Amazon Connect Infrastructure and Security, with Grace Kunjumon from AWS
How does Amazon Connect stay up and keep customer data safe? AWS Solutions Architect Grace Kunjumon covers resilience,…
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Contact Centre Corner EP5: CX Disasters and How to Fix Them
Long holds, bad automation and an unhelpful agent. Frank and Vanja pull apart a real CX horror story,…
Read MoreContact Centre Corner EP4: Lessons from AWS re:Invent
Frank and Vanja bring back the contact centre news from AWS re:Invent, and how Air Canada, Coinbase and…
Read MoreContact Centre Corner EP3: Agentic AI and Smarter Contact Centres
Agentic AI does more than answer questions. Frank and Vanja explain how it differs from a chatbot, and…
Read MoreContact Centre Corner EP2: AI Without the Risk
Want AI in your contact centre but not a long contract? Frank and Vanja explain how usage-based pricing…
Read MoreContact Centre Corner EP1: Cutting Contact Centre Costs with Amazon Connect
Paying for agent seats you do not use? Frank and Vanja explain why per-agent licensing costs more than…
Read MoreContact Centre Corner: Meet the Podcast
Two minutes on what Contact Centre Corner covers: AI and automation in customer service, cutting costs, and real…
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