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Amazon Web Services’ Shalima Bhalla joins the podcast to discuss the partnership between AWS, Amazon Connect, and Calabrio. The pair talk advanced contact center tech and how it improves the agent and customer experience.
In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
Empowering Agents: Amazon Web Services & AI in Contact Centers
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[00:00:00] Dave Hoekstra: Welcome to Working Smarter, presented by Calabrio where we discuss contact center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. We're glad you're joining us to learn and grow together in order to provide world class customer service to each and every one of our clients.
[00:00:19] Dave Hoekstra: My name is Dave Hoekstra, product evangelist for Calabrio, and my guest today is Shalima Bhalla. Shalima is the global lead for Amazon Connect partner ecosystem, and Calabrio and Amazon work very closely together on many different things, and it's a great partnership and we are super excited to have Shalima join us today so we could talk a little bit about what Amazon Connect and AWS are doing for the general contact center population as well as Calabrio customers.
[00:00:47] Dave Hoekstra: So, Shalima, thanks so much for joining us, I want to kind of start out with one of the things that we talk about on a pretty common basis is the major trends that we're seeing in the contact center market, right? We started a few years ago with some of the major trends being, okay, we gotta figure out how to do this remote model and what do we do with the pandemic?
[00:01:07] Dave Hoekstra: And now that we're past a little bit of that, we're starting to see a little bit of normalcy. But I'm curious from your point of view what are some of those major trends that we're starting to see in the contact center market?
[00:01:17] Shalima Bhalla: First of all thank you Dave for the introductions and thanks for having me here on the podcast.
[00:01:22] Shalima Bhalla: That's a great question. There was a trend before the pandemic and there's a trend after the pandemic, right? And it's it's evolving pretty rapidly. There are a few trends that I have seen now. We are still not at normalcy, but, you know, a few trends that have emerged in last few years.
[00:01:41] Shalima Bhalla: The very first one is the remote workforce. Before the pandemic most of the companies, they were doing small scale remote agent work from home agent trials, and often they were interrupted by you know, customers concern around security incompatible technologies and processes. But with the pandemic, the remote workforce has accelerated quite a bit and the companies had to do adopt this new version of workforce that is remote pretty quickly and with limited resources.
[00:02:18] Shalima Bhalla: And the equation has shifted quite a bit now. Even the employees are expecting their employers to provide some sort of flexibility and if they're not providing that, they are going job hunting. So remote workforce is not an exception anymore. It's the new normal.
[00:02:36] Dave Hoekstra: Yeah, I definitely have seen quite a bit of that with, you know, talking to customers and even agents.
[00:02:41] Dave Hoekstra: If you can't provide that for me, then you know, it's the old problem the next contact center will, right? If I have experience in this area, it's not that hard for me to go out and find the next job where somebody will allow me to work remotely. And it's interesting, some of the benefits that come along with that.
[00:02:59] Dave Hoekstra: Right. We've now introduced the concept to the agents where hey, when the, when things are a little bit slow, I can get a load of laundry done or I can go and take, you know, take care of a child or something kind of in the middle of my day, and those benefits are just too enticing. And so I think the challenge is how do we make sure that contact center management understand, that ability is probably one of the number one trends that we're seeing in the overall workforce.
[00:03:24] Shalima Bhalla: Absolutely. And even for the employers, they save a lot of cost in terms of operations. They don't have to deal with real estate, and they don't have to have agents work from the office and confine them to, you know, nine, nine to five into the cubicles. The second trend from the contact center's perspective is the adoption of cloud technologies, right?
[00:03:48] Shalima Bhalla: Before pandemic. You know, the cloud adoption was there, but it was not widespread, right? Everyone remembers that peak of pandemic 2020 and 2021. The customers and most of the contact centers have to you know, migrate their on OnPrem infrastructures to, and also the processes security protocols to.
[00:04:14] Shalima Bhalla: Support their remote workforce. Right? And that meant that they had to make these changes very quickly. The clouds speed and scalability enabled them to do that, right? Especially in the ever changing and ever changing policies and stay at home orders. And the cloud technologies are here to stay Now, it's not that the
[00:04:38] Dave Hoekstra: I was gonna say and you know, not to steal any thunder from what we're gonna talk about a little bit later, but that's kind of one of the real strengths of what Amazon Connect can do. I mean, being able to spin up a context center really quickly, and I'm sure that quite a lot during the pandemic.
[00:04:51] Dave Hoekstra: You were challenged with that exact that exact trend, Right. Being able to say, what do we do? I remember having a discussion with some customers near, in the middle of the pandemic about how is the move for you guys? And it was so difficult, right? We had, we were forwarding phone calls to agent's, cell phones and things like that.
[00:05:11] Dave Hoekstra: It was, you know, so difficult to do the work from home. And then I talked to other customers and, you know, who had kind of planned for the cloud technology era. And they were like, Oh, it wasn't a big deal at all. We just, they just took their headset and their laptop and went home. You know? It's like that's what we want to encourage people out.
[00:05:28] Dave Hoekstra: Did you see a lot of that as well during the, during that timeframe?
[00:05:31] Shalima Bhalla: Absolutely, especially we saw that trend in the IVR space because they had to scale very quickly and they had no time to set up those complex implementations of on-prem infrastructure. They had to come up something in matter of like weeks.
[00:05:47] Shalima Bhalla: Especially with the pandemic, the call volume is also increasing because there's a lot of uncertainty around how you'd be handling your customers. So it started with that and then slowly expanded into the core of the contact center in terms of routing and also WFM technologies. You might have seen surge
[00:06:05] Shalima Bhalla: into the adoption of your cloud infrastructure that is Calabrio ONE on
[00:06:09] Shalima Bhalla: AWS.
[00:06:11] Dave Hoekstra: No question. No question that you know, we went from, I think it was something like 60% of everything kind of progressing towards the cloud to like 85%. And I think that number's even gotten higher since we, since the peak of that overall, you know, especially with a lot of organizations what we noticed a lot of, and I think you guys did too, there were a lot, there's a lot of response from
[00:06:35] Dave Hoekstra: covid specific contact centers, right? Testing facilities rapid response facilities, statewide organizations to deal with that pandemic response. And it was like, Hey can you maybe get this thing spun up in three days? We're like yeah, actually we can. Right? And it was kind of a neat way to be able to respond to some of the challenges.
[00:06:56] Dave Hoekstra: You know, I laugh all the time in my, industry with what I do, there's not often a, an opportunity for us to rapidly respond to something like that, right? There's not a lot, you know, not many people in my neighborhood or in my friend circle need contact center recording and workforce management.
[00:07:14] Dave Hoekstra: Right. It's not something that, but to be able to say, yeah, we were able to kind of really help out was actually a really good feeling. And, you know, the ability of the cloud ,to manage that had really had a big part. So what are some of the other, Yeah, what are, is there was there another trend that you were
[00:07:29] Shalima Bhalla: Yeah, absolutely.
[00:07:30] Shalima Bhalla: I think. It's not just because of the pandemic, but last few years is the adoption of AI and ML technologies. Not too far back In the past, many, like most of the people thought that AI and ML is here to take away their jobs. And there was a lot of negative connotation associated with artificial intelligence.
[00:07:51] Shalima Bhalla: But what we are seeing in last few years that there are new technologies and softwares that are emerging that are using these technologies in a very creative way. Right? And even in contact centers, we are seeing the adoption in this, in the cell service and also at agent assist. So it's not about, it's going to take away the jobs of, from the agents.
[00:08:12] Shalima Bhalla: But it's going to help agents to be more productive, empower them to provide more personalized service to the customers. So, so these are the, some of the widespread You know, our trends that we
[00:08:25] Dave Hoekstra: are seeing. Yeah. And so let's transition that into some of the challenges that now kind of spur from these trends.
[00:08:32] Dave Hoekstra: I'd like to stay on that one for a minute because AI and ML is such a fascinating thing. You know, you talked about the fear that AI and ML were going to remove these jobs. And in all honesty, all they've done is just reiterate how important they are because AI and ML is doing a great job of kind of taking away the easy stuff and what it's leaving is the really hard stuff that humans.
[00:08:56] Dave Hoekstra: need to be, you know, we still haven't quite cracked the code on how AI and ML can show empathy towards a customer or really process a really tough interaction. And so what it's done, I think, is to really actually improve the visibility of how important the human based assist part of AI and ML and what that leaves for the rest of us to manage before we get to Skynet taking over the world.
[00:09:22] Shalima Bhalla: Yeah. Yeah, absolutely. And as, as you said it's not that Since we are still working on the cracking the code of empathy, but agents are there to relate with our customers, how do we empower them to be more successful, right? So that's where AI and ML technologies are empowering our day-to-day task and making us
[00:09:43] Shalima Bhalla: more efficient and productive.
[00:09:46] Dave Hoekstra: Yeah. And I, and you see it now you know, I go to trade shows or I go to, you know, corp events and. AI and ML, it's everybody's making it the name of their company, let alone the technology. Right. So you see so much of those things aiming to make our industry better.
[00:10:05] Dave Hoekstra: And I'm just curious from your perspective we're talking about some of the challenges. What are some of the challenges in kind of, making that work towards the general populace? .
[00:10:17] Shalima Bhalla: So challenges in terms of AI and ml or in contact center in general? Well, let's
[00:10:22] Dave Hoekstra: start with AI and ML and then work our way towards contact centers.
[00:10:26] Shalima Bhalla: Yeah. So from AI and ML perspective, you know, first of as you said that as you're going to conferences and talking to different people in the industry, it's sort of a buzzword, right? And people are using it everywhere. But people, but the point is we still have not harnessed the complete power of this technology, right?
[00:10:48] Shalima Bhalla: This technology is based on data. If the outcome that you get using this technology is as good as the data you feed, but the problem is that data is not clean today, right? There is a, there's a vast majority of data available within the organizations, and you can really use it to get powerful outcomes.
[00:11:10] Shalima Bhalla: But the point is that we are not able to aggregate that data and feed it to this technology. So, we are still a long way to do so. And also you know, using your imagination how, where you can deploy these technologies to be more successful. So I think we still have to first overcome the basics that is having have to have cleaner data and make sure that we are integrating that data to feed into these technologies to get meaningful
[00:11:38] Shalima Bhalla: outcomes.
[00:11:38] Dave Hoekstra: Is another challenge you see around that, the idea of having enough data. I, you know, I can imagine, you know, a. 12,000 seat contact center taking, you know, you know, 10-20,000 calls a day and you know, 10,000 chats and 12,000 emails, all kind of contributing to the data set of AI. But what about the 50 seat contact center?
[00:12:02] Dave Hoekstra: Do they give enough data? To really leverage AI and ML?
[00:12:07] Shalima Bhalla: Oh, that's a very good question. Right? You do need vast amount of data to, for these models to work properly, right? But you can work for a larger scale and then work downwards. So what I'm saying is, for example, you work on a large corporation that has that vast amount of data to offer.
[00:12:33] Shalima Bhalla: You, make models, learn about that that like how to work in that particular scenario and use those models to work in a small scale environment in situations where the vast amount of data is not available, you can rely on the past records, right? It will take some time for those models to work, but you know, you can have those models learn what's happening in your environment based on past 60 days of data, 90 days of data, which means that you really have to wait for the technology to really learn and provide that outcome for some, you know, for 60 to 90 months.
[00:13:11] Shalima Bhalla: But, You know, there are workarounds available.
[00:13:15] Dave Hoekstra: Okay. 60 to 90 months. So , that's
[00:13:18] Shalima Bhalla: 60 to 90 days. Sorry, that's
[00:13:20] Dave Hoekstra: not, I was gonna say, it's starting to sound like the lease on my car. When you talk about the 60 to 90 months. No, 60
[00:13:27] Shalima Bhalla: to 90 days. But again, don't take my word for 60 to 90 days. You know, it could be more.
[00:13:32] Shalima Bhalla: It could be less based on what scenario it is.
[00:13:34] Dave Hoekstra: No, but that's that, You know, And it's funny I, you know, a lot of times when we start these podcasts, I don't necessarily intend for the conversation to go where it is, But this is a great little deep dive on AI and ML and how that works. Now let's expand it a little bit beyond into the larger picture.
[00:13:49] Dave Hoekstra: You know, we talked about some of the challenges of AI and ML. What challenges are out there that you see specific to the contact center? What other things that can be brought into the conversation.
[00:13:59] Shalima Bhalla: Yeah I think for contact centers the number one is the customer satisfaction. Right? And that's the number one outcome. And the bottom line for a contact center. And you know, if you look at some of the statistics that are publicly available there are about 30% of the calls in the contact center that are, that come from calls or issues that have not resolved in the past.
[00:14:29] Shalima Bhalla: Right. And even if the contact centers compensate for those callers, it takes seven positive experiences to convert one bad one. Right. And these statistics are publicly available. And what happens if the biggest differentiator these days is customer experience. If you're not providing a great customer experience, it not only be difficult to retain your existing customers, but also acquire new ones.
[00:15:00] Shalima Bhalla: So, that is one of the major factor for contact centers to consider. It's, there's no surprise here. The other aspect is that the customer experience is tightly correlated with agent experience. Yes. So if the agents are happy, customers are happy, If the agents are more productive and efficient and creative, that actually you can see that results in the customer satisfaction.
[00:15:29] Dave Hoekstra: Right. Happy agents equals happy customers. You do see that and but I think the biggest thing that we're seeing now is. The, I, I don't know if it's just the contact center model in general, but especially when you throw a global pandemic increased expectations is that it's getting harder and harder for the agent to deliver that experience consistently.
[00:15:52] Dave Hoekstra: Why do you think that is? So
[00:15:54] Shalima Bhalla: The thing with pandemic, and we were talking about this earlier, that organizations has to quickly adapt to this new trend and this new environment. And one of the, one of the the major changes, you know, agents are working from home and we had to. We means the companies had to adopt their technologies to and deliver same sort of services with a new set of technologies and tools.
[00:16:25] Shalima Bhalla: And that has resulted in suboptimal customer experience. Yes. Right. Because the tools are not, are disjointed because everything had to, you know, quickly put together to conform to the new regulations. And with that the onus is falling back on agents to fill that gap, right? So the agents are on the hook to deliver the optimal experience that once the customers were getting, Even
[00:16:50] Dave Hoekstra: though I have 17 different windows open, I have 33 different channels.
[00:16:53] Dave Hoekstra: Yeah. I have to worry about, I have a screaming child in the back room. I have you know, oh, I have my CSAT scores to worry about. I have my number of interactions handled to scores, worry about. I have NPS to worry about. I have sentiment analysis to worry about, Right? It's can I just help the customer?
[00:17:08] Dave Hoekstra: Can you please just let me help the customer? That's what I wanna do. Absolutely.
[00:17:11] Shalima Bhalla: Yeah. Absolutely. And and this has resulted in agent burnout. Yes. And you know, most companies have not even adopted tools to manage the agent experience, Right. They have been focusing on the customer experience, but the agent experience is not top of the priority.
[00:17:32] Shalima Bhalla: But Calabrio do provide a comprehensive set of tools to optimally manage agent experience. So do you wanna talk about like how Calabrio ONE is helping the customers manage that?
[00:17:46] Dave Hoekstra: Oh gosh I would love to that's kind of my job. Yeah, absolutely. You know, I think it's pretty cool because, you know, you can look at agent experience in a couple different ways.
[00:17:55] Dave Hoekstra: Me being a longtime kind of workforce management person to agent experience has often meant, you know, making sure that they have the proper tools available to them to make their schedule work, right? Like being able to easily adjust my schedule without having to jump through a lot of hoops.
[00:18:13] Dave Hoekstra: Whether that means just moving a break or a lunch or, you know, adding or removing hours from my day to kind of fit my schedule and requesting vacation time and schedule trades, right? A lot of focus on that from Calabrio in the last few years to really enable that top notch agent experience. But in other cases, Having been an agent back in my former life, the agent experience to me is how easy is it for me to get information delivered to me?
[00:18:43] Dave Hoekstra: Whether that's kind of in real time, like I came from the days where I used to have the notebook sitting on the desk right, with the tabs and the post-it notes, and oh, if somebody asks a question, I go to this. And now a lot of that is digital and making sure that the agent can get that information.
[00:18:58] Dave Hoekstra: But where it really is important for the agent like interfacing directly with the customer is eliminating the stress points. That cause my headaches throughout the day. And what I mean by that is using tools like Calabrio analytics to identify the issues that are problematic within the organization and dealing with them as opposed to sitting there and just kind of continuing to use the agent's personality and empathy to deal with a problem.
[00:19:31] Dave Hoekstra: Right. That's the way it's kind of traditionally been. If there was a shipping problem in the warehouse or if there's a problem with the website, it's apologize, show empathy, and you know, make sure the customer's taken care of. What if we just fix the dang problem? Right? How about that? How about we eliminate that?
[00:19:48] Dave Hoekstra: And that's what some of the tools that have. So while it doesn't directly impact the agent, In their, on what's happening on their screen. We really like to think that it impacts the agent's ability to kind of manage through the to let's focus their energy in places that really need it and not just on the same thing over and over again.
[00:20:08] Dave Hoekstra: That really kind of is painful. So, to answer your question, that's some of the things that Calabrio has done. I'm curious. I'll return the question since we're playing tennis here. Go back to you. What are the, what are some of the things that Amazon and Amazon Connect specifically have done to kind of make that agent experience really hit a home run?
[00:20:27] Dave Hoekstra: If we're mixing metaphors with sports here.
[00:20:29] Shalima Bhalla: First of all, I think from the, what Amazon Connect has done, it's two pronged, right? One is for the enterprises and second one for the Agents. I also wanna talk about enterprises also a little bit. Traditionally, if we have seen, and we touched on this a little bit earlier, that the organization, they don't know the experience of spinning up at contact center in like matter of two days or three days.
[00:20:53] Dave Hoekstra: Right? So, unheard
[00:20:55] Dave Hoekstra: of in the past. Absolutely unheard of,
[00:20:57] Shalima Bhalla: Especially in the contact center world. And when we talk about large contact centers or 20,000 agents or 30,000 agents, they can't, the companies can't even fathom that this is even possible. So that thought process, so Amazon Connect has challenged that process quite a bit.
[00:21:16] Shalima Bhalla: So it's just easy to, you know, a click of, it's as easy as click of a button. Right. Second is the the paper use model is transforming. I remember in the past when I was selling contact centers and I had customers that has seasonality, right? They were, they had a significant call volume in a particular
[00:21:40] Shalima Bhalla: time of the year, for example, the tax time or Mother's Day or you know, Father's Day or whatever. So, but these contact centers had to you know, size their infrastructure to accommodate that peak volume. Which only comes once or twice a
[00:21:59] Shalima Bhalla: year.
[00:22:00] Dave Hoekstra: Right. For like a week and a half.
[00:22:02] Shalima Bhalla: Exactly. And that's a very expensive proposition.
[00:22:05] Shalima Bhalla: So Amazon connect has just changed the game and you know, you can pay for what you use. And it's just you know, it has changed the way the contact centers have been doing business.
[00:22:17] Dave Hoekstra: Right? So, so never think about whether you have enough channels, whether you have enough lines, whether you have enough you know, incoming channels or lines, I guess is the same phrase.
[00:22:27] Dave Hoekstra: But never worry about that. Just handle what you need. Right. And then, you know, the usage is ramped up accordingly. I mean, I think that's such a great model. Never having to call anybody and say, Hey, can you add a hundred agents to my plan. Never having to go through that. It's just there.
[00:22:43] Dave Hoekstra: Right. And the way Amazon and Calabrio in conjunction with Amazon has ability to ramp up and ramp down, that has a dramatic impact. Now, okay. So you mentioned that's the enterprise side. What about the agent side? Specifically.
[00:22:58] Shalima Bhalla: So from the agent perspective, as you mentioned, that in the past agent had to juggle between five different screens to get the information for a customer and then enter the information from the customer into another system so they at any point in time, agent is juggling between three different screens.
[00:23:21] Shalima Bhalla: But Amazon Connect has simplified that experience. You. If you think about Amazon Connect, it is the software that Amazon, our parent company uses to support our customers. So when we thought about providing world class experience to our customers, there was no technology available in the market that would actually do what Amazon, our parent company wanted to do.
[00:23:48] Shalima Bhalla: So, Build our own technology to provide that experience to our customers. And we thought that, well, if we need them, you know, there are other companies out there who would need them, and that's how Amazon Connect came in picture. So, At the, with Amazon Connect, you know, in other platforms, it's very hard to figure out why the customer called before.
[00:24:14] Shalima Bhalla: What channels that the customer had interacted, did they you know, use web chat option before, or email before, and if they did, what was their experience? So Amazon Connect solves that and as soon as you know, the agent is connected to the customer, agent can quickly see that. What was, what were the previous interactions and what happened and how can I efficiently help them?
[00:24:40] Dave Hoekstra: Right. It just, it, to me, it kind of comes down to a pretty simple, you know, question is how do we remove the barriers to information, right? Whether we're talking about the agent accessing you know, past interactions and making sure that information there. How do we remove the barriers for them to, you know, work with their own schedule and get that work life balance?
[00:25:03] Dave Hoekstra: How do we remove the barriers from the enterprise to turn on, spin up and maintain? An a situation, right? And the easier we can make that process, the, it trickles down to the customer experience, right? If you're spending less time working here and less money working here, and then your agents are spending less time finding the information they need and getting the answers that they want, that translates into a positive customer experience.
[00:25:29] Dave Hoekstra: I mean, there are other factors, let's be clear, but that is that's pretty amazing. And I think, you know, we, you and I talked about this and there was one of the customers that, that we've worked in conjunction with Cazoo out of the UK they, they're a car buying service that allows people to just, you know, basically buy a car on the web.
[00:25:50] Dave Hoekstra: Like, you'd, like, you'd buy something from Amazon. You know, maybe you've heard of Amazon, I'm not sure. But you know, it, it's pretty amazing. And, you know, I maybe if you can speak just a little bit about what the problem was with Cazoo and then what they were able to turn around and do. I think that really illustrates what we're talking about here today.
[00:26:08] Shalima Bhalla: Absolutely. Kazu is a great great joined our customers. Cazoo almost doubled their workforce during pandemic and with all of the stay at home orders and everyone had to just, you know, group down in their houses. But they had a bigger problem in their hand that they wanted to adopt a technology that can, you know quickly.
[00:26:32] Shalima Bhalla: Be ready to support their to support their workforces, which is increasing rapidly. And when I say workforce. The contact center agents. So Amazon Connect was an obvious choice because as we discussed, it's the, you know, you can spin up an infrastructure in matter of weeks or even days. And they chose Amazon Connect with Calabrio ONE, which is on AWS as a cloud based solution.
[00:26:58] Shalima Bhalla: And. It provide them flexibility to you know, allow their, allow them the flexibility that how they will be managing their their remote agents. Right? Earlier they were not even using a workforce management technology. But they realized that with an expanding workforce, it would be very hard for them to maintain schedules and you know, forecast it.
[00:27:23] Shalima Bhalla: So they implemented Calabrio ONE with Amazon Connect as a solution to support their their expanding
[00:27:30] Dave Hoekstra: workforce. And not only that, I mean, we can talk about for days about how the kind of features and capabilities that they receive. But really the important part was how quickly it could be available to them, right?
[00:27:44] Dave Hoekstra: Be because you can't just tell your customers, Please stop calling until the pandemic is over because we just don't have the capability to do this. So it was very important to get this up and going quickly, and I think that's one of the larger talking points about the way the three organizations were able to work together.
[00:28:01] Dave Hoekstra: Absolutely. Absolutely. I think it's fantastic. And you know, Cazoo do not get me started on workforce management because we could be here for another 45 minutes and we wouldn't even, we wouldn't even scratch the surface. But I think it's such a great example of going back to what I was talking about, removing the barriers.
[00:28:17] Dave Hoekstra: Right? The old school barriers used to be, well, we have to buy servers, we have to turn on servers and we have to go the next direction. And as far as what those barriers are, we can slow those down a little bit and well, I guess not slow them down, we can speed them up, you know, depending on how you look at it.
[00:28:37] Dave Hoekstra: And really kind of turn it into a positive for these organizations. Well, Shalima, this has been an absolute pleasure. I can't thank Amazon AWS, Amazon Connect enough. It's so wonderful working with you all. You've been so great, through this entire process and such a great partner with Calabrio. We really enjoy the collaboration and ultimately, no matter What it really boils down to me and the rest of the team is that we can put a very viable solution in the hands of our customers that turn into a positive for them.
[00:29:06] Dave Hoekstra: Right? And that's what ultimately it all boils down to for everybody at Calabrio and everybody at Amazon connect and AWS. The ability for us to really turn this into something that they can use and that it has a positive impact, whether we're talking about Cazoo or any other customer out there that might be looking into this this potential group.
[00:29:24] Dave Hoekstra: So I wanna thank you for joining me. This has been an absolute pleasure. We really love working with Amazon and we want to keep that up. So I will say to you, I'll let you have the last word. Is there anything you want to to sing to the sing to the masses here as we close out this podcast episode?
[00:29:41] Shalima Bhalla: Absolutely. It was great talking to you. Thank you for having me. It was a great conversation. Calabrio is ,one of our most strategic partner, and we are looking forward to working together in the future. Thank
[00:29:53] Shalima Bhalla: you.
[00:29:53] Dave Hoekstra: Absolutely. Well, as always, Thank you so much to our listeners for spending some time with us.
[00:29:58] Dave Hoekstra: It always makes me feel just a little bit better every single day knowing that there's people out there that want to hear the message that Calabrio is bringing. Shalima, thank you so much for joining me. We appreciate it. We look forward to potentially having you on again later on down the road as we continue the partnership.
[00:30:13] Dave Hoekstra: And as always from Calabrio. Thank you guys so much. We do we do hope that you get a lot out of this. If you ever have ideas for a future podcast episode. Please do not hesitate to reach out to us. We are available @Calabrio.com and if you have more questions, obviously you it's a little bit of a big website, but you can always check out Amazon.com to find more.
[00:30:34] Dave Hoekstra: But I would say maybe go to Amazon Connect and look from that perspective. Otherwise, you might end up ordering 600 back scratchers like I did this morning. But appreciate it so much everybody. Have a great rest of your day. Have a great rest of your week and we will talk to you soon on the Working Smarter Podcast by Calabrio.Thanks everybody.