In this engaging episode of the Amazon Connect Podcast (ACP), hosts Tom Morgan and Alex Baker welcome Jonathan Boyd from Emite. Jonathan shares his unique journey from working in contact centers at British Telecom and Sky TV to becoming a leader in IT and CX, culminating in his current role overseeing product at Emite. Emite provides a CX analytics platform that helps businesses streamline and centralize their contact center data from multiple sources, like Amazon Connect, and visualize it to drive meaningful insights. Jonathan explains how Emite enables users to customize and self-serve dashboards, KPIs, and reports, simplifying the integration and analysis of complex CX data.
Jonathan discusses the growing importance of knowledge work in modern contact centers, where agents are evolving into “brand ambassadors” who must understand customer needs and provide valuable insights. He emphasizes Emite's focus on using AI cautiously and strategically, to help users unlock predictive analytics and navigate data through natural language processing, without over-complicating processes. He also introduces the concept of social capital, stressing the need for effective collaboration tools to ensure valuable knowledge flows seamlessly across organizations. Jonathan's insights highlight the critical role of integrated data analytics in empowering CX and improving productivity for contact center teams in a rapidly evolving digital landscape.