{"version":"1.0.0","segments":[{"startTime":2.23,"endTime":6.06,"body":"Welcome to the Cloud Interact Connect"},{"startTime":2.23,"endTime":6.06,"body":"podcast, the show that focuses on"},{"startTime":6.12,"endTime":7.84,"body":"Amazon Connect and related technologies."},{"startTime":8.21,"endTime":11.24,"body":"I'm your host, Tom Morgan,"},{"startTime":8.21,"endTime":11.24,"body":"introducing episode one."},{"startTime":11.71,"endTime":15.73,"body":"And today I'm joined by my co host,"},{"startTime":11.71,"endTime":15.73,"body":"AWS Solution Architect and Contact"},{"startTime":15.73,"endTime":17.54,"body":"Center Consultant, Alex Baker."},{"startTime":18.22,"endTime":20.929,"body":"Find out more about Cloud Interact"},{"startTime":18.22,"endTime":20.929,"body":"by visiting us at cloudinteract."},{"startTime":22.16,"endTime":22.5,"body":"io."},{"startTime":35.5,"endTime":35.82,"body":"Hello."},{"startTime":36.28,"endTime":37.85,"body":"And welcome to our first episode."},{"startTime":38.41,"endTime":39.08,"body":"Welcome Alex,"},{"startTime":39.08,"endTime":39.99,"body":"it's good to see you."},{"startTime":39.99,"endTime":42.05,"body":"Hey Tom, good to see you"},{"startTime":39.99,"endTime":42.05,"body":"too, thanks for having me."},{"startTime":42.089,"endTime":42.37,"body":"Not"},{"startTime":42.589,"endTime":45.32,"body":"at all, it's funny, I was thinking"},{"startTime":42.589,"endTime":45.32,"body":"earlier, it's like, we've worked together"},{"startTime":45.32,"endTime":47.58,"body":"for just over a year, something like that."},{"startTime":47.99,"endTime":51.18,"body":"We live really close to each other,"},{"startTime":47.99,"endTime":51.18,"body":"and I hardly ever get to talk to you."},{"startTime":51.19,"endTime":53.689,"body":"So, this is quite cool, I'm looking"},{"startTime":51.19,"endTime":53.689,"body":"forward to this actually, a chance"},{"startTime":53.69,"endTime":55.14,"body":"to actually talk to you for a bit."},{"startTime":55.68,"endTime":61.4,"body":"Yeah, it's kind of like you said, we live"},{"startTime":55.68,"endTime":61.4,"body":"either side of Norwich, and We've sort"},{"startTime":61.4,"endTime":64.74,"body":"of met together on the train to London,"},{"startTime":61.4,"endTime":64.74,"body":"maybe a handful of times and that's it."},{"startTime":64.75,"endTime":67.829,"body":"So yeah, it would be good to do"},{"startTime":64.75,"endTime":67.829,"body":"this a bit more regularly and hang"},{"startTime":67.829,"endTime":68.0,"body":"out."},{"startTime":68.07,"endTime":68.69,"body":"Absolutely."},{"startTime":68.94,"endTime":69.7,"body":"So that should be really good."},{"startTime":69.71,"endTime":73.42,"body":"Now you're an expert on"},{"startTime":69.71,"endTime":73.42,"body":"Amazon Connect and I'm not."},{"startTime":73.43,"endTime":75.37,"body":"So I'm looking forward to"},{"startTime":73.43,"endTime":75.37,"body":"this discussion and this whole"},{"startTime":75.38,"endTime":77.12,"body":"series of podcasts, actually."},{"startTime":77.459,"endTime":78.9,"body":"Let's start right at the beginning."},{"startTime":78.95,"endTime":83.22,"body":"Just with a kind of positive history"},{"startTime":78.95,"endTime":83.22,"body":"about, about you and about your kind"},{"startTime":83.33,"endTime":85.62,"body":"of career history, history, if you"},{"startTime":83.33,"endTime":85.62,"body":"like, because you've been working on"},{"startTime":85.62,"endTime":86.95,"body":"Connect for quite some time now, right?"},{"startTime":87.795,"endTime":88.285,"body":"Yeah."},{"startTime":88.655,"endTime":92.255,"body":"So, well, a bit of further background"},{"startTime":88.655,"endTime":92.255,"body":"before we get into connect, but"},{"startTime":92.635,"endTime":96.595,"body":"I've been, I've been working in, in"},{"startTime":92.635,"endTime":96.595,"body":"telecoms kind of pretty much since"},{"startTime":96.974,"endTime":98.705,"body":"I started my professional career."},{"startTime":98.705,"endTime":103.355,"body":"So sort of, since I graduated, started"},{"startTime":98.705,"endTime":103.355,"body":"off working in, in small business"},{"startTime":103.365,"endTime":108.665,"body":"telecoms and you know, when it was sort"},{"startTime":103.365,"endTime":108.665,"body":"of actual phones and, and lines and"},{"startTime":108.935,"endTime":110.865,"body":"ISDN thirties and that kind of thing."},{"startTime":111.365,"endTime":111.965,"body":"I."},{"startTime":112.475,"endTime":117.695,"body":"I then got a job with a company called"},{"startTime":112.475,"endTime":117.695,"body":"Cable Wireless here in Norwich and they"},{"startTime":118.435,"endTime":122.684,"body":"eventually got swallowed up by Vodafone"},{"startTime":118.435,"endTime":122.684,"body":"but at the time they were, they were"},{"startTime":122.684,"endTime":125.945,"body":"doing some work for a big insurance"},{"startTime":122.684,"endTime":125.945,"body":"company based in this region, who I'm"},{"startTime":125.945,"endTime":128.075,"body":"sure you can probably guess who that is,"},{"startTime":128.125,"endTime":131.355,"body":"We're in the UK, this is Norwich,"},{"startTime":128.125,"endTime":131.355,"body":"Norwich in the UK, east of England"},{"startTime":131.655,"endTime":135.655,"body":"and yes, if you live here, there is"},{"startTime":131.655,"endTime":135.655,"body":"one very large provider of employment,"},{"startTime":136.055,"endTime":137.565,"body":"which everybody cycles through at some"},{"startTime":137.565,"endTime":137.845,"body":"point."},{"startTime":137.975,"endTime":141.685,"body":"You've either worked for them Or,"},{"startTime":137.975,"endTime":141.685,"body":"you know, somebody who's worked for"},{"startTime":141.685,"endTime":144.145,"body":"them or you've sort of worked for"},{"startTime":141.685,"endTime":144.145,"body":"a company that serves them yeah."},{"startTime":144.145,"endTime":149.335,"body":"So that, that got me into, I guess"},{"startTime":144.145,"endTime":149.335,"body":"the, the enterprise space I was"},{"startTime":149.335,"endTime":150.875,"body":"working on Cisco at the time."},{"startTime":151.245,"endTime":154.885,"body":"And again, it was sort of actual"},{"startTime":151.245,"endTime":154.885,"body":"phones back in the day of sort of Cisco"},{"startTime":154.935,"endTime":156.735,"body":"79 forties and that kind of thing."},{"startTime":157.185,"endTime":160.975,"body":"And it was then that I really got into"},{"startTime":157.185,"endTime":160.975,"body":"the, the contact center side of things."},{"startTime":162.165,"endTime":166.075,"body":"I had previously done mainly office"},{"startTime":162.165,"endTime":166.075,"body":"or back office type telephony."},{"startTime":167.415,"endTime":172.675,"body":"Got into the, the contact center side"},{"startTime":167.415,"endTime":172.675,"body":"and that Cisco so ICM call routing, if"},{"startTime":172.675,"endTime":177.225,"body":"anyone knows it, it's sort of dragging"},{"startTime":172.675,"endTime":177.225,"body":"blue boxes around on a pallet to, to build"},{"startTime":177.225,"endTime":182.475,"body":"up your, your call flows and yeah, did"},{"startTime":177.225,"endTime":182.475,"body":"quite a bit on Cisco for, for a few years"},{"startTime":182.475,"endTime":187.555,"body":"and some of the periphery technologies"},{"startTime":182.475,"endTime":187.555,"body":"like variant call recording which sort"},{"startTime":187.555,"endTime":191.795,"body":"of brought me through cable and wireless"},{"startTime":187.555,"endTime":191.795,"body":"Vodafone I then joined a company called"},{"startTime":191.825,"endTime":198.9,"body":"KCOM and it was at KCOM that I, Dabbled"},{"startTime":191.825,"endTime":198.9,"body":"with, with AWS cloud and Amazon connect."},{"startTime":199.28,"endTime":203.3,"body":"So in 2017, Amazon"},{"startTime":199.28,"endTime":203.3,"body":"released Amazon connect."},{"startTime":203.68,"endTime":207.89,"body":"At the time I remember thinking,"},{"startTime":203.68,"endTime":207.89,"body":"and certainly some of my colleagues"},{"startTime":207.93,"endTime":211.52,"body":"were thinking, oh, there's no way"},{"startTime":207.93,"endTime":211.52,"body":"they'll ever make anything of this."},{"startTime":211.77,"endTime":214.32,"body":"What do Amazon know"},{"startTime":211.77,"endTime":214.32,"body":"about, about call centers?"},{"startTime":214.32,"endTime":215.42,"body":"And it was."},{"startTime":215.88,"endTime":218.71,"body":"It seemed like a real disruptor"},{"startTime":215.88,"endTime":218.71,"body":"at the time because it was doing"},{"startTime":218.72,"endTime":222.36,"body":"things like the, the consumption"},{"startTime":218.72,"endTime":222.36,"body":"based billing model that we will"},{"startTime":222.36,"endTime":223.95,"body":"probably talk about a bit later on."},{"startTime":224.34,"endTime":230.04,"body":"And it was just a different way to engage"},{"startTime":224.34,"endTime":230.04,"body":"and source a contact center, I guess."},{"startTime":230.37,"endTime":231.84,"body":"And I, I kind of."},{"startTime":232.81,"endTime":236.12,"body":"Got presented with the opportunity"},{"startTime":232.81,"endTime":236.12,"body":"to go and take a look at it for KCOM."},{"startTime":236.55,"endTime":242.1,"body":"And yeah, really, really liked not only"},{"startTime":236.55,"endTime":242.1,"body":"Amazon connect and what it seemed to"},{"startTime":242.11,"endTime":244.97,"body":"offer, but also the wider AWS ecosystem."},{"startTime":245.39,"endTime":250.75,"body":"I think one of the things that I really"},{"startTime":245.39,"endTime":250.75,"body":"loved about it and yeah, sort of main"},{"startTime":250.76,"endTime":257.69,"body":"draw was in Cisco world, if you wanted to"},{"startTime":250.76,"endTime":257.69,"body":"have a contact center, it was a pretty."},{"startTime":258.73,"endTime":260.23,"body":"Really high barrier to entry."},{"startTime":260.56,"endTime":265.43,"body":"So you were talking multiple, probably"},{"startTime":260.56,"endTime":265.43,"body":"tens or hundreds of thousands to set"},{"startTime":265.52,"endTime":269.28,"body":"up actual physical equipment and have"},{"startTime":265.52,"endTime":269.28,"body":"data centers and that kind of thing."},{"startTime":269.28,"endTime":274.09,"body":"And phone lines, whereas with connect, I"},{"startTime":269.28,"endTime":274.09,"body":"love the fact that you can just sign up"},{"startTime":274.09,"endTime":276.19,"body":"for an AWS account with your credit card."},{"startTime":276.48,"endTime":281.4,"body":"And you can get in there and just start,"},{"startTime":276.48,"endTime":281.4,"body":"you know, making calls within 10 minutes"},{"startTime":281.4,"endTime":282.0,"body":"effectively."},{"startTime":282.1,"endTime":284.7,"body":"Yeah, I can see like that, that"},{"startTime":282.1,"endTime":284.7,"body":"must have been the disruptor, right?"},{"startTime":284.7,"endTime":285.28,"body":"That consumption."},{"startTime":285.42,"endTime":289.82,"body":"And it's, it always seems strange to me"},{"startTime":285.42,"endTime":289.82,"body":"because you've got Amazon Connect, but"},{"startTime":289.82,"endTime":293.16,"body":"it's sort of living inside or adjacent to."},{"startTime":293.485,"endTime":297.505,"body":"AWS and I always think of AWS as"},{"startTime":293.485,"endTime":297.505,"body":"like a, a developer toolbox, right?"},{"startTime":297.505,"endTime":299.785,"body":"It's a, it's a set of"},{"startTime":297.505,"endTime":299.785,"body":"capabilities developers use."},{"startTime":299.785,"endTime":302.605,"body":"It's very, you know, but,"},{"startTime":299.785,"endTime":302.605,"body":"but connect is a product."},{"startTime":302.605,"endTime":304.075,"body":"Like connect is a, a thing."},{"startTime":304.075,"endTime":307.765,"body":"You don't need to be a developer to,"},{"startTime":304.075,"endTime":307.765,"body":"to enjoy and, and to get going with."},{"startTime":308.005,"endTime":310.585,"body":"And yes, there's lots of things you can"},{"startTime":308.005,"endTime":310.585,"body":"do as a developer and we are definitely"},{"startTime":310.585,"endTime":311.605,"body":"gonna talk about those in the future."},{"startTime":311.605,"endTime":316.335,"body":"But it always seemed interesting that"},{"startTime":311.605,"endTime":316.335,"body":"you've got this almost entire product"},{"startTime":316.335,"endTime":319.965,"body":"that in anyone, in any other landscape"},{"startTime":316.335,"endTime":319.965,"body":"would be an entire company by themselves."},{"startTime":320.345,"endTime":324.535,"body":"But Amazon is so big, it's just"},{"startTime":320.345,"endTime":324.535,"body":"like, it's one part of AWS and,"},{"startTime":324.685,"endTime":328.255,"body":"and I guess they've inherited the"},{"startTime":324.685,"endTime":328.255,"body":"consumption billing of AWS in that,"},{"startTime":329.415,"endTime":330.645,"body":"which is interesting."},{"startTime":330.875,"endTime":331.735,"body":"Yeah, definitely."},{"startTime":331.775,"endTime":337.595,"body":"And I think that that, that single"},{"startTime":331.775,"endTime":337.595,"body":"thing was, was a massive disruptor"},{"startTime":337.595,"endTime":340.835,"body":"and sort of continues to be and"},{"startTime":337.595,"endTime":340.835,"body":"yeah, I get what you're saying about"},{"startTime":340.835,"endTime":342.585,"body":"that, the whole ecosystem around it."},{"startTime":342.815,"endTime":347.135,"body":"I think one of the points we'll probably"},{"startTime":342.815,"endTime":347.135,"body":"come on to is, you know, how, how"},{"startTime":347.135,"endTime":351.545,"body":"easy it is for somebody that doesn't"},{"startTime":347.135,"endTime":351.545,"body":"know much about contact centers or"},{"startTime":351.545,"endTime":357.305,"body":"cloud to come and set up a connect"},{"startTime":351.545,"endTime":357.305,"body":"instance, the answer is, is pretty easy."},{"startTime":357.495,"endTime":362.595,"body":"I think it's where you, you sort of"},{"startTime":357.495,"endTime":362.595,"body":"go up that learning curve and you"},{"startTime":362.635,"endTime":366.235,"body":"want to do other things with it and"},{"startTime":362.635,"endTime":366.235,"body":"start to integrate the other services."},{"startTime":366.595,"endTime":367.505,"body":"That's where it's."},{"startTime":368.35,"endTime":372.48,"body":"Probably you want to start talking"},{"startTime":368.35,"endTime":372.48,"body":"to a company like Cloud Interact."},{"startTime":372.73,"endTime":377.06,"body":"We've been there and done it before"},{"startTime":372.73,"endTime":377.06,"body":"and, and, you know, spent a lot of"},{"startTime":377.07,"endTime":380.59,"body":"time scratching our heads over the"},{"startTime":377.07,"endTime":380.59,"body":"problems of integrating the services."},{"startTime":380.86,"endTime":385.4,"body":"But yeah, to Amazon, I think always"},{"startTime":380.86,"endTime":385.4,"body":"claimed that you could spin up a"},{"startTime":385.4,"endTime":389.15,"body":"contact center in a matter of minutes"},{"startTime":385.4,"endTime":389.15,"body":"and be delivering calls to agents."},{"startTime":389.15,"endTime":391.03,"body":"And that fundamentally is true."},{"startTime":391.09,"endTime":391.71,"body":"And it's great."},{"startTime":391.75,"endTime":392.23,"body":"I love that"},{"startTime":392.24,"endTime":392.63,"body":"about Cloud."},{"startTime":392.69,"endTime":392.96,"body":"Absolutely."},{"startTime":393.33,"endTime":396.14,"body":"And talk about good timing,"},{"startTime":393.33,"endTime":396.14,"body":"you know, launching in 2017."},{"startTime":396.29,"endTime":400.61,"body":"A couple of years to do a couple"},{"startTime":396.29,"endTime":400.61,"body":"of versions, 2019, we got hit 2020."},{"startTime":400.63,"endTime":402.27,"body":"They were in such a good place there."},{"startTime":402.56,"endTime":405.4,"body":"I would imagine for, you know,"},{"startTime":402.56,"endTime":405.4,"body":"people who suddenly found themselves"},{"startTime":405.4,"endTime":408.4,"body":"needing not just contact center,"},{"startTime":405.4,"endTime":408.4,"body":"but scale very quickly as well."},{"startTime":408.77,"endTime":409.5,"body":"Yeah, definitely."},{"startTime":409.5,"endTime":414.98,"body":"And I think, like you say, when the"},{"startTime":409.5,"endTime":414.98,"body":"pandemic came around there was probably"},{"startTime":414.99,"endTime":420.45,"body":"a big rush towards connect and services"},{"startTime":414.99,"endTime":420.45,"body":"like it, where people were really."},{"startTime":421.11,"endTime":425.06,"body":"Forced into that, that total"},{"startTime":421.11,"endTime":425.06,"body":"change of, of working methodology."},{"startTime":425.06,"endTime":429.8,"body":"So working from home, it was,"},{"startTime":425.06,"endTime":429.8,"body":"it was always that call centers"},{"startTime":429.8,"endTime":433.38,"body":"were probably quite low down on"},{"startTime":429.8,"endTime":433.38,"body":"the list of areas that you might"},{"startTime":433.38,"endTime":434.95,"body":"think might be fully home working."},{"startTime":435.46,"endTime":438.37,"body":"But yeah, as we know that the"},{"startTime":435.46,"endTime":438.37,"body":"pandemic just, just changed that."},{"startTime":438.6,"endTime":442.07,"body":"Certainly where I was at the"},{"startTime":438.6,"endTime":442.07,"body":"time, we, we helped out a couple"},{"startTime":442.07,"endTime":443.63,"body":"of companies with spinning up."},{"startTime":444.09,"endTime":447.615,"body":"Real quick solutions for, for"},{"startTime":444.09,"endTime":447.615,"body":"for, for the, the pandemic."},{"startTime":447.62,"endTime":447.83,"body":"Mm-Hmm."},{"startTime":447.91,"endTime":448.19,"body":". Mm-Hmm."},{"startTime":448.375,"endTime":452.575,"body":". And I do think it, it must have"},{"startTime":448.375,"endTime":452.575,"body":"sort of, I increased that growth"},{"startTime":452.58,"endTime":454.255,"body":"and, and that migration to connect."},{"startTime":454.405,"endTime":459.355,"body":"Yeah, definitely it is there, is"},{"startTime":454.405,"endTime":459.355,"body":"there a particular type of customer"},{"startTime":459.355,"endTime":460.825,"body":"that works well with Connect?"},{"startTime":460.825,"endTime":462.925,"body":"Like is there a vertical or"},{"startTime":460.825,"endTime":462.925,"body":"is it just across the board?"},{"startTime":462.955,"endTime":465.685,"body":"Is it good, you know, big"},{"startTime":462.955,"endTime":465.685,"body":"companies, small companies?"},{"startTime":465.685,"endTime":468.625,"body":"Like what's the, what's the fit, you know,"},{"startTime":468.625,"endTime":469.285,"body":"for Connect?"},{"startTime":470.57,"endTime":475.27,"body":"I don't know that there's a"},{"startTime":470.57,"endTime":475.27,"body":"particular sort of size of company"},{"startTime":475.27,"endTime":477.91,"body":"that it necessarily suits best."},{"startTime":478.24,"endTime":482.62,"body":"The great thing about it is because it"},{"startTime":478.24,"endTime":482.62,"body":"is, you've got that consumption based"},{"startTime":482.62,"endTime":488.26,"body":"model and it's massively flexible and"},{"startTime":482.62,"endTime":488.26,"body":"scalable being built in, in AWS's cloud."},{"startTime":488.8,"endTime":493.41,"body":"If you're a company of, of, you know,"},{"startTime":488.8,"endTime":493.41,"body":"10 people, you can easily go and switch"},{"startTime":493.42,"endTime":495.45,"body":"it on and you can use it without."},{"startTime":496.08,"endTime":500.04,"body":"Having those, I mentioned, you know,"},{"startTime":496.08,"endTime":500.04,"body":"standing up a Cisco call center, for"},{"startTime":500.04,"endTime":504.77,"body":"example, there's none of those frightening"},{"startTime":500.04,"endTime":504.77,"body":"set up costs to start with, so it does"},{"startTime":504.77,"endTime":509.1,"body":"work for the really small businesses"},{"startTime":504.77,"endTime":509.1,"body":"equally, we know, you know, we've got some"},{"startTime":509.15,"endTime":511.46,"body":"customers with many thousands of users."},{"startTime":511.93,"endTime":515.7,"body":"And some of us in the, in the"},{"startTime":511.93,"endTime":515.7,"body":"company of have worked with the"},{"startTime":515.7,"endTime":518.68,"body":"very biggest connect users, you"},{"startTime":515.7,"endTime":518.68,"body":"know, tens of thousands of users."},{"startTime":518.68,"endTime":524.26,"body":"So it's size wise, it's totally"},{"startTime":518.68,"endTime":524.26,"body":"scalable for everyone and"},{"startTime":524.45,"endTime":525.39,"body":"in terms of capability."},{"startTime":525.39,"endTime":526.83,"body":"So what, what do you get?"},{"startTime":526.84,"endTime":528.83,"body":"So we know it's a contact"},{"startTime":526.84,"endTime":528.83,"body":"center, but like, what does that?"},{"startTime":529.41,"endTime":530.1,"body":"What does that mean?"},{"startTime":530.1,"endTime":530.71,"body":"So what do you get?"},{"startTime":530.73,"endTime":533.58,"body":"I'm, I'm aware that you, you"},{"startTime":530.73,"endTime":533.58,"body":"have things like queues and you"},{"startTime":533.58,"endTime":534.97,"body":"have this concept of agents."},{"startTime":534.99,"endTime":538.63,"body":"So you can have people being"},{"startTime":534.99,"endTime":538.63,"body":"agents and you have cool queues."},{"startTime":539.12,"endTime":541.75,"body":"What, how does the telephony work?"},{"startTime":541.75,"endTime":545.41,"body":"Presumably massive assumption that"},{"startTime":541.75,"endTime":545.41,"body":"we should come back and visit."},{"startTime":545.41,"endTime":548.59,"body":"But like when you're spinning up"},{"startTime":545.41,"endTime":548.59,"body":"a contact center, the inferences"},{"startTime":548.59,"endTime":549.91,"body":"you want people to phone in."},{"startTime":550.36,"endTime":552.18,"body":"So Phone stuff."},{"startTime":552.18,"endTime":553.63,"body":"Is that provided by connect?"},{"startTime":553.65,"endTime":556.49,"body":"Can you bring your own, like"},{"startTime":553.65,"endTime":556.49,"body":"what's the, how does that work?"},{"startTime":556.66,"endTime":559.99,"body":"Yeah, it's, it's all within"},{"startTime":556.66,"endTime":559.99,"body":"the Amazon connect console."},{"startTime":560.05,"endTime":564.13,"body":"You can go in there and claim"},{"startTime":560.05,"endTime":564.13,"body":"a phone number for yourself."},{"startTime":564.535,"endTime":568.435,"body":"There are various different countries"},{"startTime":564.535,"endTime":568.435,"body":"that have available phone numbers"},{"startTime":568.485,"endTime":571.615,"body":"depending on the, the region that"},{"startTime":568.485,"endTime":571.615,"body":"you build your connect instance,"},{"startTime":572.045,"endTime":576.015,"body":"but yes, it's a very easy process to"},{"startTime":572.045,"endTime":576.015,"body":"go and claim phone number and it's"},{"startTime":576.015,"endTime":580.285,"body":"all you, it's all in the dashboard, like"},{"startTime":576.015,"endTime":580.285,"body":"you don't need to know very much about how"},{"startTime":580.285,"endTime":581.805,"body":"phone systems work or anything like that."},{"startTime":581.805,"endTime":582.375,"body":"Yeah, exactly."},{"startTime":582.375,"endTime":582.695,"body":"Yeah."},{"startTime":583.105,"endTime":585.035,"body":"And that's, that's a really nice things."},{"startTime":585.085,"endTime":585.945,"body":"You haven't got to go."},{"startTime":586.635,"endTime":591.105,"body":"And you mentioned sort of bring your"},{"startTime":586.635,"endTime":591.105,"body":"own telephony I mean, so that that isn't"},{"startTime":591.105,"endTime":595.535,"body":"currently supported and in some ways that"},{"startTime":591.105,"endTime":595.535,"body":"would be a nice addition, but yeah, in"},{"startTime":595.535,"endTime":597.625,"body":"terms of the ease of use, it's great."},{"startTime":597.635,"endTime":599.205,"body":"You can just go in claim a number."},{"startTime":599.205,"endTime":602.205,"body":"No need to deal with sort of"},{"startTime":599.205,"endTime":602.205,"body":"carriers or anything like that."},{"startTime":602.215,"endTime":604.135,"body":"It's there and in the console."},{"startTime":604.925,"endTime":605.185,"body":"Got it."},{"startTime":605.225,"endTime":608.455,"body":"And we mentioned it being"},{"startTime":605.225,"endTime":608.455,"body":"a consumption model."},{"startTime":608.765,"endTime":611.245,"body":"How, how we like literally,"},{"startTime":608.765,"endTime":611.245,"body":"how does that work?"},{"startTime":611.245,"endTime":614.145,"body":"Is it the number of calls you make"},{"startTime":611.245,"endTime":614.145,"body":"or the number of minutes you make?"},{"startTime":614.155,"endTime":615.055,"body":"That's what you get billed."},{"startTime":615.075,"endTime":619.095,"body":"There's some costs and how do you,"},{"startTime":615.075,"endTime":619.095,"body":"do you pay for it through AWS?"},{"startTime":619.545,"endTime":619.985,"body":"Yeah."},{"startTime":620.285,"endTime":624.785,"body":"You can set up an AWS account, as"},{"startTime":620.285,"endTime":624.785,"body":"I said, as a, as an individual with"},{"startTime":624.785,"endTime":628.985,"body":"a credit card, if you want to in"},{"startTime":624.785,"endTime":628.985,"body":"terms of the, the connect billing."},{"startTime":629.875,"endTime":636.835,"body":"It is, I guess, somewhat complicated,"},{"startTime":629.875,"endTime":636.835,"body":"and that's the kind of thing that we go"},{"startTime":636.835,"endTime":641.325,"body":"through in great detail with our customers"},{"startTime":636.835,"endTime":641.325,"body":"to make sure that they get a good"},{"startTime":641.685,"endTime":643.645,"body":"understanding of what they will be billed."},{"startTime":644.035,"endTime":648.635,"body":"But basically, you're paying an"},{"startTime":644.035,"endTime":648.635,"body":"amount per minute of Amazon Connect"},{"startTime":648.635,"endTime":650.555,"body":"usage, which is, I think, around 1."},{"startTime":650.555,"endTime":652.755,"body":"8 cents per minute still."},{"startTime":653.465,"endTime":657.885,"body":"So you pay that for Any call that comes"},{"startTime":653.465,"endTime":657.885,"body":"into the system, as soon as the call"},{"startTime":657.905,"endTime":659.935,"body":"connects, you start incurring that cost."},{"startTime":660.325,"endTime":664.075,"body":"You then have telephony charges, so"},{"startTime":660.325,"endTime":664.075,"body":"as as you can appreciate, there's"},{"startTime":664.435,"endTime":668.265,"body":"different charges and for, for"},{"startTime":664.435,"endTime":668.265,"body":"different locations and everything."},{"startTime":668.585,"endTime":673.085,"body":"So you, you, you may pay more for a"},{"startTime":668.585,"endTime":673.085,"body":"number, number in, you know, Afghanistan"},{"startTime":673.085,"endTime":674.805,"body":"compared to a UK phone number."},{"startTime":674.825,"endTime":677.415,"body":"So you've got those those"},{"startTime":674.825,"endTime":677.415,"body":"variables to take into account."},{"startTime":678.225,"endTime":680.865,"body":"And then there's potentially"},{"startTime":678.225,"endTime":680.865,"body":"other things like your."},{"startTime":681.205,"endTime":684.845,"body":"Your storage costs for things like"},{"startTime":681.205,"endTime":684.845,"body":"your, your call recordings, if you"},{"startTime":684.845,"endTime":690.195,"body":"want to integrate with other things"},{"startTime":684.845,"endTime":690.195,"body":"you might invoke pieces of code and"},{"startTime":690.195,"endTime":693.675,"body":"you, you're charged tiny fractions"},{"startTime":690.195,"endTime":693.675,"body":"of a cent for those code invocations."},{"startTime":694.325,"endTime":697.635,"body":"So, yeah, it's like I say, it's"},{"startTime":694.325,"endTime":697.635,"body":"not entirely straightforward."},{"startTime":697.645,"endTime":700.585,"body":"It can get a bit complicated,"},{"startTime":697.645,"endTime":700.585,"body":"but the nice thing is if"},{"startTime":700.585,"endTime":702.075,"body":"you're not using it, you're not"},{"startTime":702.115,"endTime":702.775,"body":"spending money."},{"startTime":702.825,"endTime":703.435,"body":"Absolutely."},{"startTime":703.865,"endTime":706.805,"body":"I can just knowing like having dealt with."},{"startTime":707.14,"endTime":710.66,"body":"Bigger enterprises in the past, like"},{"startTime":707.14,"endTime":710.66,"body":"they like to know how much something"},{"startTime":710.66,"endTime":714.75,"body":"is going to cost up front and I can see"},{"startTime":710.66,"endTime":714.75,"body":"how that would be hard, but likewise,"},{"startTime":714.8,"endTime":717.87,"body":"like if you're a company that has"},{"startTime":714.8,"endTime":717.87,"body":"massive spikes at Christmas or, you"},{"startTime":717.87,"endTime":721.99,"body":"know, whenever, like, absolutely, you"},{"startTime":717.87,"endTime":721.99,"body":"can see how this is so useful that"},{"startTime":721.99,"endTime":723.36,"body":"kind of consumption based billing."},{"startTime":723.36,"endTime":724.495,"body":"Yeah,"},{"startTime":724.495,"endTime":729.21,"body":"and we had a nice example"},{"startTime":724.495,"endTime":729.21,"body":"this week, actually."},{"startTime":729.21,"endTime":734.34,"body":"So just doing some work for one of"},{"startTime":729.21,"endTime":734.34,"body":"our big customers and they've been."},{"startTime":735.475,"endTime":737.855,"body":"Since April, May time."},{"startTime":738.215,"endTime":740.375,"body":"So they've, they've got quite"},{"startTime":738.215,"endTime":740.375,"body":"a bit of usage through it."},{"startTime":740.695,"endTime":745.175,"body":"In AWS, you can look in the, in the"},{"startTime":740.695,"endTime":745.175,"body":"dashboard, there's a sort of cost"},{"startTime":745.175,"endTime":748.595,"body":"Explorer, which will show you graphs"},{"startTime":745.175,"endTime":748.595,"body":"of what you're spending every month."},{"startTime":749.105,"endTime":753.22,"body":"And the use case that you mentioned"},{"startTime":749.105,"endTime":753.22,"body":"where you've got those sort of peaks"},{"startTime":753.22,"endTime":759.405,"body":"and troughs in, in usage in, in contact"},{"startTime":753.22,"endTime":759.405,"body":"center demand, that was particularly."},{"startTime":759.955,"endTime":763.575,"body":"Sort of shown in, in sharp focus"},{"startTime":759.955,"endTime":763.575,"body":"for this particular customer."},{"startTime":763.575,"endTime":765.735,"body":"So they're, they're an education customer."},{"startTime":766.49,"endTime":769.72,"body":"That particular business unit has"},{"startTime":766.49,"endTime":769.72,"body":"big peaks around sort of back to"},{"startTime":769.72,"endTime":771.82,"body":"school in August and September."},{"startTime":771.88,"endTime":774.91,"body":"That's the they're really"},{"startTime":771.88,"endTime":774.91,"body":"they're busy peak periods."},{"startTime":775.2,"endTime":779.4,"body":"And you can see in that cost utilization"},{"startTime":775.2,"endTime":779.4,"body":"graph that they've got quite an expensive"},{"startTime":779.4,"endTime":781.57,"body":"couple of months in August and September."},{"startTime":782.03,"endTime":787.43,"body":"But come October, the cost"},{"startTime":782.03,"endTime":787.43,"body":"ramps down, you know, over 50%."},{"startTime":787.47,"endTime":792.68,"body":"So you can really see how they're not"},{"startTime":787.47,"endTime":792.68,"body":"sort of paying to Accommodate for that"},{"startTime":792.68,"endTime":794.87,"body":"peak throughout the year, if you like."},{"startTime":795.86,"endTime":796.97,"body":"They're only paying"},{"startTime":797.12,"endTime":797.87,"body":"for what they use."},{"startTime":797.88,"endTime":798.08,"body":"Absolutely."},{"startTime":798.09,"endTime":801.02,"body":"In the old days, that would have"},{"startTime":798.09,"endTime":801.02,"body":"just been servers spinning, just"},{"startTime":801.02,"endTime":802.48,"body":"waiting for the next September, right?"},{"startTime":802.81,"endTime":804.15,"body":"Yeah, absolutely."},{"startTime":804.15,"endTime":804.67,"body":"That's really good."},{"startTime":805.82,"endTime":809.28,"body":"We've done a lot of talking about Kinect"},{"startTime":805.82,"endTime":809.28,"body":"and how easy it is to turn it on, how"},{"startTime":809.28,"endTime":810.69,"body":"easy it is to use it and configure it."},{"startTime":812.055,"endTime":814.435,"body":"Legitimately, you might be listening"},{"startTime":812.055,"endTime":814.435,"body":"to this and thinking, well, why"},{"startTime":814.435,"endTime":815.685,"body":"do we need a company to help us?"},{"startTime":815.715,"endTime":818.375,"body":"So yeah, so let's talk,"},{"startTime":815.715,"endTime":818.375,"body":"let's talk through that."},{"startTime":818.405,"endTime":821.615,"body":"Like, are there pitfalls to just"},{"startTime":818.405,"endTime":821.615,"body":"turning on and just running with it?"},{"startTime":821.805,"endTime":824.485,"body":"And, and I guess it's a"},{"startTime":821.805,"endTime":824.485,"body":"nuanced answer, right?"},{"startTime":824.485,"endTime":826.835,"body":"Because if you're a really small"},{"startTime":824.485,"endTime":826.835,"body":"company, if you're like, you know,"},{"startTime":826.885,"endTime":830.295,"body":"three person flower shop or something,"},{"startTime":826.885,"endTime":830.295,"body":"I don't think you need a company like"},{"startTime":830.295,"endTime":833.695,"body":"cloud interacts, like the stuff that's"},{"startTime":830.295,"endTime":833.695,"body":"in the box that we haven't really"},{"startTime":833.695,"endTime":835.715,"body":"spoke like stuff like opening hours."},{"startTime":835.755,"endTime":838.515,"body":"I think all that stuff's covered, like"},{"startTime":835.755,"endTime":838.515,"body":"the ability to just kind of float."},{"startTime":838.515,"endTime":838.685,"body":"Yeah."},{"startTime":838.985,"endTime":841.525,"body":"Calls through, like you could"},{"startTime":838.985,"endTime":841.525,"body":"figure that stuff out, but as you"},{"startTime":841.535,"endTime":843.275,"body":"ramp up, you get larger and larger."},{"startTime":843.835,"endTime":847.875,"body":"It feels like there's probably areas"},{"startTime":843.835,"endTime":847.875,"body":"where some expertise is useful, right?"},{"startTime":847.935,"endTime":848.695,"body":"Yeah, definitely."},{"startTime":848.695,"endTime":854.345,"body":"And I suppose on your point, yeah,"},{"startTime":848.695,"endTime":854.345,"body":"your three person flower shop totally"},{"startTime":854.345,"endTime":857.735,"body":"encourage that kind of business and"},{"startTime":854.345,"endTime":857.735,"body":"any kind of business to go in and"},{"startTime":857.735,"endTime":859.35,"body":"have a go themselves to start with."},{"startTime":860.36,"endTime":864.58,"body":"It really is that easy to set it up and"},{"startTime":860.36,"endTime":864.58,"body":"get started with it, which is great."},{"startTime":864.99,"endTime":866.07,"body":"But yeah, you're, you're right."},{"startTime":866.07,"endTime":871.8,"body":"When, when you want to go sort of a bit"},{"startTime":866.07,"endTime":871.8,"body":"above and beyond, so you want a better"},{"startTime":871.8,"endTime":876.37,"body":"understanding of some of the features"},{"startTime":871.8,"endTime":876.37,"body":"that are there or maybe you want."},{"startTime":876.92,"endTime":880.82,"body":"Or need an understanding of"},{"startTime":876.92,"endTime":880.82,"body":"Amazon's roadmap of those features"},{"startTime":880.82,"endTime":881.26,"body":"as well."},{"startTime":881.26,"endTime":882.82,"body":"I mean, that's the bit"},{"startTime":881.26,"endTime":882.82,"body":"that always surprises me."},{"startTime":882.86,"endTime":886.74,"body":"I, I keep finding bits in Connect"},{"startTime":882.86,"endTime":886.74,"body":"I didn't know existed, you know?"},{"startTime":886.8,"endTime":888.39,"body":"And like, it's a discoverability problem."},{"startTime":888.4,"endTime":890.97,"body":"You almost need to have that"},{"startTime":888.4,"endTime":890.97,"body":"problem before you go looking."},{"startTime":891.4,"endTime":894.49,"body":"But sometimes knowing that thing"},{"startTime":891.4,"endTime":894.49,"body":"is there can really be helpful."},{"startTime":894.5,"endTime":897.15,"body":"Like, because you would have built it in"},{"startTime":894.5,"endTime":897.15,"body":"from day one if you'd known it was there."},{"startTime":897.33,"endTime":897.78,"body":"Definitely."},{"startTime":897.87,"endTime":898.18,"body":"Yeah."},{"startTime":898.48,"endTime":900.19,"body":"And I think probably that's where."},{"startTime":900.915,"endTime":905.955,"body":"Where we would come in, we've seen and"},{"startTime":900.915,"endTime":905.955,"body":"heard of some of the use cases that"},{"startTime":906.145,"endTime":910.465,"body":"the companies might have, and that"},{"startTime":906.145,"endTime":910.465,"body":"will probably ring a bell with us and"},{"startTime":910.465,"endTime":912.355,"body":"we'll be able to say for that use case."},{"startTime":912.83,"endTime":916.53,"body":"This is what we've, we've done in the"},{"startTime":912.83,"endTime":916.53,"body":"past or other customers, you know,"},{"startTime":916.59,"endTime":919.63,"body":"we can probably help sort of build a"},{"startTime":916.59,"endTime":919.63,"body":"business case around it and that kind of"},{"startTime":919.63,"endTime":919.91,"body":"thing."},{"startTime":920.05,"endTime":920.3,"body":"Yep."},{"startTime":920.41,"endTime":920.69,"body":"Yep."},{"startTime":920.95,"endTime":923.51,"body":"And, and you, like you mentioned"},{"startTime":920.95,"endTime":923.51,"body":"roadmap and futures, that's,"},{"startTime":923.75,"endTime":925.04,"body":"that's really useful as well."},{"startTime":925.05,"endTime":929.26,"body":"Like I know, like you keep very"},{"startTime":925.05,"endTime":929.26,"body":"close to the announcements that"},{"startTime":929.26,"endTime":930.88,"body":"are coming out around connect."},{"startTime":930.93,"endTime":932.52,"body":"And as a company, I know we do as well."},{"startTime":932.52,"endTime":933.58,"body":"And and we have sort of."},{"startTime":934.13,"endTime":937.0,"body":"Some of that insight as well, so that"},{"startTime":934.13,"endTime":937.0,"body":"can really help again with planning,"},{"startTime":937.0,"endTime":941.39,"body":"I guess, and, and things like that"},{"startTime":937.0,"endTime":941.39,"body":"customizations, another big 1 I think I,"},{"startTime":941.43,"endTime":946.39,"body":"I like the way connect appears to have"},{"startTime":941.43,"endTime":946.39,"body":"been structured to be very extensible."},{"startTime":946.39,"endTime":951.03,"body":"It feels very much like a, like that,"},{"startTime":946.39,"endTime":951.03,"body":"that extensibility was really in the"},{"startTime":951.35,"endTime":956.21,"body":"people's designers mind when connect"},{"startTime":951.35,"endTime":956.21,"body":"was being built and it kind of."},{"startTime":956.68,"endTime":961.37,"body":"That's for me where being built inside AWS"},{"startTime":956.68,"endTime":961.37,"body":"kind of makes sense because every other,"},{"startTime":961.42,"endTime":967.43,"body":"every one of those connect extensibility"},{"startTime":961.42,"endTime":967.43,"body":"points is to another AWS component, right?"},{"startTime":967.43,"endTime":972.73,"body":"So it's not, it's very, I don't"},{"startTime":967.43,"endTime":972.73,"body":"know, it gets very powerful."},{"startTime":972.73,"endTime":975.44,"body":"The extensibility gets powerful quickly"},{"startTime":972.73,"endTime":975.44,"body":"because you're bringing in existing"},{"startTime":975.44,"endTime":979.05,"body":"components inside AWS, whether it's"},{"startTime":975.44,"endTime":979.05,"body":"Lambda functions or it's an RDS"},{"startTime":979.05,"endTime":980.66,"body":"database or like a million other things."},{"startTime":980.84,"endTime":981.12,"body":"Definitely."},{"startTime":981.22,"endTime":981.6,"body":"Yeah."},{"startTime":982.24,"endTime":983.76,"body":"And with."},{"startTime":984.265,"endTime":989.145,"body":"Amazon and their massive investment"},{"startTime":984.265,"endTime":989.145,"body":"in things like AI, machine learning,"},{"startTime":989.765,"endTime":994.705,"body":"like you say, if you want to dabble in"},{"startTime":989.765,"endTime":994.705,"body":"those areas, to some extent, Connect"},{"startTime":994.815,"endTime":996.545,"body":"allows you to do that out of the box."},{"startTime":996.545,"endTime":1000.415,"body":"But also you've got that whole"},{"startTime":996.545,"endTime":1000.415,"body":"suite of the other AWS services,"},{"startTime":1000.965,"endTime":1004.465,"body":"which you can, with a bit of magic"},{"startTime":1000.965,"endTime":1004.465,"body":"using Lambda functions, like you"},{"startTime":1004.465,"endTime":1007.255,"body":"mentioned, you, you can start."},{"startTime":1007.54,"endTime":1012.66,"body":"Connecting Amazon Connect with"},{"startTime":1007.54,"endTime":1012.66,"body":"a large language model or the"},{"startTime":1012.66,"endTime":1014.12,"body":"possibilities are endless."},{"startTime":1014.19,"endTime":1014.52,"body":"Absolutely."},{"startTime":1014.7,"endTime":1019.379,"body":"And we're definitely going to"},{"startTime":1014.7,"endTime":1019.379,"body":"be talking about AI and LLMs and"},{"startTime":1019.38,"endTime":1023.13,"body":"Amazon Q and all of that stuff"},{"startTime":1019.38,"endTime":1023.13,"body":"in some future episode for sure."},{"startTime":1023.4,"endTime":1026.58,"body":"I mean, there's, there's that kind"},{"startTime":1023.4,"endTime":1026.58,"body":"of customization of like, you know,"},{"startTime":1026.74,"endTime":1028.2,"body":"our contact center works this."},{"startTime":1028.49,"endTime":1029.35,"body":"Very peculiar way."},{"startTime":1029.35,"endTime":1031.7,"body":"So we want our contact center to"},{"startTime":1029.35,"endTime":1031.7,"body":"work this particular way as well."},{"startTime":1032.11,"endTime":1033.26,"body":"There's that side of things."},{"startTime":1033.28,"endTime":1036.29,"body":"And then there's also, I suppose, the"},{"startTime":1033.28,"endTime":1036.29,"body":"integration, if you like, of, of I've"},{"startTime":1036.29,"endTime":1041.34,"body":"already got some systems and processes in"},{"startTime":1036.29,"endTime":1041.34,"body":"place, whether it's a CRM, whether it's"},{"startTime":1041.41,"endTime":1046.64,"body":"other, you know, stuff to help my agents"},{"startTime":1041.41,"endTime":1046.64,"body":"do their day or whatever else it is."},{"startTime":1047.0,"endTime":1048.39,"body":"Other channels as well."},{"startTime":1048.51,"endTime":1051.43,"body":"We haven't really spoken too much about"},{"startTime":1048.51,"endTime":1051.43,"body":"the omni channel side of things, but"},{"startTime":1051.43,"endTime":1053.49,"body":"like you could imagine any mature."},{"startTime":1054.025,"endTime":1057.255,"body":"sort of contact center operation"},{"startTime":1054.025,"endTime":1057.255,"body":"is likely to already have some"},{"startTime":1057.255,"endTime":1059.155,"body":"other channels already going on."},{"startTime":1059.155,"endTime":1063.005,"body":"So the ability to kind of extend some"},{"startTime":1059.155,"endTime":1063.005,"body":"of that stuff as well is, you know,"},{"startTime":1063.005,"endTime":1066.375,"body":"it's another place where that kind of"},{"startTime":1063.005,"endTime":1066.375,"body":"customization development comes in."},{"startTime":1066.765,"endTime":1069.885,"body":"And where it's, it can be useful to have"},{"startTime":1066.765,"endTime":1069.885,"body":"someone who's done this stuff before."},{"startTime":1069.925,"endTime":1071.005,"body":"Yeah, absolutely."},{"startTime":1071.075,"endTime":1076.725,"body":"And you raise a good point on, on"},{"startTime":1071.075,"endTime":1076.725,"body":"the, the sort of what's the word that"},{"startTime":1076.725,"endTime":1080.515,"body":"there's transformation process, if"},{"startTime":1076.725,"endTime":1080.515,"body":"you like, I guess for some companies."},{"startTime":1080.935,"endTime":1084.085,"body":"If they're undertaking a process"},{"startTime":1080.935,"endTime":1084.085,"body":"like this, they're probably"},{"startTime":1084.085,"endTime":1085.125,"body":"not going to do it every day."},{"startTime":1085.125,"endTime":1087.925,"body":"It's maybe going to be, you"},{"startTime":1085.125,"endTime":1087.925,"body":"know, every five years, seven"},{"startTime":1087.925,"endTime":1088.975,"body":"years, something like that."},{"startTime":1089.845,"endTime":1096.195,"body":"If you work with a company like ourselves"},{"startTime":1089.845,"endTime":1096.195,"body":"or some of the other great AWS partners"},{"startTime":1096.195,"endTime":1100.775,"body":"out there, this is the kind of thing"},{"startTime":1096.195,"endTime":1100.775,"body":"they do, do day in, day out, and they"},{"startTime":1100.775,"endTime":1106.425,"body":"will have ideas about how best to, to"},{"startTime":1100.775,"endTime":1106.425,"body":"perform that that transformation and"},{"startTime":1106.425,"endTime":1110.365,"body":"also the, not just the technology side"},{"startTime":1106.425,"endTime":1110.365,"body":"of it, but things like the process"},{"startTime":1110.365,"endTime":1111.595,"body":"and the, the, the people involved."},{"startTime":1111.77,"endTime":1114.82,"body":"Elements of it as well that you"},{"startTime":1111.77,"endTime":1114.82,"body":"need to take into consideration."},{"startTime":1115.35,"endTime":1115.97,"body":"Absolutely."},{"startTime":1116.42,"endTime":1116.83,"body":"Yes."},{"startTime":1117.1,"endTime":1122.23,"body":"I mean, we've, that's been like a, a"},{"startTime":1117.1,"endTime":1122.23,"body":"very, very high level whitewash over this"},{"startTime":1122.25,"endTime":1125.06,"body":"ginormous thing that is Amazon Connect."},{"startTime":1125.4,"endTime":1128.63,"body":"And we're absolutely going to be digging"},{"startTime":1125.4,"endTime":1128.63,"body":"into the details in future episodes."},{"startTime":1128.63,"endTime":1130.66,"body":"We've got some great ideas"},{"startTime":1128.63,"endTime":1130.66,"body":"for things we want to do."},{"startTime":1130.96,"endTime":1132.17,"body":"We want to hear from you as well, though."},{"startTime":1132.22,"endTime":1133.19,"body":"We want your questions."},{"startTime":1133.19,"endTime":1134.29,"body":"We want your suggestions."},{"startTime":1134.58,"endTime":1136.3,"body":"I think it'd be kind of."},{"startTime":1136.545,"endTime":1139.545,"body":"Good to sort of have a segment"},{"startTime":1136.545,"endTime":1139.545,"body":"at the end that is, you know,"},{"startTime":1139.655,"endTime":1140.795,"body":"your questions answered."},{"startTime":1140.795,"endTime":1143.845,"body":"So in order for that to happen,"},{"startTime":1140.795,"endTime":1143.845,"body":"we do need your questions."},{"startTime":1144.075,"endTime":1146.495,"body":"So do let us know your questions."},{"startTime":1146.745,"endTime":1149.245,"body":"You can email podcast at cloud interact."},{"startTime":1149.285,"endTime":1152.815,"body":"io with your questions and or"},{"startTime":1149.285,"endTime":1152.815,"body":"suggestions for future episodes as well."},{"startTime":1152.835,"endTime":1153.515,"body":"That would be really good."},{"startTime":1153.535,"endTime":1155.705,"body":"Or you can just find"},{"startTime":1153.535,"endTime":1155.705,"body":"us on LinkedIn as well."},{"startTime":1155.945,"endTime":1158.185,"body":"And I would love to be able to"},{"startTime":1155.945,"endTime":1158.185,"body":"come back in a future episode"},{"startTime":1158.235,"endTime":1160.055,"body":"and have a dedicated session."},{"startTime":1160.13,"endTime":1163.2,"body":"Section, you know, just for your"},{"startTime":1160.13,"endTime":1163.2,"body":"questions that we can get answered with"},{"startTime":1163.2,"endTime":1166.58,"body":"people like Alex, but also other people"},{"startTime":1163.2,"endTime":1166.58,"body":"that we can find inside the company"},{"startTime":1166.58,"endTime":1170.28,"body":"that are the right people to answer"},{"startTime":1166.58,"endTime":1170.28,"body":"your question and you know, and are"},{"startTime":1170.28,"endTime":1172.03,"body":"willing to come and come and talk to me."},{"startTime":1172.09,"endTime":1173.34,"body":"So I think that'd be good."},{"startTime":1173.54,"endTime":1173.88,"body":"That'd be great."},{"startTime":1173.88,"endTime":1174.08,"body":"Yeah."},{"startTime":1174.11,"endTime":1174.41,"body":"Yeah."},{"startTime":1174.49,"endTime":1174.8,"body":"Okay."},{"startTime":1174.81,"endTime":1175.2,"body":"Send them in."},{"startTime":1175.6,"endTime":1176.11,"body":"Absolutely."},{"startTime":1176.18,"endTime":1177.5,"body":"I mean, we could talk all day, but."},{"startTime":1178.335,"endTime":1180.585,"body":"We're, it's kind of time to"},{"startTime":1178.335,"endTime":1180.585,"body":"bring this episode to an end."},{"startTime":1180.585,"endTime":1181.175,"body":"We're at time."},{"startTime":1181.565,"endTime":1182.725,"body":"Thank you very much, Alex."},{"startTime":1182.915,"endTime":1184.465,"body":"And thank you everyone for listening."},{"startTime":1184.515,"endTime":1188.985,"body":"So today we discussed the basics of"},{"startTime":1184.515,"endTime":1188.985,"body":"the Amazon con connect contact center."},{"startTime":1189.325,"endTime":1192.375,"body":"In next week's episode, we're"},{"startTime":1189.325,"endTime":1192.375,"body":"going to be looking at how you can"},{"startTime":1192.395,"endTime":1193.965,"body":"integrate connect with your CRM."},{"startTime":1194.345,"endTime":1197.025,"body":"So be sure to subscribe in your"},{"startTime":1194.345,"endTime":1197.025,"body":"favorite podcast player and"},{"startTime":1197.075,"endTime":1198.435,"body":"that way you won't miss it."},{"startTime":1198.935,"endTime":1201.705,"body":"Whilst you're there, we'd love it"},{"startTime":1198.935,"endTime":1201.705,"body":"if you would rate us and review us."},{"startTime":1201.755,"endTime":1204.955,"body":"And as a new podcast, if you've"},{"startTime":1201.755,"endTime":1204.955,"body":"got colleagues that you think"},{"startTime":1204.955,"endTime":1208.105,"body":"would benefit from this content,"},{"startTime":1204.955,"endTime":1208.105,"body":"please, please let them know."},{"startTime":1208.615,"endTime":1210.925,"body":"If you'd like to find out more"},{"startTime":1208.615,"endTime":1210.925,"body":"about how Cloud Interact can"},{"startTime":1210.925,"endTime":1213.745,"body":"help you on your contact center"},{"startTime":1210.925,"endTime":1213.745,"body":"journey, visit cloudinteract."},{"startTime":1213.785,"endTime":1214.945,"body":"io."},{"startTime":1215.505,"endTime":1218.925,"body":"We're wrapping this call up now and"},{"startTime":1215.505,"endTime":1218.925,"body":"we'll connect with you next time."}]}