Optimize Your Contact Center Experience with HAQM Connect Ready Partners

By Theresa Garner, Sr. Partner Dev Specialist – AWS
By Chris Butler, Sr. Launch Product Manager, AWS Competency – AWS
By Clarence Choi, Connect Partner SA – AWS

With the contact center and customer experience industry evolving rapidly, more businesses are seeing the benefits of investing in innovative solutions, like HAQM Connect, to streamline their systems. These include increasing operational efficiency of customer contact centers by focusing on omnichannel customer experiences, agent empowerment and productivity solutions, analytics, insights and optimizations, and providing self-serve configuration and management tools that support business agility and innovation.

To help customers optimize the contact center experience, we’re excited to announce the HAQM Connect Ready specialization. HAQM Connect Ready Partner solutions support seamless customer engagement across multiple channels; improve employee productivity through enhanced data collection; and provide analytics, insights, and optimization dashboards, as well as self-service configuration and management tools for business agility and innovation.

Whether it’s investments in CRM, advanced workforce engagement, or compliance solutions, customers trust HAQM Connect Service Ready Partners to provide software solutions that are validated by HAQM Web Services (AWS).

HAQM Connect Ready products are vetted by AWS Partner Solutions Architects for their sound architecture, adherence to AWS best practices, and proven customer success.

Launch Partner Showcase

The AWS Service Ready Program is designed to validate software products built by AWS Partners that work with specific AWS services.

We invite you to explore the HAQM Connect Ready Partner offerings recommended by AWS:

Aceyus
Aceyus is a contact center intelligence software that combines your HAQM Connect data with other omnichannel and third-party data sources, providing a complete 360-view of your customer journeys.

Acqueon Technologies, Inc.
Contact Center (CC) Voice platform is used to deploy preview and progressive outbound campaigns on HAQM Connect with the ability to deliver real-time lead filtering, segmentation, prioritization, and scheduling. This helps to significantly improve Right Party Connect (RPC) and agent efficiency.

Calabrio
The Calabrio ONE workforce performance suite maximizes its core of workforce optimization (WFO) with enterprise-grade agent engagement and AI-fueled analytics tools to empower contact center and agents as brand guardians. The fully integrated, true-cloud solutions include quality management, workforce management, analytics, performance coaching, and data management.

Centrical
Centrical orchestrates an AI-powered gamified experience unifying real-time performance management driven by HAQM Connect and HAQM Connect’s Contact Lens metrics, as well as continuous feedback, microlearning, interactive coaching and managerial tools.

CloudHesive
ConnectPath, powered by CloudHesive provides an HAQM Connect-enabled agent and supervisor desktop experience, including omnichannel support for SMS, e-mail, webhook, and agent-to-agent based channels.

Cognizant
Cognizant is an AWS Premier Tier Services Partner with expertise in contact enter cloud/AI & ML modernization using HAQM Connect and AWS Contact Center Intelligence (CCI) solutions. Cognizant Intelligent Interactions (CII) is the industry CX suite custom built for banking and financial services industry. It consists of 25+ solutions, frameworks, reusable assets and CRM connectors and helps clients accelerate time to value for HAQM Connect migration and rapidly innovate with AI and ML technologies like generative and conversational AI, speech and text analytics, and Agent Assist AI. CII empowers banks and financial institutions to reduce costs by up to 60% and cuts short implementation cycle by 50%. Learn more here.

Joulica
Joulica provides Contact Center leaders with the key insights required to deliver enhanced customer experiences and improve internal efficiencies. We break down data siloes, analyze the full customer journey, and integrate with the complete HAQM Connect solution. Realtime and Historical KPIs cover everything from Agent and Queue metrics to HAQM Lex, Contact Lens and Cases Analytics. As organizations migrate onto HAQM Connect, Joulica provides the core data and reports needed to ensure a successful migration.

Local Measure
Local Measure Engage for HAQM Connect is an omnichannel agent desktop for contact centers to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, email, web chat, and SMS via a single inbox.

PCI Pal
Agent Assist utilizes DTMF (Dual Tone Multi Frequency) masking technology for customers to provide companies with a secure way of handling payments by phone without bringing their environments in scope of PCI.

Qualtrics
Qualtrics XM Discover allows you to understand what your customers are saying about your company. Discover greater insights into your customer’s top complaints, sentiment, effort, and emotion. Qualtrics XM Discover consolidates HAQM Connect interactions with social media and other online reviews to create an unique customer experience journey map to empower your agents and supervisors.

SequenceShift
SequenceShift’s Payline for HAQM Connect solution enables businesses to collect and process credit card information over the phone in a secure and PCI-DSS compliant manner while maintaining voice communication with the customer.

SuccessKPI
When you’re deploying on HAQM Connect, SuccessKPI’s pre-packaged pure SaaS, serverless application unleashes the real-time analytics and actions required to transform your customer experience and deliver radically improved business outcomes.

USAN
Contact Suite consists of native-built solutions that extend the power of HAQM Connect beyond inbound voice. Applications include a workflow-driven agent desktop console, manual and high volume outbound campaign management, plus web chat, tasks, and email, allowing customers to choose the communication channel of their choice.

Zendesk
An integrated solution from Zendesk and HAQM Connect combines advanced contact center capabilities with a sophisticated ticketing system, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. Contact centers have a centralized platform for all customer communication to boost agent productivity, maintain full visibility into support operations, and enable seamless customer communication across channels.

Customers: Learn about HAQM Connect Ready Partners

HAQM Connect Ready Partners make it easy for customers to build and enhance their contact center experiences through the cloud to ensure an optimized customer experience and mitigate unnecessary capital expenditures.

We invite you to learn more about HAQM Connect Ready Partners.

Partners: Looking To Validate Your HAQM Connect Ready Offering?

AWS Partners with HAQM Connect offerings can learn more about becoming an AWS Service Ready Partner.

To validate your HAQM Connect software through the AWS Service Ready Program, you must be a validated or differentiated member of the Software Path prior to applying. HAQM Connect Ready Partners receive incremental benefits in addition to Service Ready Program benefits.

For program requirements, please review the Program Guide and access the application in AWS Partner Central (login required).