Category: Contact Center

Zendesk and VoiceFoundry released the HAQM Connect app on the Zendesk Marketplace as part of a broader vision for the intelligent contact center of the future. The HAQM Connect app for Zendesk brings together a wide set of capabilities and unlocks endless possibilities for you to empower your agents and better engage your customers. By combining the powers of HAQM Connect and Zendesk, businesses can build a more intelligent contact center.

Due to lockdown restrictions, the global COVID-19 pandemic brought an unprecedented challenge to small, eat-in restaurants. Learn how Margarita’s Mexican Restaurant, a family-owned eat-in based in Justin, Texas, teamed up with BizCloud Experts to implement an HAQM Connect contact center solution that transformed restaurant staff into HAQM Connect agents. Within 48 hours, Margarita’s was handling its carry out and delivery business much more efficiently.

There is a flurry of contact center solutions being brought to market, but enterprise customers often find these solutions time-consuming, cost-intensive, and difficult to implement. Learn how to integrate an HAQM Connect instance with Salesforce Service Cloud to automatically create a case in Salesforce using REST APIs and HAQM Kinesis Data Streams. This allows you to proactively handles call drops occurring for customers when they dial into a contact center solution.

HAQM Fraud Detector is a fully managed service that makes it easy to identify potentially fraudulent online activities, such as online payment fraud and the creation of fake accounts. Learn how APN Premier Consulting Partner TCS has been integrating HAQM Fraud Detector to detect spam calls and route them efficiently using HAQM Connect. Used together, these AWS services can distinguish your genuine customers from spam or fraudulent callers.

Voice data represents a rich and relatively untapped source of information that can help organizations gaining precious insights into their customers and operations. By leveraging a number of AWS services, Deloitte’s speech analytics solution, TrueVoice, can process voice data at scale, apply machine learning models to extract valuable information for this unstructured data, and continuously refine and enrich such models, tailoring them to specific industries and business needs.

HAQM Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. It’s based on the same contact center technology used by 70,000 HAQM customer service associates around the world to power millions of customer conversations. HAQM Connect Service Delivery Partners can help you identify business objectives and design contact center solutions that are optimized for cost, reliability, security, performance, and scalability.

With seven new integrations launched on AWS Solution Space, you can optimize your customer experience and contact center efficiency with pre-integrated solutions and pre-defined consulting services from APN Partners with validated capabilities in this area. The contact center solutions we just launched include integrations in sales and service, workforce optimization, speech analysis, fraud detection, and messaging. In addition, customers can find consulting offers from validated HAQM Connect partners.

Building on the strategic alliance between HAQM Web Services and Salesforce, we are excited to announce the first release of the HAQM Connect Computer Telephony Integration (CTI) Adapter for Salesforce. HAQM Connect is designed as a highly scalable, self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service […]