{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":33.446,"endTime":35.916,"body":"It's time for"},{"speaker":"Tom Morgan","startTime":33.446,"endTime":35.916,"body":"another episode of ACP."},{"speaker":"Tom Morgan","startTime":36.086,"endTime":37.956,"body":"And I'm joined as usual by Alex."},{"speaker":"Tom Morgan","startTime":38.006,"endTime":38.736,"body":"Hello, Alex."},{"speaker":"Tom Morgan","startTime":38.736,"endTime":39.026,"body":"How are you?"},{"speaker":"Alex Baker","startTime":39.556,"endTime":40.146,"body":"Hi, Tom."},{"speaker":"Alex Baker","startTime":40.396,"endTime":40.806,"body":"Yeah, good."},{"speaker":"Alex Baker","startTime":40.806,"endTime":41.196,"body":"Thank you."},{"speaker":"Alex Baker","startTime":41.256,"endTime":41.526,"body":"You."},{"speaker":"Tom Morgan","startTime":41.776,"endTime":41.966,"body":"Good."},{"speaker":"Tom Morgan","startTime":41.966,"endTime":42.716,"body":"Yeah, very well."},{"speaker":"Tom Morgan","startTime":42.716,"endTime":43.156,"body":"Thank you."},{"speaker":"Tom Morgan","startTime":43.186,"endTime":45.906,"body":"And even better for being"},{"speaker":"Tom Morgan","startTime":43.186,"endTime":45.906,"body":"joined today by Arie."},{"speaker":"Tom Morgan","startTime":45.906,"endTime":48.236,"body":"Arie Hazekamp all the way from Barcelona."},{"speaker":"Tom Morgan","startTime":48.236,"endTime":51.566,"body":"I had to check the weather for"},{"speaker":"Tom Morgan","startTime":48.236,"endTime":51.566,"body":"Barcelona and it is lovely."},{"speaker":"Tom Morgan","startTime":51.616,"endTime":53.536,"body":"So we're in the UK is grey and  cloudy."},{"speaker":"Tom Morgan","startTime":53.916,"endTime":56.246,"body":"Arie, I expect it's sunny and warm there."},{"speaker":"Arie Hazekamp","startTime":56.246,"endTime":56.636,"body":"Absolutely."},{"speaker":"Arie Hazekamp","startTime":57.036,"endTime":60.406,"body":"It's another really great"},{"speaker":"Arie Hazekamp","startTime":57.036,"endTime":60.406,"body":"day here in Barcelona."},{"speaker":"Arie Hazekamp","startTime":60.586,"endTime":62.861,"body":"Great to be here with you, Tom and Alex."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":62.866,"endTime":63.246,"body":"Wonderful."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":63.326,"endTime":64.086,"body":"That's great to have you."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":64.126,"endTime":67.416,"body":"I'm really excited to get into some"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":64.126,"endTime":67.416,"body":"of your thoughts and what you do."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":67.786,"endTime":71.526,"body":"You know, as a, as a senior partner"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":67.786,"endTime":71.526,"body":"solutions architect before we do though,"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":71.576,"endTime":74.216,"body":"I know Alex has got some updates for us."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":74.266,"endTime":75.536,"body":"So yeah, over to you, Alex."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":75.786,"endTime":76.416,"body":"Thanks Tom."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":76.446,"endTime":76.626,"body":"Yeah."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":76.626,"endTime":80.816,"body":"One little update to mention from"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":76.626,"endTime":80.816,"body":"the, the release notes from April."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":81.166,"endTime":84.786,"body":"Nice little update for"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":81.166,"endTime":84.786,"body":"reporting purposes, I guess."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":84.966,"endTime":90.916,"body":"Now voice contacts that are rejected"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":84.966,"endTime":90.916,"body":"by an agent have a state of rejected."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":91.606,"endTime":97.256,"body":"So they used to have a state of error,"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":91.606,"endTime":97.256,"body":"which I think was slightly, that had some"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":97.286,"endTime":99.106,"body":"ambiguity in that there might be other."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":99.731,"endTime":103.441,"body":"Other occurrences where you get"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":99.731,"endTime":103.441,"body":"that, that error state come up."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":103.821,"endTime":108.731,"body":"Now they have their own state of rejected,"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":103.821,"endTime":108.731,"body":"which matches chat and task contacts."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":109.071,"endTime":112.831,"body":"But it just means you can keep that"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":109.071,"endTime":112.831,"body":"real close eye on if, if an agent for"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":112.831,"endTime":115.421,"body":"some reason is, is rejecting contacts."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":115.421,"endTime":120.401,"body":"If they don't have auto answer switched"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":115.421,"endTime":120.401,"body":"on, you can specifically report on that in"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":120.401,"endTime":122.481,"body":"your, your custom reporting applications."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":122.591,"endTime":125.381,"body":"And I guess possibly in the, the"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":122.591,"endTime":125.381,"body":"out of the box reporting, we'll"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":125.381,"endTime":126.271,"body":"have to take a look at that."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":126.271,"endTime":128.371,"body":"But yeah, nice, nice little update there."},{"speaker":"Tom Morgan","startTime":128.976,"endTime":129.206,"body":"Yep."},{"speaker":"Tom Morgan","startTime":129.296,"endTime":130.036,"body":"No, that sounds good."},{"speaker":"Tom Morgan","startTime":130.156,"endTime":131.676,"body":"Better reporting for everyone is good."},{"speaker":"Tom Morgan","startTime":131.986,"endTime":133.716,"body":"And yeah, so it sounds"},{"speaker":"Tom Morgan","startTime":131.986,"endTime":133.716,"body":"like it makes sense."},{"speaker":"Tom Morgan","startTime":133.776,"endTime":136.446,"body":"Put them in the same bucket as"},{"speaker":"Tom Morgan","startTime":133.776,"endTime":136.446,"body":"rejecting chats and things like that."},{"speaker":"Tom Morgan","startTime":136.496,"endTime":138.716,"body":"So yeah, that all sounds, sounds good."},{"speaker":"Tom Morgan","startTime":139.386,"endTime":139.786,"body":"All right."},{"speaker":"Tom Morgan","startTime":140.336,"endTime":142.626,"body":"So Arie so you work."},{"speaker":"Tom Morgan","startTime":143.391,"endTime":148.771,"body":"Inside AWS, you work as a solution"},{"speaker":"Tom Morgan","startTime":143.391,"endTime":148.771,"body":"architect within Amazon Connect."},{"speaker":"Tom Morgan","startTime":148.791,"endTime":150.911,"body":"How, how did that journey happen for you?"},{"speaker":"Tom Morgan","startTime":150.921,"endTime":153.181,"body":"How did you get into working"},{"speaker":"Tom Morgan","startTime":150.921,"endTime":153.181,"body":"with Connect in the first place?"},{"speaker":"Arie Hazekamp","startTime":154.181,"endTime":161.048,"body":"By accident, to be"},{"speaker":"Arie Hazekamp","startTime":154.181,"endTime":161.048,"body":"honest the honest So I, 2019, I"},{"speaker":"Arie Hazekamp","startTime":161.048,"endTime":166.658,"body":"was working for a global systems"},{"speaker":"Arie Hazekamp","startTime":161.048,"endTime":166.658,"body":"integrator out of Cape Town in South"},{"speaker":"Arie Hazekamp","startTime":166.748,"endTime":169.958,"body":"Africa as a CX solution architect."},{"speaker":"Arie Hazekamp","startTime":170.048,"endTime":175.338,"body":"So focused on customer experience,"},{"speaker":"Arie Hazekamp","startTime":170.048,"endTime":175.338,"body":"very much the traditional, On premise"},{"speaker":"Arie Hazekamp","startTime":175.348,"endTime":184.258,"body":"solutions, the time, the business asked me"},{"speaker":"Arie Hazekamp","startTime":175.348,"endTime":184.258,"body":"to investigate what AWS was doing in this"},{"speaker":"Arie Hazekamp","startTime":184.368,"endTime":190.878,"body":"space, specifically with regards to Amazon"},{"speaker":"Arie Hazekamp","startTime":184.368,"endTime":190.878,"body":"Connect, it was still relatively new."},{"speaker":"Arie Hazekamp","startTime":191.583,"endTime":195.353,"body":"On the block at the time I'm sure"},{"speaker":"Arie Hazekamp","startTime":191.583,"endTime":195.353,"body":"as both of you will understand,"},{"speaker":"Arie Hazekamp","startTime":195.353,"endTime":199.563,"body":"once you start delving into AWS,"},{"speaker":"Arie Hazekamp","startTime":195.353,"endTime":199.563,"body":"there are many rabbit holes."},{"speaker":"Arie Hazekamp","startTime":199.563,"endTime":200.343,"body":"You go down."},{"speaker":"Arie Hazekamp","startTime":200.863,"endTime":201.973,"body":"There's a lot to learn."},{"speaker":"Arie Hazekamp","startTime":202.563,"endTime":204.773,"body":"So that essentially is what happened."},{"speaker":"Arie Hazekamp","startTime":205.293,"endTime":209.743,"body":"I started looking at what AWS offered,"},{"speaker":"Arie Hazekamp","startTime":205.293,"endTime":209.743,"body":"what Amazon Connect was capable"},{"speaker":"Arie Hazekamp","startTime":209.743,"endTime":215.053,"body":"of that led to a whole bunch of"},{"speaker":"Arie Hazekamp","startTime":209.743,"endTime":215.053,"body":"certifications and studying and learning."},{"speaker":"Arie Hazekamp","startTime":216.053,"endTime":217.643,"body":"And I realized as."},{"speaker":"Arie Hazekamp","startTime":218.643,"endTime":224.823,"body":"I was on this journey that everything"},{"speaker":"Arie Hazekamp","startTime":218.643,"endTime":224.823,"body":"was kind of changing for me, the"},{"speaker":"Arie Hazekamp","startTime":224.823,"endTime":229.623,"body":"way I was looking at customer"},{"speaker":"Arie Hazekamp","startTime":224.823,"endTime":229.623,"body":"experience and providing customer"},{"speaker":"Arie Hazekamp","startTime":229.833,"endTime":232.773,"body":"experience solutions was changing."},{"speaker":"Arie Hazekamp","startTime":233.073,"endTime":236.103,"body":"It, it almost was like a clean"},{"speaker":"Arie Hazekamp","startTime":233.073,"endTime":236.103,"body":"slate that, that happened"},{"speaker":"Tom Morgan","startTime":236.453,"endTime":240.403,"body":"Changing because things"},{"speaker":"Tom Morgan","startTime":236.453,"endTime":240.403,"body":"could innovate, like things could iterate"},{"speaker":"Tom Morgan","startTime":240.433,"endTime":244.433,"body":"faster or like configuration changes were"},{"speaker":"Tom Morgan","startTime":240.433,"endTime":244.433,"body":"easier or like,  what was the difference?"},{"speaker":"Arie Hazekamp","startTime":244.683,"endTime":249.883,"body":"So to me, the, the biggest"},{"speaker":"Arie Hazekamp","startTime":244.683,"endTime":249.883,"body":"standouts were just, I'll put it in"},{"speaker":"Arie Hazekamp","startTime":249.883,"endTime":256.043,"body":"a couple of words was speed, agility,"},{"speaker":"Arie Hazekamp","startTime":249.883,"endTime":256.043,"body":"being able to do something quickly,"},{"speaker":"Arie Hazekamp","startTime":256.333,"endTime":262.063,"body":"not having to wait for infrastructure"},{"speaker":"Arie Hazekamp","startTime":256.333,"endTime":262.063,"body":"to be built or spun up, and then also"},{"speaker":"Arie Hazekamp","startTime":262.063,"endTime":264.273,"body":"the ability to innovate really quickly."},{"speaker":"Arie Hazekamp","startTime":264.773,"endTime":270.523,"body":"So by removing that undifferentiated"},{"speaker":"Arie Hazekamp","startTime":264.773,"endTime":270.523,"body":"heavy lifting, as we say within AWS"},{"speaker":"Arie Hazekamp","startTime":270.523,"endTime":276.013,"body":"of looking after infrastructure,"},{"speaker":"Arie Hazekamp","startTime":270.523,"endTime":276.013,"body":"suddenly you could really focus on"},{"speaker":"Arie Hazekamp","startTime":276.063,"endTime":277.803,"body":"business value and business outcomes."},{"speaker":"Arie Hazekamp","startTime":278.803,"endTime":284.283,"body":"So, yeah, that, that, that kind of"},{"speaker":"Arie Hazekamp","startTime":278.803,"endTime":284.283,"body":"was the spark that went off for me."},{"speaker":"Tom Morgan","startTime":284.643,"endTime":284.933,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":284.963,"endTime":286.643,"body":"It is quite freeing, isn't it?"},{"speaker":"Tom Morgan","startTime":286.743,"endTime":288.153,"body":"To think what would."},{"speaker":"Tom Morgan","startTime":288.613,"endTime":292.923,"body":"What would really help this business if"},{"speaker":"Tom Morgan","startTime":288.613,"endTime":292.923,"body":"we took away all of the, the effort that's"},{"speaker":"Tom Morgan","startTime":292.923,"endTime":297.213,"body":"associated, or you assume is associated"},{"speaker":"Tom Morgan","startTime":292.923,"endTime":297.213,"body":"with this, you know, doing this thing."},{"speaker":"Tom Morgan","startTime":297.213,"endTime":301.623,"body":"If it's actually, it's, it's relatively"},{"speaker":"Tom Morgan","startTime":297.213,"endTime":301.623,"body":"easy to configure and get going with,"},{"speaker":"Tom Morgan","startTime":301.623,"endTime":303.163,"body":"and you don't have to provision servers."},{"speaker":"Tom Morgan","startTime":303.163,"endTime":305.963,"body":"You, you don't have to worry"},{"speaker":"Tom Morgan","startTime":303.163,"endTime":305.963,"body":"about them running and looking"},{"speaker":"Tom Morgan","startTime":305.963,"endTime":308.263,"body":"after them and patching them and"},{"speaker":"Tom Morgan","startTime":305.963,"endTime":308.263,"body":"updating them and all those things."},{"speaker":"Tom Morgan","startTime":308.763,"endTime":309.933,"body":"It, yeah, it can be quite."},{"speaker":"Tom Morgan","startTime":310.583,"endTime":311.663,"body":"Kind of liberating, I suppose,"},{"speaker":"Alex Baker","startTime":312.183,"endTime":313.853,"body":"What was your interested?"},{"speaker":"Alex Baker","startTime":313.853,"endTime":318.393,"body":"What your, your sort of technology"},{"speaker":"Alex Baker","startTime":313.853,"endTime":318.393,"body":"background was before you got into AWS?"},{"speaker":"Alex Baker","startTime":318.493,"endTime":322.243,"body":"Arie, the reason I ask, and I, I've"},{"speaker":"Alex Baker","startTime":318.493,"endTime":322.243,"body":"probably kind of banged on about this on"},{"speaker":"Alex Baker","startTime":322.353,"endTime":327.093,"body":"podcasts in the past, but my background"},{"speaker":"Alex Baker","startTime":322.353,"endTime":327.093,"body":"is in Cisco and that sort of game changer"},{"speaker":"Alex Baker","startTime":327.093,"endTime":331.813,"body":"moment for me was when I could just"},{"speaker":"Alex Baker","startTime":327.093,"endTime":331.813,"body":"put my credit card details into AWS"},{"speaker":"Alex Baker","startTime":331.813,"endTime":335.533,"body":"and stand up a contact center and be"},{"speaker":"Alex Baker","startTime":331.813,"endTime":335.533,"body":"playing with it within a few minutes."},{"speaker":"Arie Hazekamp","startTime":336.033,"endTime":340.963,"body":"Yeah, look, at the"},{"speaker":"Arie Hazekamp","startTime":336.033,"endTime":340.963,"body":"time I was primarily involved with"},{"speaker":"Arie Hazekamp","startTime":341.013,"endTime":343.423,"body":"the likes of Cisco Avaya Genesys."},{"speaker":"Arie Hazekamp","startTime":344.113,"endTime":347.233,"body":"You're, you're more traditional"},{"speaker":"Arie Hazekamp","startTime":344.113,"endTime":347.233,"body":"contact center people."},{"speaker":"Arie Hazekamp","startTime":347.608,"endTime":351.648,"body":"Players, I would say but yeah,"},{"speaker":"Arie Hazekamp","startTime":347.608,"endTime":351.648,"body":"connect, as you say, Amazon connect"},{"speaker":"Arie Hazekamp","startTime":351.718,"endTime":356.938,"body":"embodies or provides all the cloud"},{"speaker":"Arie Hazekamp","startTime":351.718,"endTime":356.938,"body":"benefits that we talk about when we"},{"speaker":"Arie Hazekamp","startTime":356.938,"endTime":362.198,"body":"talk about cloud, you know, agility,"},{"speaker":"Arie Hazekamp","startTime":356.938,"endTime":362.198,"body":"cost savings, no upfront costs, as"},{"speaker":"Arie Hazekamp","startTime":362.198,"endTime":364.458,"body":"you said, it's all consumption based."},{"speaker":"Arie Hazekamp","startTime":365.148,"endTime":368.938,"body":"So switch on, switch off and"},{"speaker":"Arie Hazekamp","startTime":365.148,"endTime":368.938,"body":"you pay for what you use."},{"speaker":"Arie Hazekamp","startTime":369.653,"endTime":376.293,"body":"Elasticity, being able to, to scale"},{"speaker":"Arie Hazekamp","startTime":369.653,"endTime":376.293,"body":"as needed, not sitting with,  unused"},{"speaker":"Arie Hazekamp","startTime":376.303,"endTime":382.023,"body":"capacity  in times of, of maybe low"},{"speaker":"Arie Hazekamp","startTime":376.303,"endTime":382.023,"body":"usage, and then again, being able"},{"speaker":"Arie Hazekamp","startTime":382.023,"endTime":383.963,"body":"to burst when, when you need to."},{"speaker":"Arie Hazekamp","startTime":384.213,"endTime":388.853,"body":"Innovation, being able to innovate"},{"speaker":"Arie Hazekamp","startTime":384.213,"endTime":388.853,"body":"quickly, that heavy lifting is removed,"},{"speaker":"Arie Hazekamp","startTime":389.633,"endTime":396.833,"body":"focus on solving business problems, focus"},{"speaker":"Arie Hazekamp","startTime":389.633,"endTime":396.833,"body":"on providing great CX to your customers,"},{"speaker":"Arie Hazekamp","startTime":397.003,"endTime":399.323,"body":"but also great employee experiences."},{"speaker":"Arie Hazekamp","startTime":399.823,"endTime":407.373,"body":"And then, you know, being able to very"},{"speaker":"Arie Hazekamp","startTime":399.823,"endTime":407.373,"body":"quickly use the service globally was"},{"speaker":"Arie Hazekamp","startTime":407.373,"endTime":409.983,"body":"another thing that really spoke to me."},{"speaker":"Arie Hazekamp","startTime":410.483,"endTime":416.983,"body":"And I think what I would add to"},{"speaker":"Arie Hazekamp","startTime":410.483,"endTime":416.983,"body":"that is also the ability to really"},{"speaker":"Arie Hazekamp","startTime":417.043,"endTime":422.083,"body":"easily utilize the depth and breadth"},{"speaker":"Arie Hazekamp","startTime":417.043,"endTime":422.083,"body":"of services that AWS provides."},{"speaker":"Arie Hazekamp","startTime":422.583,"endTime":425.563,"body":"Especially in today's, you"},{"speaker":"Arie Hazekamp","startTime":422.583,"endTime":425.563,"body":"know, I'm sure we'll talk about"},{"speaker":"Arie Hazekamp","startTime":425.593,"endTime":427.223,"body":"generative AI at some points"},{"speaker":"Tom Morgan","startTime":427.553,"endTime":430.073,"body":"of course, every,"},{"speaker":"Tom Morgan","startTime":427.553,"endTime":430.073,"body":"every episode it's mandatory."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":430.363,"endTime":430.533,"body":"Silence."},{"speaker":"Arie Hazekamp","startTime":431.293,"endTime":434.483,"body":"but these are"},{"speaker":"Arie Hazekamp","startTime":431.293,"endTime":434.483,"body":"things that are really easy to"},{"speaker":"Arie Hazekamp","startTime":434.993,"endTime":436.373,"body":"hook up with your contact center."},{"speaker":"Alex Baker","startTime":437.373,"endTime":442.223,"body":"It was quite a, quite a bold"},{"speaker":"Alex Baker","startTime":437.373,"endTime":442.223,"body":"move by AWS really to have the confidence"},{"speaker":"Alex Baker","startTime":442.223,"endTime":446.073,"body":"in it to say, look, we're not going"},{"speaker":"Alex Baker","startTime":442.223,"endTime":446.073,"body":"to charge you anything to set it up."},{"speaker":"Alex Baker","startTime":446.443,"endTime":449.273,"body":"We're not going to lock you"},{"speaker":"Alex Baker","startTime":446.443,"endTime":449.273,"body":"into any long term contracts."},{"speaker":"Alex Baker","startTime":449.863,"endTime":451.173,"body":"We're really confident that."},{"speaker":"Alex Baker","startTime":451.483,"endTime":454.753,"body":"It brings so many benefits that actually"},{"speaker":"Alex Baker","startTime":451.483,"endTime":454.753,"body":"you're not going to need to be sort"},{"speaker":"Alex Baker","startTime":454.753,"endTime":456.473,"body":"of locked into anything like that."},{"speaker":"Arie Hazekamp","startTime":456.973,"endTime":457.473,"body":"Yeah."},{"speaker":"Arie Hazekamp","startTime":458.233,"endTime":459.173,"body":"couldn't agree more."},{"speaker":"Tom Morgan","startTime":459.943,"endTime":464.403,"body":"And so, so, so you went,"},{"speaker":"Tom Morgan","startTime":459.943,"endTime":464.403,"body":"you went from looking into it to"},{"speaker":"Tom Morgan","startTime":464.653,"endTime":469.363,"body":"loving it, to working there and, and,"},{"speaker":"Tom Morgan","startTime":464.653,"endTime":469.363,"body":"and is that how that journey went?"},{"speaker":"Tom Morgan","startTime":469.423,"endTime":470.763,"body":"Like, was it just like that?"},{"speaker":"Tom Morgan","startTime":471.263,"endTime":475.963,"body":"."},{"speaker":"Tom Morgan","startTime":471.263,"endTime":475.963,"body":"Arie Hazekamp: well, again, it kind"},{"speaker":"Tom Morgan","startTime":476.503,"endTime":478.813,"body":"I I left the GSI I was working at."},{"speaker":"Tom Morgan","startTime":479.813,"endTime":485.813,"body":"I joined a AWS partner based"},{"speaker":"Tom Morgan","startTime":479.813,"endTime":485.813,"body":"out of Australia who provided"},{"speaker":"Tom Morgan","startTime":486.313,"endTime":488.263,"body":"solutions on top of Amazon Connect."},{"speaker":"Tom Morgan","startTime":489.263,"endTime":495.613,"body":"I was with them for probably about nine"},{"speaker":"Tom Morgan","startTime":489.263,"endTime":495.613,"body":"months, and I got a call from AWS saying,"},{"speaker":"Tom Morgan","startTime":496.393,"endTime":501.203,"body":"we've got an application from you that's"},{"speaker":"Tom Morgan","startTime":496.393,"endTime":501.203,"body":"a few months old, but are you interested?"},{"speaker":"Tom Morgan","startTime":501.903,"endTime":503.283,"body":"My nature is."},{"speaker":"Tom Morgan","startTime":503.963,"endTime":507.293,"body":"Pretty much to always kind of"},{"speaker":"Tom Morgan","startTime":503.963,"endTime":507.293,"body":"test myself, look what's, what's"},{"speaker":"Tom Morgan","startTime":507.293,"endTime":508.473,"body":"on the other side of the door."},{"speaker":"Tom Morgan","startTime":508.973,"endTime":510.783,"body":"It's not easy to get into AWS."},{"speaker":"Tom Morgan","startTime":511.073,"endTime":516.843,"body":"It's quite a process which I went"},{"speaker":"Tom Morgan","startTime":511.073,"endTime":516.843,"body":"through and I am now where I am."},{"speaker":"Tom Morgan","startTime":516.893,"endTime":521.993,"body":"You know, part of the, role"},{"speaker":"Tom Morgan","startTime":516.893,"endTime":521.993,"body":"was also relocation from Cape"},{"speaker":"Tom Morgan","startTime":522.043,"endTime":524.253,"body":"Town to Spain, to Barcelona."},{"speaker":"Tom Morgan","startTime":524.753,"endTime":528.153,"body":"Which is an adventure on its"},{"speaker":"Tom Morgan","startTime":524.753,"endTime":528.153,"body":"own, learning a new language,"},{"speaker":"Tom Morgan","startTime":528.418,"endTime":531.238,"body":"That feels like that could"},{"speaker":"Tom Morgan","startTime":528.418,"endTime":531.238,"body":"be a whole different episode for like,"},{"speaker":"Tom Morgan","startTime":531.238,"endTime":534.298,"body":"probably a different podcast, but yeah,"},{"speaker":"Tom Morgan","startTime":531.238,"endTime":534.298,"body":"that must I sent up people, right?"},{"speaker":"Tom Morgan","startTime":534.578,"endTime":534.908,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":534.908,"endTime":535.537,"body":"Yeah."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":536.537,"endTime":537.537,"body":"So yeah, I"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":537.992,"endTime":539.462,"body":"Sorry, just interested on in that"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":539.462,"endTime":543.212,"body":"point, was it that sort of Barcelona"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":539.462,"endTime":543.212,"body":"was the target location or did you have"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":543.212,"endTime":547.582,"body":"a sort of choice of somewhere in, in a"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":543.212,"endTime":547.582,"body":"mirror or, or the Europe should I say?"},{"speaker":"Arie Hazekamp","startTime":548.582,"endTime":551.282,"body":"think the original"},{"speaker":"Arie Hazekamp","startTime":548.582,"endTime":551.282,"body":"target location was in the UK."},{"speaker":"Arie Hazekamp","startTime":552.282,"endTime":558.462,"body":"I've lived in London, kind of late"},{"speaker":"Arie Hazekamp","startTime":552.282,"endTime":558.462,"body":"nineties, early 2000s for a few years, I"},{"speaker":"Arie Hazekamp","startTime":558.962,"endTime":562.262,"body":"didn't really want to go back to London."},{"speaker":"Arie Hazekamp","startTime":562.263,"endTime":563.933,"body":"I personally like the cold."},{"speaker":"Arie Hazekamp","startTime":564.483,"endTime":565.623,"body":"My kids like the cold."},{"speaker":"Arie Hazekamp","startTime":565.673,"endTime":566.713,"body":"We like to ski."},{"speaker":"Arie Hazekamp","startTime":566.743,"endTime":569.863,"body":"I would have opted for a"},{"speaker":"Arie Hazekamp","startTime":566.743,"endTime":569.863,"body":"location in Northern Europe, but"},{"speaker":"Arie Hazekamp","startTime":569.863,"endTime":571.603,"body":"my wife really loves the sun."},{"speaker":"Arie Hazekamp","startTime":572.313,"endTime":573.163,"body":"She loves beach."},{"speaker":"Arie Hazekamp","startTime":573.663,"endTime":576.933,"body":"Spain offers us that and it's central."},{"speaker":"Arie Hazekamp","startTime":576.983,"endTime":579.333,"body":"So, so Barcelona was, was a good choice."},{"speaker":"Tom Morgan","startTime":579.893,"endTime":580.313,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":580.393,"endTime":580.543,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":580.543,"endTime":580.863,"body":"It's good."},{"speaker":"Tom Morgan","startTime":581.043,"endTime":583.713,"body":"Easy to get to lots of other"},{"speaker":"Tom Morgan","startTime":581.043,"endTime":583.713,"body":"places from Barcelona for sure."},{"speaker":"Tom Morgan","startTime":583.773,"endTime":585.003,"body":"But yes, and it is a beautiful city."},{"speaker":"Tom Morgan","startTime":585.003,"endTime":585.443,"body":"You're right."},{"speaker":"Tom Morgan","startTime":585.493,"endTime":585.843,"body":"Yes."},{"speaker":"Tom Morgan","startTime":585.913,"endTime":586.613,"body":"Not jealous at all."},{"speaker":"Tom Morgan","startTime":587.233,"endTime":587.443,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":587.443,"endTime":590.853,"body":"So now you're, so now you're a"},{"speaker":"Tom Morgan","startTime":587.443,"endTime":590.853,"body":"senior partner solutions architect."},{"speaker":"Tom Morgan","startTime":590.873,"endTime":591.403,"body":"What is that?"},{"speaker":"Tom Morgan","startTime":591.413,"endTime":592.543,"body":",  what does a partner essay do?"},{"speaker":"Arie Hazekamp","startTime":593.043,"endTime":597.413,"body":"So for AWS,"},{"speaker":"Arie Hazekamp","startTime":593.043,"endTime":597.413,"body":"partners are incredibly important."},{"speaker":"Arie Hazekamp","startTime":598.053,"endTime":603.583,"body":"You know, partners allow us to"},{"speaker":"Arie Hazekamp","startTime":598.053,"endTime":603.583,"body":"scale partners provide really"},{"speaker":"Arie Hazekamp","startTime":603.583,"endTime":605.433,"body":"valuable services to customers."},{"speaker":"Arie Hazekamp","startTime":605.453,"endTime":612.833,"body":"Partners build amazing solutions on top"},{"speaker":"Arie Hazekamp","startTime":605.453,"endTime":612.833,"body":"of AWS services as a partner solution"},{"speaker":"Arie Hazekamp","startTime":612.833,"endTime":617.433,"body":"architect, my role is, you know, if"},{"speaker":"Arie Hazekamp","startTime":612.833,"endTime":617.433,"body":"I could put it into one sentence,"},{"speaker":"Arie Hazekamp","startTime":617.483,"endTime":619.853,"body":"it's to make partners successful."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":620.473,"endTime":622.903,"body":"So partners like yourselves that are"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":623.403,"endTime":628.293,"body":"focused or not solely focused, but are"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":623.403,"endTime":628.293,"body":"focused on Amazon Connect as an example,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":628.873,"endTime":634.663,"body":"I'm there for technical assistance,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":628.873,"endTime":634.663,"body":"technical enablement, helping you"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":635.233,"endTime":641.092,"body":"understand roadmap, helping you with"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":635.233,"endTime":641.092,"body":"your strategy on solutions you may build."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":641.663,"endTime":643.853,"body":"Building your center of excellence."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":643.863,"endTime":647.983,"body":"So your practice, a big part"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":643.863,"endTime":647.983,"body":"of the role is also helping"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":647.983,"endTime":650.723,"body":"partners achieve competencies."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":651.273,"endTime":656.163,"body":"So in Amazon connect space, that"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":651.273,"endTime":656.163,"body":"would be service delivery program."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":656.663,"endTime":658.383,"body":"It could be connect ready."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":658.603,"endTime":664.663,"body":"It could be helping a partner get a"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":658.603,"endTime":664.663,"body":"solution, through technical review and"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":664.683,"endTime":666.273,"body":"get it published on our marketplace."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":667.048,"endTime":670.758,"body":"Where customers can easily"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":667.048,"endTime":670.758,"body":"transact and consume."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":671.758,"endTime":678.038,"body":"We also have quite a big role of"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":671.758,"endTime":678.038,"body":"acting as trusted advisors, not only"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":678.038,"endTime":680.048,"body":"to the partner, but to customers too."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":680.548,"endTime":684.438,"body":"Providing thought leadership"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":680.548,"endTime":684.438,"body":"through things like a podcast like"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":684.438,"endTime":686.488,"body":"this, maybe summits blog posts."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":687.488,"endTime":691.188,"body":"These are all areas where we try"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":687.488,"endTime":691.188,"body":"and contribute to the community."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":691.688,"endTime":695.128,"body":"We run an office hours with"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":691.688,"endTime":695.128,"body":"partners monthly to again,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":695.128,"endTime":697.378,"body":"try and build that community."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":697.878,"endTime":702.498,"body":"And I think lastly, we are"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":697.878,"endTime":702.498,"body":"also a mechanism for partners."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":703.108,"endTime":709.468,"body":"as well as customers to feed back to the"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":703.108,"endTime":709.468,"body":"service teams who build the solutions."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":710.468,"endTime":715.178,"body":"You know, within Amazon and AWS"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":710.468,"endTime":715.178,"body":"customer obsession, it's one"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":715.178,"endTime":716.658,"body":"of our leadership principles."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":717.508,"endTime":724.098,"body":"Up to 90 95 percent of our roadmaps"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":717.508,"endTime":724.098,"body":"are built based on customer feedback."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":724.668,"endTime":728.238,"body":"So it's really important for us to"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":724.668,"endTime":728.238,"body":"be able to bring that through to"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":728.568,"endTime":731.668,"body":"the service team as well as bring"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":728.568,"endTime":731.668,"body":"the service team closer to partners."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":732.053,"endTime":753.652,"body":"Absolutely."},{"speaker":"Alex Baker","startTime":753.713,"endTime":754.443,"body":"you get that."},{"speaker":"Alex Baker","startTime":754.683,"endTime":759.813,"body":"Customer feedback from the, the preview"},{"speaker":"Alex Baker","startTime":754.683,"endTime":759.813,"body":"stage, which is probably a good few months"},{"speaker":"Alex Baker","startTime":759.823,"endTime":764.703,"body":"where they're sort of putting it into POC"},{"speaker":"Alex Baker","startTime":759.823,"endTime":764.703,"body":"and possibly even production workloads."},{"speaker":"Alex Baker","startTime":765.113,"endTime":767.723,"body":"We were speculating on whether"},{"speaker":"Alex Baker","startTime":765.113,"endTime":767.723,"body":"that that customer input really"},{"speaker":"Alex Baker","startTime":767.723,"endTime":770.923,"body":"drives how it looks when it comes"},{"speaker":"Alex Baker","startTime":767.723,"endTime":770.923,"body":"to generally available, whether it"},{"speaker":"Alex Baker","startTime":770.923,"endTime":772.773,"body":"sort of changes the features at all."},{"speaker":"Arie Hazekamp","startTime":773.283,"endTime":776.263,"body":"The customer"},{"speaker":"Arie Hazekamp","startTime":773.283,"endTime":776.263,"body":"feedback is incredibly important."},{"speaker":"Tom Morgan","startTime":776.513,"endTime":778.603,"body":"It's such a"},{"speaker":"Tom Morgan","startTime":776.513,"endTime":778.603,"body":"good position to be in."},{"speaker":"Tom Morgan","startTime":778.603,"endTime":782.233,"body":"I think as a solution architect,"},{"speaker":"Tom Morgan","startTime":778.603,"endTime":782.233,"body":"you've kind of at that linchpin of that"},{"speaker":"Tom Morgan","startTime":782.243,"endTime":787.343,"body":"triangle of partners, customers, and"},{"speaker":"Tom Morgan","startTime":782.243,"endTime":787.343,"body":"then in the internal engineering teams."},{"speaker":"Tom Morgan","startTime":787.343,"endTime":790.453,"body":"Cause I imagine you have great access"},{"speaker":"Tom Morgan","startTime":787.343,"endTime":790.453,"body":"into those teams as well , it's"},{"speaker":"Tom Morgan","startTime":790.463,"endTime":793.463,"body":"quite hard for each of those groups"},{"speaker":"Tom Morgan","startTime":790.463,"endTime":793.463,"body":"necessarily to talk to each other."},{"speaker":"Tom Morgan","startTime":793.563,"endTime":796.653,"body":"You know, all the time,"},{"speaker":"Tom Morgan","startTime":793.563,"endTime":796.653,"body":"certainly openly and technically."},{"speaker":"Tom Morgan","startTime":796.983,"endTime":799.833,"body":"But actually you, you can do that"},{"speaker":"Tom Morgan","startTime":796.983,"endTime":799.833,"body":"translation if you like between what"},{"speaker":"Tom Morgan","startTime":799.833,"endTime":803.703,"body":"the customers are saying, what the"},{"speaker":"Tom Morgan","startTime":799.833,"endTime":803.703,"body":"partners are offering and where, you"},{"speaker":"Tom Morgan","startTime":803.703,"endTime":805.153,"body":"know, Amazon can fill in the gaps."},{"speaker":"Tom Morgan","startTime":805.333,"endTime":807.303,"body":","},{"speaker":"Tom Morgan","startTime":805.333,"endTime":807.303,"body":"Arie Hazekamp: Yeah, Great summary."},{"speaker":"Tom Morgan","startTime":807.738,"endTime":809.238,"body":"Sounds like"},{"speaker":"Tom Morgan","startTime":807.738,"endTime":809.238,"body":"a, sounds like a good job."},{"speaker":"Tom Morgan","startTime":809.548,"endTime":810.448,"body":"How does it work?"},{"speaker":"Tom Morgan","startTime":810.948,"endTime":815.078,"body":"It's a, presumably it's a worldwide"},{"speaker":"Tom Morgan","startTime":810.948,"endTime":815.078,"body":"thing that the idea of having partner"},{"speaker":"Tom Morgan","startTime":815.078,"endTime":818.608,"body":"essays there's a, I know there's"},{"speaker":"Tom Morgan","startTime":815.078,"endTime":818.608,"body":"something about partnership tiers."},{"speaker":"Tom Morgan","startTime":819.058,"endTime":822.288,"body":"Should you worry about that as a company"},{"speaker":"Tom Morgan","startTime":819.058,"endTime":822.288,"body":"or is it just based on your size you"},{"speaker":"Tom Morgan","startTime":822.288,"endTime":826.698,"body":"fall into a particular tier  or is it"},{"speaker":"Tom Morgan","startTime":822.288,"endTime":826.698,"body":"something companies should take note of?"},{"speaker":"Arie Hazekamp","startTime":827.198,"endTime":830.068,"body":"I don't"},{"speaker":"Arie Hazekamp","startTime":827.198,"endTime":830.068,"body":"really, I don't think so."},{"speaker":"Arie Hazekamp","startTime":830.308,"endTime":834.008,"body":"You know, the partner essay team"},{"speaker":"Arie Hazekamp","startTime":830.308,"endTime":834.008,"body":"is, as you said, it's global."},{"speaker":"Arie Hazekamp","startTime":834.118,"endTime":839.288,"body":"So there will be equivalence"},{"speaker":"Arie Hazekamp","startTime":834.118,"endTime":839.288,"body":"of me in North America, in APJ."},{"speaker":"Arie Hazekamp","startTime":839.788,"endTime":844.608,"body":"And we are, you know, as I said, we are"},{"speaker":"Arie Hazekamp","startTime":839.788,"endTime":844.608,"body":"there to help make partners successful."},{"speaker":"Arie Hazekamp","startTime":844.818,"endTime":850.788,"body":"So as long as the partner is part of our"},{"speaker":"Arie Hazekamp","startTime":844.818,"endTime":850.788,"body":"partner network we are there to help now."},{"speaker":"Arie Hazekamp","startTime":850.788,"endTime":852.938,"body":"The level of help might"},{"speaker":"Arie Hazekamp","startTime":850.788,"endTime":852.938,"body":"be different, right?"},{"speaker":"Arie Hazekamp","startTime":853.688,"endTime":860.468,"body":"Someone that is relatively new and just"},{"speaker":"Arie Hazekamp","startTime":853.688,"endTime":860.468,"body":"starting off with connect might get"},{"speaker":"Arie Hazekamp","startTime":860.468,"endTime":867.018,"body":"certain focus where another partner that's"},{"speaker":"Arie Hazekamp","startTime":860.468,"endTime":867.018,"body":"kind of well established and is diving"},{"speaker":"Arie Hazekamp","startTime":867.048,"endTime":872.158,"body":"really deep into certain features might"},{"speaker":"Arie Hazekamp","startTime":867.048,"endTime":872.158,"body":"get a different level of But ultimately"},{"speaker":"Arie Hazekamp","startTime":872.778,"endTime":879.688,"body":"I want the customer using our CX services"},{"speaker":"Arie Hazekamp","startTime":872.778,"endTime":879.688,"body":"to be happy and to do that, I help the"},{"speaker":"Arie Hazekamp","startTime":879.688,"endTime":882.588,"body":"partner to deliver the best they can."},{"speaker":"Tom Morgan","startTime":883.013,"endTime":884.463,"body":"I think that"},{"speaker":"Tom Morgan","startTime":883.013,"endTime":884.463,"body":"totally makes sense as well."},{"speaker":"Tom Morgan","startTime":884.463,"endTime":887.283,"body":"Like if you're, you know, if you're a"},{"speaker":"Tom Morgan","startTime":884.463,"endTime":887.283,"body":"small size organization, you're just"},{"speaker":"Tom Morgan","startTime":887.283,"endTime":892.073,"body":"starting out, like you, you need to, you"},{"speaker":"Tom Morgan","startTime":887.283,"endTime":892.073,"body":"need to dig into like the, the work that"},{"speaker":"Tom Morgan","startTime":892.093,"endTime":896.283,"body":"you do in the community, like the, the"},{"speaker":"Tom Morgan","startTime":892.093,"endTime":896.283,"body":"stuff you do that has broad reach as well,"},{"speaker":"Tom Morgan","startTime":896.283,"endTime":897.943,"body":"because like that stuff really helped."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":897.983,"endTime":898.923,"body":"There's a lot of resources"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":898.923,"endTime":900.033,"body":"out there as well."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":900.393,"endTime":904.703,"body":"It's unrealistic to expect like a"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":900.393,"endTime":904.703,"body":"dedicated one on one time all the time."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":905.213,"endTime":908.743,"body":"But as you grow, like, yeah, as you"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":905.213,"endTime":908.743,"body":"say, or you get into specialisms, like"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":908.913,"endTime":912.813,"body":"we know partners we know we've  spoken"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":908.913,"endTime":912.813,"body":"with partners on this podcast that have"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":912.813,"endTime":914.843,"body":"deep specialisms in particular areas."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":915.043,"endTime":916.733,"body":"So yeah, that completely makes sense."},{"speaker":"Alex Baker","startTime":917.183,"endTime":920.873,"body":"The great thing is that you"},{"speaker":"Alex Baker","startTime":917.183,"endTime":920.873,"body":"mentioned your, your office hours sessions"},{"speaker":"Alex Baker","startTime":920.903,"endTime":925.503,"body":"that you run Arie, and as far as I'm"},{"speaker":"Alex Baker","startTime":920.903,"endTime":925.503,"body":"aware, they're, they're open to any, any"},{"speaker":"Alex Baker","startTime":925.503,"endTime":930.633,"body":"partner you know, irrespective of size"},{"speaker":"Alex Baker","startTime":925.503,"endTime":930.633,"body":"experience, they can join those and get"},{"speaker":"Alex Baker","startTime":930.673,"endTime":934.563,"body":"that great insight into what's going on"},{"speaker":"Alex Baker","startTime":930.673,"endTime":934.563,"body":"in the world of connect at the moment,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":935.063,"endTime":935.813,"body":"Absolutely."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":936.183,"endTime":941.443,"body":"And,  one of the things any partner"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":936.183,"endTime":941.443,"body":"out there that is, is kind of thinking"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":941.493,"endTime":943.853,"body":"of starting to look at what AWS does."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":944.373,"endTime":950.893,"body":"We have so much free training,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":944.373,"endTime":950.893,"body":"free capability for you to"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":950.923,"endTime":952.673,"body":"onboard and upskill yourself."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":952.723,"endTime":952.783,"body":"Thank you."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":953.563,"endTime":958.243,"body":"And that, you know, goes from"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":953.563,"endTime":958.243,"body":"kind of skill builder training"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":958.273,"endTime":960.923,"body":"modules to workshops to blog posts."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":961.743,"endTime":965.613,"body":"Our admin guide is really,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":961.743,"endTime":965.613,"body":"really good and thorough."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":966.493,"endTime":969.313,"body":"So there's a lot for a partner to consume."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":969.933,"endTime":973.643,"body":"And then on top of that, as you"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":969.933,"endTime":973.643,"body":"said, you know, you need a credit"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":973.703,"endTime":975.553,"body":"card to set up an AWS account."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":976.223,"endTime":978.703,"body":"It takes you 10 minutes"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":976.223,"endTime":978.703,"body":"to spin up Amazon Connect."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":979.203,"endTime":981.993,"body":"And off you go, build and explore."},{"speaker":"Alex Baker","startTime":982.493,"endTime":984.163,"body":"the skill builder"},{"speaker":"Alex Baker","startTime":982.493,"endTime":984.163,"body":"one's a great one as well."},{"speaker":"Alex Baker","startTime":984.163,"endTime":989.573,"body":"I, I find it amazing that, you know, I"},{"speaker":"Alex Baker","startTime":984.163,"endTime":989.573,"body":"could spend all of my time every day,"},{"speaker":"Alex Baker","startTime":989.573,"endTime":991.733,"body":"every week doing skill builder courses."},{"speaker":"Alex Baker","startTime":991.733,"endTime":993.823,"body":"There's, there's just"},{"speaker":"Alex Baker","startTime":991.733,"endTime":993.823,"body":"so much stuff in there."},{"speaker":"Alex Baker","startTime":993.823,"endTime":995.453,"body":"It's, it's quite incredible."},{"speaker":". Arie Hazekamp","startTime":996.003,"endTime":996.933,"body":"Keep an eye out."},{"speaker":". Arie Hazekamp","startTime":996.993,"endTime":1001.638,"body":"There's in, in, in the next 12 months"},{"speaker":". Arie Hazekamp","startTime":996.993,"endTime":1001.638,"body":"or so, there's a lot of new content"},{"speaker":". Arie Hazekamp","startTime":1001.638,"endTime":1004.428,"body":"that'll be specifically in CX coming"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1004.598,"endTime":1004.958,"body":"Nice."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1005.258,"endTime":1005.678,"body":"Nice."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1005.728,"endTime":1006.088,"body":"Okay."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1006.148,"endTime":1006.388,"body":"Definitely."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1006.398,"endTime":1006.788,"body":"Definitely."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1006.788,"endTime":1007.508,"body":"Keep an eye out for that."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1008.128,"endTime":1009.368,"body":"I don't want to give you more work."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1009.468,"endTime":1013.248,"body":"But , do you think companies and this"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1009.468,"endTime":1013.248,"body":"might be partners might be customers?"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1013.258,"endTime":1014.818,"body":"Do you think they use their partner?"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1014.818,"endTime":1019.348,"body":"I say, effectively, like in general,"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1014.818,"endTime":1019.348,"body":"or do you think they could do more?"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1019.348,"endTime":1022.778,"body":"And if so, what, what should"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1019.348,"endTime":1022.778,"body":"companies do to make the best"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1022.898,"endTime":1024.818,"body":"use of their, their partner?"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1024.818,"endTime":1025.332,"body":"I say, Okay."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1026.003,"endTime":1027.113,"body":"It's a difficult question."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1028.113,"endTime":1033.573,"body":"We have many partners like yourselves"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1028.113,"endTime":1033.573,"body":"that really lean in and really engage"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1033.593,"endTime":1040.343,"body":"a lot that is built on mutual trust"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1033.593,"endTime":1040.343,"body":"between the partner SA and partner."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1040.893,"endTime":1044.523,"body":"I think one of the things that, that"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1040.893,"endTime":1044.523,"body":"is, is fairly important for partners"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1044.563,"endTime":1050.003,"body":"to understand is as a partner SA, I'm"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1044.563,"endTime":1050.003,"body":"really there to help the end customer."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1050.568,"endTime":1052.918,"body":"Help the partner solve"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1050.568,"endTime":1052.918,"body":"for the end customer."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1053.628,"endTime":1055.398,"body":"I'm not involved with commercials."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1055.508,"endTime":1058.638,"body":"That is something for the"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1055.508,"endTime":1058.638,"body":"account management team."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1059.288,"endTime":1064.398,"body":"So I would encourage partners to,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1059.288,"endTime":1064.398,"body":"to definitely lean in, even if it's"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1064.398,"endTime":1069.458,"body":"just to check in and keep those"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1064.398,"endTime":1069.458,"body":"relationships going, it definitely helps."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1070.043,"endTime":1075.863,"body":"Do that, if I'll give you an example"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1070.043,"endTime":1075.863,"body":"that maybe there's a new opportunity"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1075.893,"endTime":1082.193,"body":"that AWS knows about, we have various"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1075.893,"endTime":1082.193,"body":"mechanisms, obviously, to look at which"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1082.213,"endTime":1087.313,"body":"partners are best suited for that,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1082.213,"endTime":1087.313,"body":"but a partner that is not engaging"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1087.813,"endTime":1090.253,"body":"is almost invisible, essentially."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1090.753,"endTime":1091.723,"body":"Yeah, absolutely."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1091.893,"endTime":1093.303,"body":", it completely makes sense to engage."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1093.303,"endTime":1097.493,"body":"I think it, if only, I mean, for so many"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1093.303,"endTime":1097.493,"body":"reasons, like the technical just stay"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1097.493,"endTime":1101.953,"body":"on top of what's happening, having a"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1097.493,"endTime":1101.953,"body":"technical ear to bounce ideas off and"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1101.953,"endTime":1105.253,"body":"just say, look, with this, like, if"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1101.953,"endTime":1105.253,"body":"we did, we think you're doing this is."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1105.628,"endTime":1108.098,"body":"Do you, you know, would"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1105.628,"endTime":1108.098,"body":"you hate us if we did this?"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1108.098,"endTime":1111.298,"body":"Like, you know, or yeah, like, and"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1108.098,"endTime":1111.298,"body":"you might be like, well, I can't"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1111.318,"endTime":1114.068,"body":"really tell you about a roadmap, but"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1111.318,"endTime":1114.068,"body":"you know, like maybe don't do that."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1114.338,"endTime":1116.578,"body":"You know, or like, you know, look"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1114.338,"endTime":1116.578,"body":"out for things that are coming"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1116.588,"endTime":1118.338,"body":"or yes, that's a great idea."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1118.338,"endTime":1120.728,"body":"And by the way, I've got three"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1118.338,"endTime":1120.728,"body":"customers who asked for that last week."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1121.073,"endTime":1125.493,"body":"Great, you know so absolutely I I'd"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1121.073,"endTime":1125.493,"body":"second that, you know, use your partner."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1125.493,"endTime":1129.613,"body":"I say, I think because you're certainly"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1125.493,"endTime":1129.613,"body":"for us, you're a very useful resource"},{"speaker":"Alex Baker","startTime":1130.173,"endTime":1134.473,"body":"It's sometimes nice to,"},{"speaker":"Alex Baker","startTime":1130.173,"endTime":1134.473,"body":"to know where or where not to focus"},{"speaker":"Alex Baker","startTime":1134.743,"endTime":1138.483,"body":"your, your effort, perhaps if you're"},{"speaker":"Alex Baker","startTime":1134.743,"endTime":1138.483,"body":"developing something you might find"},{"speaker":"Alex Baker","startTime":1138.483,"endTime":1142.633,"body":"out is, is then in the roadmap, which"},{"speaker":"Alex Baker","startTime":1138.483,"endTime":1142.633,"body":"might be released as a native product."},{"speaker":"Alex Baker","startTime":1142.643,"endTime":1144.983,"body":"It might mean that you, you"},{"speaker":"Alex Baker","startTime":1142.643,"endTime":1144.983,"body":"spend a little bit less time"},{"speaker":"Alex Baker","startTime":1144.983,"endTime":1146.603,"body":"sort of fully developing that."},{"speaker":"Alex Baker","startTime":1146.883,"endTime":1150.483,"body":"It's useful to get that, that"},{"speaker":"Alex Baker","startTime":1146.883,"endTime":1150.483,"body":"view of what's coming, coming"},{"speaker":"Alex Baker","startTime":1150.483,"endTime":1151.683,"body":"down the pipeline later on."},{"speaker":"Tom Morgan","startTime":1152.183,"endTime":1152.743,"body":"absolutely."},{"speaker":"Tom Morgan","startTime":1153.423,"endTime":1155.743,"body":"I wanted to touch a little bit on, on how."},{"speaker":"Tom Morgan","startTime":1155.988,"endTime":1158.808,"body":"You see the market cause you see"},{"speaker":"Tom Morgan","startTime":1155.988,"endTime":1158.808,"body":"it from lots of different lenses."},{"speaker":"Tom Morgan","startTime":1158.868,"endTime":1161.378,"body":"As we sort of talked about earlier,"},{"speaker":"Tom Morgan","startTime":1158.868,"endTime":1161.378,"body":"you, you've got these different"},{"speaker":"Tom Morgan","startTime":1161.378,"endTime":1164.578,"body":"views into partner, partner"},{"speaker":"Tom Morgan","startTime":1161.378,"endTime":1164.578,"body":"world, customer world, and then"},{"speaker":"Tom Morgan","startTime":1164.578,"endTime":1166.838,"body":"internally to the engineering team."},{"speaker":"Tom Morgan","startTime":1167.418,"endTime":1171.318,"body":"How do you see this market and how,"},{"speaker":"Tom Morgan","startTime":1167.418,"endTime":1171.318,"body":"how has connect, I mean, you've sort"},{"speaker":"Tom Morgan","startTime":1171.318,"endTime":1175.058,"body":"of referenced your, where you've come"},{"speaker":"Tom Morgan","startTime":1171.318,"endTime":1175.058,"body":"from and coming from those kind of on"},{"speaker":"Tom Morgan","startTime":1175.058,"endTime":1177.018,"body":"premise sort of legacy contact centers."},{"speaker":"Tom Morgan","startTime":1177.718,"endTime":1182.308,"body":"How has connect changed how"},{"speaker":"Tom Morgan","startTime":1177.718,"endTime":1182.308,"body":"people buy contact centers?"},{"speaker":"Tom Morgan","startTime":1182.358,"endTime":1184.098,"body":"Like, are you seeing that?"},{"speaker":"Tom Morgan","startTime":1184.588,"endTime":1188.968,"body":"That shift still happening,"},{"speaker":"Tom Morgan","startTime":1184.588,"endTime":1188.968,"body":"speeding up, slowing down."},{"speaker":"Tom Morgan","startTime":1188.998,"endTime":1190.238,"body":"Has it completely happened now?"},{"speaker":"Tom Morgan","startTime":1190.238,"endTime":1192.168,"body":"Like where, where are we on that?"},{"speaker":"Tom Morgan","startTime":1192.248,"endTime":1193.598,"body":"You know, what's your take on the market?"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1194.598,"endTime":1196.538,"body":"Look, I think we are kind of"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1196.548,"endTime":1201.318,"body":"still at early days of cloud"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1196.548,"endTime":1201.318,"body":"adoption across the board, right?"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1202.048,"endTime":1205.968,"body":"One thing that COVID did was."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1206.468,"endTime":1211.138,"body":"Suddenly there was this need for"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1206.468,"endTime":1211.138,"body":"these contact centers that didn't"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1211.138,"endTime":1217.518,"body":"exist a week before dealing with,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1211.138,"endTime":1217.518,"body":"with COVID related requests, a service"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1217.518,"endTime":1222.318,"body":"like Amazon connect was perfect for"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1217.518,"endTime":1222.318,"body":"that, spin it up very quickly, you"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1222.318,"endTime":1228.808,"body":"know, within days or hours getting"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1222.318,"endTime":1228.808,"body":"something going that served the public."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1229.308,"endTime":1231.768,"body":"So I still see that today."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1231.818,"endTime":1239.068,"body":"We, we had a A big financial institution"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1231.818,"endTime":1239.068,"body":"in South Africa who recently switched"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1239.068,"endTime":1245.578,"body":"their entire customer experience or"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1239.068,"endTime":1245.578,"body":"client care facility from a legacy system"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1246.078,"endTime":1247.798,"body":"to Amazon Connect within five days."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1248.298,"endTime":1251.568,"body":"Incredibly hard to do"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1248.298,"endTime":1251.568,"body":"with the old environments."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1251.983,"endTime":1255.843,"body":"But connect and cloud"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1251.983,"endTime":1255.843,"body":"allows you to do that."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1256.343,"endTime":1261.673,"body":"The important thing, though, is you need"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1256.343,"endTime":1261.673,"body":"to look at it almost with a clean slate."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1261.803,"endTime":1265.943,"body":"I used to have the slide that I used"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1261.803,"endTime":1265.943,"body":"to show of a blackboard with just"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1266.003,"endTime":1267.643,"body":"some, you know, chalk wiped off."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1268.143,"endTime":1272.933,"body":"It's so different from the traditional"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1268.143,"endTime":1272.933,"body":"way of doing business of implementing"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1272.983,"endTime":1279.189,"body":"a contact center that it's important"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1272.983,"endTime":1279.189,"body":"for customers to just keep that in"},{"speaker":"Alex Baker","startTime":1279.303,"endTime":1280.953,"body":"Do you find that."},{"speaker":"Alex Baker","startTime":1281.453,"endTime":1285.283,"body":"Because of the nature of connect and"},{"speaker":"Alex Baker","startTime":1281.453,"endTime":1285.283,"body":"how it works and the billing model"},{"speaker":"Alex Baker","startTime":1285.283,"endTime":1289.643,"body":"and everything that there is more"},{"speaker":"Alex Baker","startTime":1285.283,"endTime":1289.643,"body":"of a shift from that traditional"},{"speaker":"Alex Baker","startTime":1289.703,"endTime":1294.243,"body":"RFP type approach, which I'm sure"},{"speaker":"Alex Baker","startTime":1289.703,"endTime":1294.243,"body":"we've all sort of sat through these"},{"speaker":"Alex Baker","startTime":1294.243,"endTime":1297.703,"body":"massive questionnaires of does your"},{"speaker":"Alex Baker","startTime":1294.243,"endTime":1297.703,"body":"product do this, that and the other."},{"speaker":"Alex Baker","startTime":1298.288,"endTime":1302.398,"body":"Is it more that, that people will try"},{"speaker":"Alex Baker","startTime":1298.288,"endTime":1302.398,"body":"and source a contact center and kind"},{"speaker":"Alex Baker","startTime":1302.398,"endTime":1307.468,"body":"of do it incrementally by smaller,"},{"speaker":"Alex Baker","startTime":1302.398,"endTime":1307.468,"body":"doing smaller POCs and sort of taking"},{"speaker":"Alex Baker","startTime":1307.468,"endTime":1312.038,"body":"a, taking a bite off that, that bigger"},{"speaker":"Alex Baker","startTime":1307.468,"endTime":1312.038,"body":"transformation, or do you still see both?"},{"speaker":"Arie Hazekamp","startTime":1312.538,"endTime":1314.098,"body":"We"},{"speaker":"Arie Hazekamp","startTime":1312.538,"endTime":1314.098,"body":"definitely still see both."},{"speaker":"Arie Hazekamp","startTime":1314.748,"endTime":1323.471,"body":"I think a lot of that traditional  RFP"},{"speaker":"Arie Hazekamp","startTime":1314.748,"endTime":1323.471,"body":"style approach is,  driven by holding on"},{"speaker":"Arie Hazekamp","startTime":1323.501,"endTime":1325.741,"body":"to the way things have been always done."},{"speaker":"Arie Hazekamp","startTime":1325.951,"endTime":1329.241,"body":"Being trapped in that, that"},{"speaker":"Arie Hazekamp","startTime":1325.951,"endTime":1329.241,"body":"kind of way of thinking, right?"},{"speaker":"Arie Hazekamp","startTime":1329.741,"endTime":1333.461,"body":"For Connect, , we try and make it"},{"speaker":"Arie Hazekamp","startTime":1329.741,"endTime":1333.461,"body":"as easy as possible for a customer"},{"speaker":"Arie Hazekamp","startTime":1333.461,"endTime":1339.781,"body":"to spin something up, to move a bit"},{"speaker":"Arie Hazekamp","startTime":1333.461,"endTime":1339.781,"body":"of their workload to cloud while"},{"speaker":"Arie Hazekamp","startTime":1339.781,"endTime":1341.551,"body":"still keeping on premise going."},{"speaker":"Arie Hazekamp","startTime":1342.051,"endTime":1345.051,"body":"As we said, no upfront costs,"},{"speaker":"Arie Hazekamp","startTime":1342.051,"endTime":1345.051,"body":"it's easy and quick to do."},{"speaker":"Arie Hazekamp","startTime":1345.291,"endTime":1346.501,"body":"Switch it off if it doesn't work."},{"speaker":"Arie Hazekamp","startTime":1347.181,"endTime":1352.981,"body":"It will work and it, it, it does a really"},{"speaker":"Arie Hazekamp","startTime":1347.181,"endTime":1352.981,"body":"good job and we've got many mechanisms"},{"speaker":"Arie Hazekamp","startTime":1352.981,"endTime":1355.611,"body":"to help that migration to happen quicker."},{"speaker":"Arie Hazekamp","startTime":1356.331,"endTime":1360.211,"body":"I think we're going to see"},{"speaker":"Arie Hazekamp","startTime":1356.331,"endTime":1360.211,"body":"less of that traditional RFP."},{"speaker":"Arie Hazekamp","startTime":1360.881,"endTime":1365.201,"body":"But at the same time, you know,"},{"speaker":"Arie Hazekamp","startTime":1360.881,"endTime":1365.201,"body":"it's still there, unfortunately."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1365.921,"endTime":1367.201,"body":"Yeah, you've kind of got"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1367.211,"endTime":1368.271,"body":"to, got to deal with that."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1368.271,"endTime":1372.191,"body":"If it's, if it's a way of going"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1368.271,"endTime":1372.191,"body":"out to market, that's cool though."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1372.191,"endTime":1373.151,"body":"That's interesting."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1373.161,"endTime":1373.781,"body":"Getting your take on it."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1373.781,"endTime":1374.221,"body":"Thank you."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1374.626,"endTime":1378.336,"body":"We can't, well, you mentioned it earlier"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1374.626,"endTime":1378.336,"body":"anyway, Arie, we can't, we can't sort"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1378.336,"endTime":1382.556,"body":"of round off a podcast without having"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1378.336,"endTime":1382.556,"body":"gone into AI and gen AI a little bit."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1382.826,"endTime":1386.186,"body":"I had one question around that"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1382.826,"endTime":1386.186,"body":"in particular around the sort"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1386.186,"endTime":1387.666,"body":"of contact center use cases."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1387.676,"endTime":1392.511,"body":"So we we've got, we know that we"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1387.676,"endTime":1392.511,"body":"have Q, which is, Really nicely"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1392.511,"endTime":1394.171,"body":"embedded within Amazon connect."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1394.671,"endTime":1398.341,"body":"We've also got services like"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1394.671,"endTime":1398.341,"body":"Bedrock in the background , as a"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1398.351,"endTime":1402.211,"body":"wider AWS service, which we know"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1398.351,"endTime":1402.211,"body":"we can also integrate with connect."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1402.711,"endTime":1407.911,"body":"Talk to us a bit about which service makes"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1402.711,"endTime":1407.911,"body":"sense perhaps for, for which application"},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1407.911,"endTime":1409.461,"body":"in the contact center, if you can."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1409.961,"endTime":1412.701,"body":"So within the Amazon Connect"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1412.771,"endTime":1416.611,"body":"space, we look at a couple of"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1412.771,"endTime":1416.611,"body":"use cases for gerontive AI."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1416.611,"endTime":1418.921,"body":"You've touched on one of"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1416.611,"endTime":1418.921,"body":"them being agent assist."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1419.566,"endTime":1427.846,"body":"So Amazon Q and connect gives you a"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1419.566,"endTime":1427.846,"body":"really nice way to use large language"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1427.906,"endTime":1433.756,"body":"models and generative AI without"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1427.906,"endTime":1433.756,"body":"needing the expertise to kind of build"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1433.756,"endTime":1435.936,"body":"everything for agents assist capability."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1436.126,"endTime":1441.206,"body":"So as the customer, I say something large"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1436.126,"endTime":1441.206,"body":"language model understands what that"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1441.206,"endTime":1446.916,"body":"was, looks through your, your data and"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1441.206,"endTime":1446.916,"body":"presents the agent with some information."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1447.416,"endTime":1452.726,"body":"The other view is supervisor assist,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1447.416,"endTime":1452.726,"body":"things like call summarization agent"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1452.786,"endTime":1457.106,"body":"evaluations I'm sure I'm missing"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1452.786,"endTime":1457.106,"body":"a few here, but so supervisor"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1457.156,"endTime":1458.836,"body":"assist is another big area."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1459.616,"endTime":1463.426,"body":"And then you've got self service"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1459.616,"endTime":1463.426,"body":"or customer assist, which I think"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1463.666,"endTime":1468.666,"body":"for most businesses is the one that"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1463.666,"endTime":1468.666,"body":"they're kind of all lean to initially."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1468.916,"endTime":1469.106,"body":"I would."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1470.106,"endTime":1475.606,"body":"Caution and make sure that your"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1470.106,"endTime":1475.606,"body":"generative AI solution works"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1475.766,"endTime":1478.456,"body":"internally before you focus it outside."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1478.706,"endTime":1482.296,"body":"Once someone's had a bad experience"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1478.706,"endTime":1482.296,"body":"with, with, you know, maybe a"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1482.296,"endTime":1484.626,"body":"chatbot that goes rogue, very"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1484.841,"endTime":1485.161,"body":"true."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1485.601,"endTime":1486.001,"body":"So true."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1486.001,"endTime":1488.761,"body":"You get one, you get one chance"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1486.001,"endTime":1488.761,"body":"to make a good first impression."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1489.326,"endTime":1489.656,"body":"Yeah."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1490.576,"endTime":1494.576,"body":"So and then lastly is"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1490.576,"endTime":1494.576,"body":"around operational things."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1494.826,"endTime":1500.016,"body":"So we are seeing generative AI capability"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1494.826,"endTime":1500.016,"body":"being used as an example with Amazon"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1500.016,"endTime":1504.636,"body":"Lex, our chat bot, natural language,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1500.016,"endTime":1504.636,"body":"understanding service, using natural"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1504.646,"endTime":1506.656,"body":"language to describe what you want."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1507.196,"endTime":1511.306,"body":"And then the bot gets built automatically"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1507.196,"endTime":1511.306,"body":"in the backend being able to use."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1511.556,"endTime":1515.756,"body":"Generative AI to inform routing decisions."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1515.996,"endTime":1519.296,"body":"Also something, you know,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1515.996,"endTime":1519.296,"body":"it's kind of foundational."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1519.296,"endTime":1524.106,"body":"It's not the bright, sexy thing,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1519.296,"endTime":1524.106,"body":"but it adds a lot, a lot of value to"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1524.156,"endTime":1528.896,"body":"answer your question, Amazon queue"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1524.156,"endTime":1528.896,"body":"and connect very much internal facing."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1529.516,"endTime":1533.526,"body":"If you make use of Amazon bedrock"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1529.516,"endTime":1533.526,"body":"and the large language models that"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1533.596,"endTime":1539.596,"body":"sit behind that, it's a lot easier"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1533.596,"endTime":1539.596,"body":"to expose that out to your customers."},{"speaker":"Alex Baker","startTime":1539.846,"endTime":1541.286,"body":"Yeah, great"},{"speaker":"Alex Baker","startTime":1539.846,"endTime":1541.286,"body":"way of looking at it."},{"speaker":"Alex Baker","startTime":1541.286,"endTime":1541.696,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1541.806,"endTime":1548.046,"body":"And I love that it's made so easy with Q"},{"speaker":"Alex Baker","startTime":1541.806,"endTime":1548.046,"body":"in connect just to, you know, it's, it's"},{"speaker":"Alex Baker","startTime":1548.406,"endTime":1553.501,"body":"as easy as sort of taking a couple of"},{"speaker":"Alex Baker","startTime":1548.406,"endTime":1553.501,"body":"boxes and maybe, Adding a block into a"},{"speaker":"Alex Baker","startTime":1553.501,"endTime":1558.451,"body":"contact flow and you can set up your your,"},{"speaker":"Alex Baker","startTime":1553.501,"endTime":1558.451,"body":"your agent assist using Q, which is great."},{"speaker":"Alex Baker","startTime":1558.831,"endTime":1564.761,"body":"Also like the way that Bedrock is kind of"},{"speaker":"Alex Baker","startTime":1558.831,"endTime":1564.761,"body":"exposing all those different LLMs so that"},{"speaker":"Alex Baker","startTime":1564.771,"endTime":1568.561,"body":"you can sort of experiment with the best"},{"speaker":"Alex Baker","startTime":1564.771,"endTime":1568.561,"body":"one for, for your particular use case."},{"speaker":"Tom Morgan","startTime":1569.561,"endTime":1569.801,"body":"yes."},{"speaker":"Tom Morgan","startTime":1570.421,"endTime":1573.001,"body":"it's definitely, definitely"},{"speaker":"Tom Morgan","startTime":1570.421,"endTime":1573.001,"body":"exciting times, isn't it?"},{"speaker":"Tom Morgan","startTime":1573.001,"endTime":1576.861,"body":"And it feels like we're just getting"},{"speaker":"Tom Morgan","startTime":1573.001,"endTime":1576.861,"body":"started as well, which is interesting"},{"speaker":"Tom Morgan","startTime":1576.861,"endTime":1578.451,"body":"to see what the next 12 months brings."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1578.766,"endTime":1578.966,"body":"It's"},{"speaker":"Arie Hazekamp","startTime":1579.311,"endTime":1580.101,"body":"Absolutely."},{"speaker":"Arie Hazekamp","startTime":1580.631,"endTime":1581.421,"body":"Early days."},{"speaker":"Alex Baker","startTime":1582.496,"endTime":1584.376,"body":"was a real kind"},{"speaker":"Alex Baker","startTime":1582.496,"endTime":1584.376,"body":"of game changer, wasn't it?"},{"speaker":"Alex Baker","startTime":1584.376,"endTime":1589.646,"body":"And you, you look at kind of Lex bots"},{"speaker":"Alex Baker","startTime":1584.376,"endTime":1589.646,"body":"before the, the sort of introduction"},{"speaker":"Alex Baker","startTime":1589.646,"endTime":1592.976,"body":"of gen AI to them sometimes looked a"},{"speaker":"Alex Baker","startTime":1589.646,"endTime":1592.976,"body":"little bit prescriptive and maybe a"},{"speaker":"Alex Baker","startTime":1592.976,"endTime":1594.936,"body":"little bit sort of one dimensional."},{"speaker":"Alex Baker","startTime":1595.326,"endTime":1599.426,"body":"Now you sort of throw that, that"},{"speaker":"Alex Baker","startTime":1595.326,"endTime":1599.426,"body":"little flavor of gen AI into the mix."},{"speaker":"Alex Baker","startTime":1599.426,"endTime":1602.356,"body":"They, they become massively"},{"speaker":"Alex Baker","startTime":1599.426,"endTime":1602.356,"body":"more interactive, I think."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1603.356,"endTime":1605.606,"body":"I would, I would definitely also"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1605.606,"endTime":1609.476,"body":"just add that generative AI is not"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1605.606,"endTime":1609.476,"body":"the answer to everything, right?"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1609.896,"endTime":1616.476,"body":"So anybody looking at making use"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1609.896,"endTime":1616.476,"body":"of these services, understand your"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1616.476,"endTime":1620.171,"body":"use case, understand where the"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1616.476,"endTime":1620.171,"body":"generative AI is the right thing."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1620.421,"endTime":1622.851,"body":"Understand which model"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1620.421,"endTime":1622.851,"body":"is the right one to use."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1623.071,"endTime":1626.061,"body":"Look at the costs, look at the"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1623.071,"endTime":1626.061,"body":"security, look at, you know,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1626.521,"endTime":1627.881,"body":"everything that surrounds that."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1628.161,"endTime":1631.211,"body":"And very importantly your"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1628.161,"endTime":1631.211,"body":"solution's only as good as the"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1631.211,"endTime":1632.861,"body":"data that you, you give it, right?"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1633.701,"endTime":1637.481,"body":"So make sure your data's structured"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1633.701,"endTime":1637.481,"body":"correctly, it's in the right format,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1637.561,"endTime":1641.711,"body":"it's not conflicting information,"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1637.561,"endTime":1641.711,"body":"that type of thing will, will make"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1641.711,"endTime":1645.971,"body":"your onboarding and the solution you"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1641.711,"endTime":1645.971,"body":"present a lot easier to consume and"},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1645.971,"endTime":1647.641,"body":"a better, better experience overall."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1647.891,"endTime":1648.511,"body":"Absolutely."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1648.551,"endTime":1648.741,"body":"Yeah."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1648.741,"endTime":1649.591,"body":"Great, great advice."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1650.021,"endTime":1650.611,"body":"Yeah, definitely."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1650.781,"endTime":1653.921,"body":"This has been one of the fastest"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1650.781,"endTime":1653.921,"body":"30 minutes I've ever experienced."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1653.971,"endTime":1656.531,"body":"Could carry on talking about this"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1653.971,"endTime":1656.531,"body":"all the time, but it is time to"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1656.561,"endTime":1657.411,"body":"bring this episode to an end."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1657.731,"endTime":1659.216,"body":"Arie, thank you ever"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1657.731,"endTime":1659.216,"body":"so much for your time."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1659.616,"endTime":1659.836,"body":"Yeah."},{"speaker":"ACP_Episode_10-Alex-webcam-00h_00m_00s_439ms-StreamYard","startTime":1659.836,"endTime":1660.116,"body":"Thanks."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1660.606,"endTime":1660.996,"body":"Yeah."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1661.256,"endTime":1662.136,"body":"Absolute pleasure."},{"speaker":"ACP_Episode_10-Arie_Hazekamp-webcam-00h_00m_00s_515ms-StreamYard","startTime":1662.286,"endTime":1663.136,"body":"Anytime, gents."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1664.016,"endTime":1665.546,"body":"Thank you very much, Alex, as well."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1665.646,"endTime":1667.676,"body":"And thank you all for listening today."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1667.696,"endTime":1671.216,"body":"We've been talking about AWS partner"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1667.696,"endTime":1671.216,"body":"enablement with Arie Hasekamp."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1671.886,"endTime":1675.366,"body":"Next time on ACP, we're going to be"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1671.886,"endTime":1675.366,"body":"talking to another Amazon Connect staffer."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1675.426,"endTime":1678.256,"body":"So be sure to subscribe in"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1675.426,"endTime":1678.256,"body":"your favorite podcast player."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1678.266,"endTime":1679.586,"body":"That way you won't miss it."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1680.066,"endTime":1682.646,"body":"Whilst you're there, we'd love it"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1680.066,"endTime":1682.646,"body":"if you would rate and review us."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1682.686,"endTime":1685.726,"body":"And as a new podcast, if you have"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1682.686,"endTime":1685.726,"body":"colleagues that you think would benefit"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1685.726,"endTime":1687.246,"body":"from this content, please let them know."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1687.306,"endTime":1691.046,"body":"To find out more about how Cloud"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1687.306,"endTime":1691.046,"body":"Interact can help you on your contact"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1691.046,"endTime":1693.736,"body":"center journey, visit cloudinteract."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1693.736,"endTime":1694.016,"body":"io."},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1694.196,"endTime":1697.716,"body":"We're wrapping this call up now, and"},{"speaker":"ACP_Episode_10-Tom_Morgan-webcam-00h_00m_00s_779ms-StreamYard","startTime":1694.196,"endTime":1697.716,"body":"we'll connect with you next time."}]}