Simon Leyland
CEO and Co-Founder of CloudInteract, a UK Advanced AWS Partner focused on Amazon Connect, specialising in contact centre transformations and agentic AI deployments.
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Mar 12, 2026 • 19min
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren't They?
Simon Leyland, CEO and Co-Founder of CloudInteract, a UK AWS partner focused on Amazon Connect and agentic AI. He discusses why contact centres face a newspaper-like inflection point, how 60–70% of calls are simple and ripe for automation, and what’s required to scale AI deflection including data, platforms, and change management.
