Category: Foundational (100)

HAQM Web Services (AWS) was named a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025. We believe this recognition underscores the continued evolution and strength of HAQM Connect, our cloud-based contact center solution, since its launch in 2017. This report evaluates the 10 most significant CCaaS providers based on Forrester’s comprehensive research criteria. In this […]

HAQM Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

Many companies today struggle with disconnected customer relationship management (CRM) and contact center solutions, resulting in poor customer experiences, frustrated customer service representatives (CSRs), and inefficient operations. CSRs or contact center agents have to juggle multiple siloed applications, lacking real-time visibility into customer data and interaction history, while customers face frustrating experiences bouncing between self-service […]

Combating fraud and building customer trust For over 20 years, Capitec has been providing simple and affordable banking services to millions of South Africans. As a truly customer-obsessed organization, they recognized the need to modernize their aging contact center infrastructure that was limiting their ability to innovate and deliver the customer experiences they wanted. Using […]

Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are […]

In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]

About the authors Puneet Badlani is a Worldwide Senior Partner Solution Architect at HAQM Web Services (AWS) Jack Godfrey is a Sales Director at Connect, a UK-based AWS Partner Introduction As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky […]

HAQM Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). HAQM Web Services (AWS) was named a Leader for the second year in a row, and we believe this is a testament to the innovation of HAQM Connect, our […]

Rhythm Energy is a retail electricity provider based in Houston, Texas. Founded in 2020 with a mission to provide transparent and competitive renewable energy plans, Rhythm Energy values a cultural mindset that centers the customer experience in every facet of its operations. By creating a true partnership with end customers through engagement and education, Rhythm […]