Tag: Contact Center

Digital continues to redefine the customer journey for banks, and the usage of digital channels is driving the next generation of customer experience. Learn how HCLTech’s Ziva, FluidCCI, and APIHub solutions are fully built on AWS and form an end-to-end Bank 4.0 offering for traditional and digital banks looking to transform their agent, business, and customer experiences for digital differentiation and/or cost reduction initiatives.

Cogito Dialog provides human-aware technology to help professionals elevate their performance. With Cogito’s AI, you can instantly analyze hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. This post highlights the features and benefits of Cogito Dialog’s integration with HAQM Connect, and explores how the two solutions coupled together provide a powerful start-to-finish solution for your call 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.

In her role leading the Worldwide Public Sector Partners and Programs team at AWS, Sandy Carter gets a firsthand look at the value and impact AWS Partners have on customers all over the world. Learn how AWS Public Sector Partners are helping customers address the needs and challenges they face today, and how the AWS Public Sector Partner Program helps organizations grow their business and focus on mission-based solutions.

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.

APN Partners need the right training skills and knowledge to support customers’ business goals. Together, the four training courses highlighted in this post will help APN Partners deliver on digital transformation projects using AWS IoT services; help businesses take data-driven actions based on AWS Data Analytics services; migrate customer workloads to AWS; and communicate the benefits of moving customer contact centers to the AWS Cloud.

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.

APN Navigate is a partner’s path to specialization on AWS, guiding organizations large and small to establish fundamental building blocks that will help them become successful APN Partners. Completing APN Navigate will help partners advance through the APN tiers and prepare for the rigorous validation associated with our APN differentiation programs, such as AWS Competency, AWS Service Delivery, and AWS Managed Service Provider (MSP).

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.