The Amazon Connect Podcast Transistor (https://transistor.fm) https://feeds.transistor.fm/the-amazon-connect-podcast Information and Insight into what's new and why it matters, on Amazon Connect. Brought to you by Marc and Doug, who have been working with Amazon Connect since service launch. © 2026 Douglas Park, Marc Rudkowski 9889e1c5-fbe5-5472-9c01-df1bd59eff26 no en Tue, 14 Apr 2026 03:05:29 -0700 Tue, 14 Apr 2026 03:06:07 -0700 https://img.transistorcdn.com/KylMY9c2L-8hZmixpaHdg_maFrAJOtIQnj55PIl8gik/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS80OGNl/YjcwYWY2MTU0NTFj/YTg2NTkxZWQ3Mjli/NjgyYi5wbmc.jpg The Amazon Connect Podcast episodic Douglas Park, Marc Rudkowski Information and Insight into what's new and why it matters, on Amazon Connect. Brought to you by Marc and Doug, who have been working with Amazon Connect since service launch. Information and Insight into what's new and why it matters, on Amazon Connect. Amazon Connect, AWS, Contact Centre, Customer Experience Douglas Park parkdoug@amazon.com No No The Amazon Connect Podcast - Ep.18 - AI Forward Deployment with Ayesha Borker 18 18 The Amazon Connect Podcast - Ep.18 - AI Forward Deployment with Ayesha Borker full 2486c44b-01da-41a4-8690-3507481e56fe https://TheAmazonConnectPodcast.transistor.fm/18 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 practical, human-centric solutions. Discover why successful AI projects hinge on understanding humans, defining measurable outcomes, and embracing iteration at every step.
We break down the concept of forward deploy – how embedding engineers directly into customer environments accelerates AI adoption, reduces risk, and builds trust. You’ll learn why starting with the problem and focusing on business outcomes is key, rather than chasing the latest AI buzzwords. Aisha shares real-world insights into managing expectations, measuring success, and avoiding the trap of endless fine-tuning — questions like, "When is enough good enough to go live?" are explored in depth.
With discussions on critical topics like observability, defining scope in fast-changing AI landscapes, and balancing automation with human touch, this episode is essential for leaders, technologists, and contact center decision-makers aiming to leverage AI responsibly and effectively. You'll discover proven frameworks to test, validate, and improve AI in real time, avoiding costly mistakes and earning customer trust along the way.
Perfect for anyone grappling with AI implementation, this episode offers concrete strategies to accelerate your journey from concept to production while keeping humans front and center. Whether you’re just starting out or navigating complex deployment challenges, Aisha's practical advice will reshape how you view AI's role in your business.
Get ready to rethink your AI approach — it’s not just about faster tech, but smarter, human-first solutions that deliver real value. Don’t miss this deep dive into the future of contact centers and enterprise AI, where speed, agility, and human trust collide.

#contactcentre #ai #aiagents  #AmazonConnect #AWS

]]> 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 practical, human-centric solutions. Discover why successful AI projects hinge on understanding humans, defining measurable outcomes, and embracing iteration at every step.
We break down the concept of forward deploy – how embedding engineers directly into customer environments accelerates AI adoption, reduces risk, and builds trust. You’ll learn why starting with the problem and focusing on business outcomes is key, rather than chasing the latest AI buzzwords. Aisha shares real-world insights into managing expectations, measuring success, and avoiding the trap of endless fine-tuning — questions like, "When is enough good enough to go live?" are explored in depth.
With discussions on critical topics like observability, defining scope in fast-changing AI landscapes, and balancing automation with human touch, this episode is essential for leaders, technologists, and contact center decision-makers aiming to leverage AI responsibly and effectively. You'll discover proven frameworks to test, validate, and improve AI in real time, avoiding costly mistakes and earning customer trust along the way.
Perfect for anyone grappling with AI implementation, this episode offers concrete strategies to accelerate your journey from concept to production while keeping humans front and center. Whether you’re just starting out or navigating complex deployment challenges, Aisha's practical advice will reshape how you view AI's role in your business.
Get ready to rethink your AI approach — it’s not just about faster tech, but smarter, human-first solutions that deliver real value. Don’t miss this deep dive into the future of contact centers and enterprise AI, where speed, agility, and human trust collide.

#contactcentre #ai #aiagents  #AmazonConnect #AWS

]]> Tue, 14 Apr 2026 03:05:07 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2063 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 practical, human-centric solutions. Discover why successful AI projects hinge on understanding humans, defining measurable outcomes, and embracing iteration at every step.
We break down the concept of forward deploy – how embedding engineers directly into customer environments accelerates AI adoption, reduces risk, and builds trust. You’ll learn why starting with the problem and focusing on business outcomes is key, rather than chasing the latest AI buzzwords. Aisha shares real-world insights into managing expectations, measuring success, and avoiding the trap of endless fine-tuning — questions like, "When is enough good enough to go live?" are explored in depth.
With discussions on critical topics like observability, defining scope in fast-changing AI landscapes, and balancing automation with human touch, this episode is essential for leaders, technologists, and contact center decision-makers aiming to leverage AI responsibly and effectively. You'll discover proven frameworks to test, validate, and improve AI in real time, avoiding costly mistakes and earning customer trust along the way.
Perfect for anyone grappling with AI implementation, this episode offers concrete strategies to accelerate your journey from concept to production while keeping humans front and center. Whether you’re just starting out or navigating complex deployment challenges, Aisha's practical advice will reshape how you view AI's role in your business.
Get ready to rethink your AI approach — it’s not just about faster tech, but smarter, human-first solutions that deliver real value. Don’t miss this deep dive into the future of contact centers and enterprise AI, where speed, agility, and human trust collide.

#contactcentre #ai #aiagents  #AmazonConnect #AWS

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.17 - Amazon Connect Health with Sunil Menon 17 17 The Amazon Connect Podcast - Ep.17 - Amazon Connect Health with Sunil Menon full 1f6b9694-2d87-41e8-b67c-b772b6a1fd1e https://TheAmazonConnectPodcast.transistor.fm/17 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 engagement, and streamline clinical workflows—all while ensuring top-tier security and compliance.

Discover how Amazon Connect Health’s innovative ambient listening agents enable real-time insights during patient interactions, helping doctors make faster, more accurate decisions. We break down how AI-powered patient verification, autonomous coding, and point-of-care assistants are transforming health tech, reducing costs, and increasing staff efficiency across hospitals and clinics worldwide.

We explore real-world success stories from Australia, the US, and the UK, where hospitals are saving hours per doctor each week and cutting appointment scheduling times by over 60 seconds. Learn why healthcare organizations are now demanding scalable, compliant AI solutions that integrate seamlessly with existing EHR systems, and how Amazon is setting a new standard for patient-centered care through AI.

If you're a healthcare innovator, a health tech developer, or simply curious about the next frontier in AI-powered medicine, this episode is essential listening. Amazon Connect Health isn’t just a platform — it’s the future of smarter, faster, more compassionate healthcare.

Guest Sunil Menon is Head of Healthcare & Life Sciences at AWS, leading the development of AI solutions that are revolutionizing patient engagement and clinical workflows worldwide.

]]> 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 engagement, and streamline clinical workflows—all while ensuring top-tier security and compliance.

Discover how Amazon Connect Health’s innovative ambient listening agents enable real-time insights during patient interactions, helping doctors make faster, more accurate decisions. We break down how AI-powered patient verification, autonomous coding, and point-of-care assistants are transforming health tech, reducing costs, and increasing staff efficiency across hospitals and clinics worldwide.

We explore real-world success stories from Australia, the US, and the UK, where hospitals are saving hours per doctor each week and cutting appointment scheduling times by over 60 seconds. Learn why healthcare organizations are now demanding scalable, compliant AI solutions that integrate seamlessly with existing EHR systems, and how Amazon is setting a new standard for patient-centered care through AI.

If you're a healthcare innovator, a health tech developer, or simply curious about the next frontier in AI-powered medicine, this episode is essential listening. Amazon Connect Health isn’t just a platform — it’s the future of smarter, faster, more compassionate healthcare.

Guest Sunil Menon is Head of Healthcare & Life Sciences at AWS, leading the development of AI solutions that are revolutionizing patient engagement and clinical workflows worldwide.

]]> Thu, 02 Apr 2026 05:08:10 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2022 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 engagement, and streamline clinical workflows—all while ensuring top-tier security and compliance.

Discover how Amazon Connect Health’s innovative ambient listening agents enable real-time insights during patient interactions, helping doctors make faster, more accurate decisions. We break down how AI-powered patient verification, autonomous coding, and point-of-care assistants are transforming health tech, reducing costs, and increasing staff efficiency across hospitals and clinics worldwide.

We explore real-world success stories from Australia, the US, and the UK, where hospitals are saving hours per doctor each week and cutting appointment scheduling times by over 60 seconds. Learn why healthcare organizations are now demanding scalable, compliant AI solutions that integrate seamlessly with existing EHR systems, and how Amazon is setting a new standard for patient-centered care through AI.

If you're a healthcare innovator, a health tech developer, or simply curious about the next frontier in AI-powered medicine, this episode is essential listening. Amazon Connect Health isn’t just a platform — it’s the future of smarter, faster, more compassionate healthcare.

Guest Sunil Menon is Head of Healthcare & Life Sciences at AWS, leading the development of AI solutions that are revolutionizing patient engagement and clinical workflows worldwide.

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.16 - How Are Customers Adopting AI w/ Connie Workman Watkins! 16 16 The Amazon Connect Podcast - Ep.16 - How Are Customers Adopting AI w/ Connie Workman Watkins! full 0528c589-5a38-4dc4-ae57-08cca81454c9 https://TheAmazonConnectPodcast.transistor.fm/16 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 practical tips for embracing innovation, hyper-personalization, and the future of contact centers.

Key Topics:
AWS Connect's new audio enhancements and wait time estimates
Hyper-personalization and customer data utilization
AI's evolving role in automation and agent augmentation
Strategic organizational change and sustaining innovation
Timestamps:

00:00 - Podcast intro and the story behind the lost episode
03:42 - AWS Connect’s new audio enhancements for noisy environments
06:47 - Launch of wait time estimates to enhance customer experience
11:11 - Industry forecasts for contact center evolution and AI's role
22:09 - The criticality of change management and championing within teams
41:39 - The impact and perception of AWS Unlimited AI offerings

]]> 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 practical tips for embracing innovation, hyper-personalization, and the future of contact centers.

Key Topics:
AWS Connect's new audio enhancements and wait time estimates
Hyper-personalization and customer data utilization
AI's evolving role in automation and agent augmentation
Strategic organizational change and sustaining innovation
Timestamps:

00:00 - Podcast intro and the story behind the lost episode
03:42 - AWS Connect’s new audio enhancements for noisy environments
06:47 - Launch of wait time estimates to enhance customer experience
11:11 - Industry forecasts for contact center evolution and AI's role
22:09 - The criticality of change management and championing within teams
41:39 - The impact and perception of AWS Unlimited AI offerings

]]> Mon, 02 Mar 2026 23:37:23 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2806 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 practical tips for embracing innovation, hyper-personalization, and the future of contact centers.

Key Topics:
AWS Connect's new audio enhancements and wait time estimates
Hyper-personalization and customer data utilization
AI's evolving role in automation and agent augmentation
Strategic organizational change and sustaining innovation
Timestamps:

00:00 - Podcast intro and the story behind the lost episode
03:42 - AWS Connect’s new audio enhancements for noisy environments
06:47 - Launch of wait time estimates to enhance customer experience
11:11 - Industry forecasts for contact center evolution and AI's role
22:09 - The criticality of change management and championing within teams
41:39 - The impact and perception of AWS Unlimited AI offerings

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.15 - Amazon.com Contact Centres! What can we learn from them? 15 15 The Amazon Connect Podcast - Ep.15 - Amazon.com Contact Centres! What can we learn from them? full 32881211-ee2a-4f75-b381-d7639a272b7e https://TheAmazonConnectPodcast.transistor.fm/15 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, customer-centric approaches that set Amazon apart. From the Andon cord concept to AI and cloud solutions, this episode covers the evolution of Amazon Connect and its impact on global operations. Don't miss out on this deep dive into the future of customer experience!

]]> 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, customer-centric approaches that set Amazon apart. From the Andon cord concept to AI and cloud solutions, this episode covers the evolution of Amazon Connect and its impact on global operations. Don't miss out on this deep dive into the future of customer experience!

]]> Tue, 20 Jan 2026 20:10:29 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2235 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, customer-centric approaches that set Amazon apart. From the Andon cord concept to AI and cloud solutions, this episode covers the evolution of Amazon Connect and its impact on global operations. Don't miss out on this deep dive into the future of customer experience!

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.14 - All 30+ Features From re:Invent Explained! 14 14 The Amazon Connect Podcast - Ep.14 - All 30+ Features From re:Invent Explained! full 8e1f3d72-f17a-4a7d-a0eb-01181735807c https://TheAmazonConnectPodcast.transistor.fm/14 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 of these updates, including the introduction of AI agents that can collaborate and handle tasks autonomously, the ability to create custom AI agents tailored to specific business needs, and the integration of AI-powered healthcare solutions that comply with HIPAA regulations. The conversation highlights the importance of these innovations in transforming the contact center landscape and improving overall customer experiences. 

]]> 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 of these updates, including the introduction of AI agents that can collaborate and handle tasks autonomously, the ability to create custom AI agents tailored to specific business needs, and the integration of AI-powered healthcare solutions that comply with HIPAA regulations. The conversation highlights the importance of these innovations in transforming the contact center landscape and improving overall customer experiences. 

]]> Thu, 18 Dec 2025 19:04:36 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2298 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 of these updates, including the introduction of AI agents that can collaborate and handle tasks autonomously, the ability to create custom AI agents tailored to specific business needs, and the integration of AI-powered healthcare solutions that comply with HIPAA regulations. The conversation highlights the importance of these innovations in transforming the contact center landscape and improving overall customer experiences. 

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!! 13 13 The Amazon Connect Podcast - Ep.13 - re:invent! Flows!! ai Agents!!! full b09c16b1-46a1-4dd7-98ea-0dfdcdd147c7 https://TheAmazonConnectPodcast.transistor.fm/13 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 AI, offering a glimpse into the future of customer service. Don't miss this insightful discussion! #AmazonConnect #AI #CustomerExperience

]]> 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 AI, offering a glimpse into the future of customer service. Don't miss this insightful discussion! #AmazonConnect #AI #CustomerExperience

]]> Tue, 02 Dec 2025 17:29:49 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2438 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 AI, offering a glimpse into the future of customer service. Don't miss this insightful discussion! #AmazonConnect #AI #CustomerExperience

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep.12 - Pre:invent! 12 12 The Amazon Connect Podcast - Ep.12 - Pre:invent! full b98fd513-c37b-492b-a6f2-0b46b7323384 https://TheAmazonConnectPodcast.transistor.fm/12 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 impact of new features like contact lens summarization, and the evolving role of AI agents in customer service. Tune in to discover how these innovations are shaping the future of customer interactions and what it means for businesses gearing up for re: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 impact of new features like contact lens summarization, and the evolving role of AI agents in customer service. Tune in to discover how these innovations are shaping the future of customer interactions and what it means for businesses gearing up for re:Invent.

]]> Thu, 27 Nov 2025 19:41:41 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2309 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 impact of new features like contact lens summarization, and the evolving role of AI agents in customer service. Tune in to discover how these innovations are shaping the future of customer interactions and what it means for businesses gearing up for re:Invent.

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More 11 11 The Amazon Connect podcast - Ep 11 - Cases, Guides, Tasks and A Whole Lot More full 4e63f0f2-6093-4e5a-a4de-9a66cb262e0d https://TheAmazonConnectPodcast.transistor.fm/11 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 both agents and customers. Learn how to leverage these features to enhance self-service success and streamline complex workflows. Whether you're looking to optimize your contact center or just curious about the latest innovations, this episode offers valuable insights and practical advice. #AmazonConnect #CustomerService #Innovation

]]> 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 both agents and customers. Learn how to leverage these features to enhance self-service success and streamline complex workflows. Whether you're looking to optimize your contact center or just curious about the latest innovations, this episode offers valuable insights and practical advice. #AmazonConnect #CustomerService #Innovation

]]> Sun, 09 Nov 2025 02:18:04 -0800 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2181 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 both agents and customers. Learn how to leverage these features to enhance self-service success and streamline complex workflows. Whether you're looking to optimize your contact center or just curious about the latest innovations, this episode offers valuable insights and practical advice. #AmazonConnect #CustomerService #Innovation

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce 10 10 The Amazon Connect Podcast - Ep 10 - Marc Dreams About Salesforce full 19902310-1081-44c3-8d35-c75ad24501b0 https://TheAmazonConnectPodcast.transistor.fm/10 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 collaboration is transforming contact centers with innovative solutions and hear about Marc's journey from launching Amazon Connect to becoming a key player in the industry. Don't miss this milestone episode filled with expert knowledge and engaging stories. #AmazonConnect #Salesforce #Dreamforce #customerexperience #customerservice #contactcentre

]]> 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 collaboration is transforming contact centers with innovative solutions and hear about Marc's journey from launching Amazon Connect to becoming a key player in the industry. Don't miss this milestone episode filled with expert knowledge and engaging stories. #AmazonConnect #Salesforce #Dreamforce #customerexperience #customerservice #contactcentre

]]> Wed, 22 Oct 2025 02:10:37 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2022 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 collaboration is transforming contact centers with innovative solutions and hear about Marc's journey from launching Amazon Connect to becoming a key player in the industry. Don't miss this milestone episode filled with expert knowledge and engaging stories. #AmazonConnect #Salesforce #Dreamforce #customerexperience #customerservice #contactcentre

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 9 - Partners! Do you need one? Yes, you do! 9 9 The Amazon Connect Podcast - Ep 9 - Partners! Do you need one? Yes, you do! full 9b866fad-c37e-433b-8bcc-f4d58746421c https://TheAmazonConnectPodcast.transistor.fm/9 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. The conversation covers the integration of generative AI in email responses, the significance of managed services, and how Pronetx is redefining value in the CX landscape. Yasser shares insights on the rapid evolution of technology and the necessity for businesses to adapt and innovate continuously.
#amazonconnect #aws #customerexperience #cx

]]> 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. The conversation covers the integration of generative AI in email responses, the significance of managed services, and how Pronetx is redefining value in the CX landscape. Yasser shares insights on the rapid evolution of technology and the necessity for businesses to adapt and innovate continuously.
#amazonconnect #aws #customerexperience #cx

]]> Tue, 07 Oct 2025 23:14:26 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2007 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. The conversation covers the integration of generative AI in email responses, the significance of managed services, and how Pronetx is redefining value in the CX landscape. Yasser shares insights on the rapid evolution of technology and the necessity for businesses to adapt and innovate continuously.
#amazonconnect #aws #customerexperience #cx

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator 8 8 The Amazon Connect Podcast - Ep 8 - Telephony! Telco! Carrier! A key differentiator full 6b570fcc-3a70-49d0-b3b6-e3997696f245 https://TheAmazonConnectPodcast.transistor.fm/8 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 other platform, and no customer for themselves, can provide this level of reliability and redundancy. #TelcoTalk #CloudInnovation #AWS

]]> 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 other platform, and no customer for themselves, can provide this level of reliability and redundancy. #TelcoTalk #CloudInnovation #AWS

]]> Sat, 27 Sep 2025 09:00:00 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 1984 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 other platform, and no customer for themselves, can provide this level of reliability and redundancy. #TelcoTalk #CloudInnovation #AWS

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 7 - Applied AI in Customer Experience 7 7 The Amazon Connect Podcast - Ep 7 - Applied AI in Customer Experience full c3905d0e-a99d-484f-bbde-2394c7541523 https://TheAmazonConnectPodcast.transistor.fm/7 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 podcaster in her own right (https://podcasts.apple.com/au/podcast/imposter-talks/id1750537819 or wherever you like to get you pods!) is the Senior Manager of Applied AI for Amazon Connect. Hannah shares her prodigal return to the Amazon Connect family and insights into AI's transformative potential for customer experience. Discover how AI is reshaping customer experiences, the challenges of implementing AI at scale, and the importance of transparency and context in AI solutions. Don't miss this engaging discussion filled with expert insights and real-world examples. #AmazonConnect #GenerativeAI #CustomerExperience

]]> 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 podcaster in her own right (https://podcasts.apple.com/au/podcast/imposter-talks/id1750537819 or wherever you like to get you pods!) is the Senior Manager of Applied AI for Amazon Connect. Hannah shares her prodigal return to the Amazon Connect family and insights into AI's transformative potential for customer experience. Discover how AI is reshaping customer experiences, the challenges of implementing AI at scale, and the importance of transparency and context in AI solutions. Don't miss this engaging discussion filled with expert insights and real-world examples. #AmazonConnect #GenerativeAI #CustomerExperience

]]> Fri, 19 Sep 2025 16:45:00 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2360 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 podcaster in her own right (https://podcasts.apple.com/au/podcast/imposter-talks/id1750537819 or wherever you like to get you pods!) is the Senior Manager of Applied AI for Amazon Connect. Hannah shares her prodigal return to the Amazon Connect family and insights into AI's transformative potential for customer experience. Discover how AI is reshaping customer experiences, the challenges of implementing AI at scale, and the importance of transparency and context in AI solutions. Don't miss this engaging discussion filled with expert insights and real-world examples. #AmazonConnect #GenerativeAI #CustomerExperience

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 6 - How to begin your journey to the cloud! 6 6 The Amazon Connect Podcast - Ep 6 - How to begin your journey to the cloud! full ac8f0c05-ff82-44f4-8a8c-fde3720da24f https://TheAmazonConnectPodcast.transistor.fm/6 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 learn how consumption-based pricing is revolutionizing the industry. Whether you're a seasoned professional or new to the field, this episode is packed with insights and strategies to elevate your customer experience. Tune in for a thought-provoking discussion that challenges the status quo and inspires you to think bigger.

Amazon Connect Badges: https://aws.amazon.com/blogs/contact-center/elevate-your-amazon-connect-skills-with-specialty-training-badges/

]]> 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 learn how consumption-based pricing is revolutionizing the industry. Whether you're a seasoned professional or new to the field, this episode is packed with insights and strategies to elevate your customer experience. Tune in for a thought-provoking discussion that challenges the status quo and inspires you to think bigger.

Amazon Connect Badges: https://aws.amazon.com/blogs/contact-center/elevate-your-amazon-connect-skills-with-specialty-training-badges/

]]> Mon, 08 Sep 2025 23:29:59 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2123 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 learn how consumption-based pricing is revolutionizing the industry. Whether you're a seasoned professional or new to the field, this episode is packed with insights and strategies to elevate your customer experience. Tune in for a thought-provoking discussion that challenges the status quo and inspires you to think bigger.

Amazon Connect Badges: https://aws.amazon.com/blogs/contact-center/elevate-your-amazon-connect-skills-with-specialty-training-badges/

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 5 - Let's take a good look at the Agent Workspace! 5 5 The Amazon Connect Podcast - Ep 5 - Let's take a good look at the Agent Workspace! full d3ff9668-1b96-42ec-a1b1-09b88fea8d28 https://TheAmazonConnectPodcast.transistor.fm/5 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 applications. The conversation highlights the importance of AI in enhancing agent productivity and improving customer experiences. Sheila shares insights on how the Agent Workspace is designed to streamline operations and adapt to various customer needs, emphasizing the continuous innovation within Amazon Connect.

https://aws.amazon.com/blogs/contact-center/enhance-customer-engagement-with-amazon-connect-multi-user-in-app-web-and-video-calling/

]]> 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 applications. The conversation highlights the importance of AI in enhancing agent productivity and improving customer experiences. Sheila shares insights on how the Agent Workspace is designed to streamline operations and adapt to various customer needs, emphasizing the continuous innovation within Amazon Connect.

https://aws.amazon.com/blogs/contact-center/enhance-customer-engagement-with-amazon-connect-multi-user-in-app-web-and-video-calling/

]]> Wed, 27 Aug 2025 19:28:08 -0700 Douglas Park, Marc Rudkowski, Sheila Bushman Douglas Park, Marc Rudkowski, Sheila Bushman 1909 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 applications. The conversation highlights the importance of AI in enhancing agent productivity and improving customer experiences. Sheila shares insights on how the Agent Workspace is designed to streamline operations and adapt to various customer needs, emphasizing the continuous innovation within Amazon Connect.

https://aws.amazon.com/blogs/contact-center/enhance-customer-engagement-with-amazon-connect-multi-user-in-app-web-and-video-calling/

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 4 - We're going outbound!!! 4 4 The Amazon Connect Podcast - Ep 4 - We're going outbound!!! full 60c5be45-714a-47a7-874b-8e1c3394ee4f https://TheAmazonConnectPodcast.transistor.fm/4 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 you're aiming to boost conversions or slash churn rates, this episode is packed with actionable strategies to supercharge your outbound efforts. Tune in for a dynamic discussion that promises to elevate your customer interactions to new heights!

]]> 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 you're aiming to boost conversions or slash churn rates, this episode is packed with actionable strategies to supercharge your outbound efforts. Tune in for a dynamic discussion that promises to elevate your customer interactions to new heights!

]]> Fri, 15 Aug 2025 18:04:17 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 2000 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 you're aiming to boost conversions or slash churn rates, this episode is packed with actionable strategies to supercharge your outbound efforts. Tune in for a dynamic discussion that promises to elevate your customer interactions to new heights!

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No Marc Rudkowski The Amazon Connect Podcast - Ep 3 - Let's Go Deep On QinConnect 3 3 The Amazon Connect Podcast - Ep 3 - Let's Go Deep On QinConnect full 306c0aeb-0c24-4adb-934f-1aeb8d3568a6 https://TheAmazonConnectPodcast.transistor.fm/3 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 self-service and agent interactions. Discover how AI-driven solutions are reducing the need for human intervention, optimizing workflows, and providing personalized customer experiences. Tune in to learn how AI is not just a tool but a pivotal component in reshaping the future of customer service. #AWS #AmazonConnect #QinConnect #AI #TheAmazonConnectPodcast 

References: 

]]> 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 self-service and agent interactions. Discover how AI-driven solutions are reducing the need for human intervention, optimizing workflows, and providing personalized customer experiences. Tune in to learn how AI is not just a tool but a pivotal component in reshaping the future of customer service. #AWS #AmazonConnect #QinConnect #AI #TheAmazonConnectPodcast 

References: 

]]> Tue, 05 Aug 2025 22:02:00 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 1945 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 self-service and agent interactions. Discover how AI-driven solutions are reducing the need for human intervention, optimizing workflows, and providing personalized customer experiences. Tune in to learn how AI is not just a tool but a pivotal component in reshaping the future of customer service. #AWS #AmazonConnect #QinConnect #AI #TheAmazonConnectPodcast 

References: 

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 2 - Amazon Connect: Innovations and Insights 2 2 The Amazon Connect Podcast - Ep 2 - Amazon Connect: Innovations and Insights full fa89ddef-f0e7-4770-954d-cfec0e498811 https://TheAmazonConnectPodcast.transistor.fm/2
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 customer and agent experiences.


Highlights:
The strategic importance of flow designer UI enhancements Parallel AWS Lambda execution and its impact on contact flows Proficiency-based routing: A game-changer for contact centers The role of AI in modernizing customer service

Tune in to learn how these advancements can elevate your contact center operations!

Hashtags: #AmazonConnect #CustomerExperience #AI #ContactCenter

]]>
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 customer and agent experiences.


Highlights:
The strategic importance of flow designer UI enhancements Parallel AWS Lambda execution and its impact on contact flows Proficiency-based routing: A game-changer for contact centers The role of AI in modernizing customer service

Tune in to learn how these advancements can elevate your contact center operations!

Hashtags: #AmazonConnect #CustomerExperience #AI #ContactCenter

]]> Sun, 27 Jul 2025 18:41:08 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 1164
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 customer and agent experiences.


Highlights:
The strategic importance of flow designer UI enhancements Parallel AWS Lambda execution and its impact on contact flows Proficiency-based routing: A game-changer for contact centers The role of AI in modernizing customer service

Tune in to learn how these advancements can elevate your contact center operations!

Hashtags: #AmazonConnect #CustomerExperience #AI #ContactCenter

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No The Amazon Connect Podcast - Ep 1 - Let's Go! 1 1 The Amazon Connect Podcast - Ep 1 - Let's Go! full 90f2a69e-1921-4191-be6b-f05780255575 https://TheAmazonConnectPodcast.transistor.fm/1 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.

]]> 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.

]]> Fri, 27 Jun 2025 03:03:08 -0700 Douglas Park, Marc Rudkowski Douglas Park, Marc Rudkowski 1897 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.

]]> Amazon Connect, AWS, Contact Centre, Customer Experience No