Category: Artificial Intelligence

Today, HAQM Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for HAQM Connect. HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]

We just launched an exciting new channel for HAQM Connect: chat. Today, we wanted to dive a bit deeper into what chat is and how it works in HAQM Connect. We built HAQM Connect from the ground up to be truly omnichannel, which means we provide a seamless experience across voice and chat for your […]

Today, AWS announced Contact Lens for HAQM Connect, a set of capabilities for HAQM Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. HAQM Connect is an omnichannel cloud […]

Taking advantage of SMS text capabilities in your contact center provides another medium to improve your customers’ experience. HAQM Pinpoint lets you manage all facets of an SMS/email campaign, and now lets you send text messages from HAQM Connect. The instructions in this post help you enable text messages from your HAQM Connect contact flows […]

One of the primary motivations for HAQM Connect is to make it easy for our customers to deliver better customer service at a lower cost. Applied Artificial Intelligence (AI) permits us to investigate new ways to raise the bar for customer service. Can an AI-based agent participate in the conversation and recommend actions or find […]

Last year we announced the first release of the HAQM Connect Computer Telephony Integration (CTI) Adapter for Salesforce. We have seen a number of Enterprise customers leveraging this integration to build innovative customer experiences. Based on customer feedback, we have released version 2 of the CTI Adapter with the following additional functionality: Improved Salesforce screen […]