the significant updates announced at Reinvent 2025, focusing on ~30 new features that enhance AI capabilities, workforce efficiency, and customer engagement in contact centers. They reflect on the impact…
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The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!!
Join Marc, Doug and special guest Keith Ramsdell in the latest episode of the Amazon Connect Podcast! Explore the cutting-edge advancements in AI-driven contact centers, including Agentic Voice and dynamic language support. Keith shares his expertise on self-service automation and conversational...
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The Amazon Connect Podcast - Ep.12 - Pre:invent!
In this pre-re:Invent episode of the Amazon Connect podcast, hosts Douglas Park and Marc Rudkowski set the stage for the upcoming event by exploring the latest advancements in AI and customer experience. They discuss the significance of observability and explainability in generative AI, the…
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The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More
In Episode 13 of the Amazon Connect Podcast, hosts Marc Rudkowski, Douglas Park, and Clyde Logue explore the transformative power of Cases and Step-by-Step Guides in modern contact centers. Discover how these tools are reshaping customer interactions by providing seamless, guided experiences for...
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The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce
Join us for a special 10th episode of the Amazon Connect podcast, where it's Marc Rudkowski's time to shine! Dive into Marc's deep expertise as he shares insights from his recent experience at Dreamforce, discussing the exciting integration between Amazon Connect and Salesforce. Discover how this...
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The Amazon Connect Podcast - Ep 9 - Partners! Do you need one? Yes, you do!
In this episode of The Amazon Connect Podcast, hosts Marc Rudkowski and Douglas Park welcome Yasser El-Hagan, founder and CEO of Pronetx, to discuss the latest updates in Amazon Connect, the importance of partnerships in the contact center space, and the innovative solutions offered by Pronetx.…
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The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator
Join Marc, Doug and their very very very special guest, Nelson Martinez. Nelson is the embodiment of Customer Obssession. The team dive into the world of telecommunications in Episode 8 of "Telco!". This overlooked, and dare we say it "unsexy', topic is a ey differentiator for Amazon Connect. No...
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The Amazon Connect Podcast - Ep 7 - Applied AI in Customer Experience
Join hosts Marc and Doug in Episode 7 of The Amazon Connect Podcast, "Can I Believe It?", as they dive into the latest innovations in generative AI and its impact on the contact center industry. This episode features a special guest, Hannah Bloking, who, when not being a much more famous…
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The Amazon Connect Podcast - Ep 6 - How to begin your journey to the cloud!
Join Marc Rudkowski and Douglas Park as they dive into the world of Amazon Connect with special guest Jeremy Puent, Principal Specialised Solution Architect for Amazon Connect. Discover the latest innovations in contact center technology, explore the art of re-architecting for the cloud, and…
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The Amazon Connect Podcast - Ep 5 - Let's take a good look at the Agent Workspace!
In this episode, Marc and Doug welcome Sheila, a Principal Product Manager at AWS, to discuss the latest features and innovations in Amazon Connect. They explore the evolution of the Agent Workspace, the introduction of multi-user web and video calling, and the integration of third-party...
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The Amazon Connect Podcast - Ep 4 - We're going outbound!!!
Join us on the Amazon Connect podcast as we unlock the secrets of outbound campaign success with industry experts Anjan Mukherjee, Marc Rudkowski, and Douglas Park. Discover how cutting-edge features like multi-profile campaigns and AI-driven insights are transforming customer engagement. Whether...
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The Amazon Connect Podcast - Ep 3 - Let's Go Deep On QinConnect
In this episode of the Amazon Connect Podcast, hosts Marc Rudkowski and Douglas Park delve into the transformative role of AI in enhancing customer service. They discuss new feature releases and explore how AI technologies like QinConnect are revolutionizing contact centers by streamlining...
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The Amazon Connect Podcast - Ep 2 - Amazon Connect: Innovations and Insights
Exploring the Latest in Amazon Connect: Innovations and Insights Description: Join hosts Marc Rudkowski and Douglas Park as they dive into the latest updates in Amazon Connect. From enhanced flow designer UI features to proficiency-based routing, discover how these innovations are transforming...
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The Amazon Connect Podcast - Ep 1 - Let's Go!
The very first episode! Marc and Doug give an overview of why this podcast exists, what they hope to acheive and talk about some of the key differentiators for Amazon Connect.
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ABOUT THIS SHOW
Information and Insight into what's new, and why it matters, with Amazon Connect.
HOSTED BY
Douglas Park
CATEGORIES
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Frequently Asked Questions
How many episodes does The Amazon Connect Podcast have?
The Amazon Connect Podcast currently has 26 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is The Amazon Connect Podcast about?
Information and Insight into what's new, and why it matters, with Amazon Connect.
How often does The Amazon Connect Podcast release new episodes?
The Amazon Connect Podcast has 26 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to The Amazon Connect Podcast?
You can listen to The Amazon Connect Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts The Amazon Connect Podcast?
The Amazon Connect Podcast is created and hosted by Douglas Park.
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